Responsibilities
Serve as the primary relationship owner for an assigned group of top tier client accounts with responsibility for retention and growth. Ensure clients derive maximum value from our services.
Manage multiple accounts; develop positive working relationships with all customer touch points.
Drive client retention, renewals, upsells and client satisfaction.
Work closely with Account Managers and Network Operations on day-to-day operational processes including campaign set-up, pricing, optimization, troubleshooting and QA.
Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout the campaign.
Manage weekly campaign status documents for review.
Work closely with Finance on billing set up and invoicing.
Requirements
5+ years experience in Customer Success and/or Account Management in International Wholesale Voice Business.
Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business.
Confident communication (written and oral) skills in English and a demonstrated ability to work collaboratively with all levels of internal and external organizations.
A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables.
Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout the campaign.
Business acumen, sound decision making, analytical and organizational skills in a fast paced environment; a consultative approach to managing complex client relationships.
Bachelor’s Degree in Business Administration, Economics, Engineering or equivalent.
Working knowledge of CRM, Microsoft office, Voice Traffic Management platforms.
Bachelor’s Degree in Business Administration, Economics, Engineering or equivalent.