Job Description
• Respond promptly to Unified Communication, cloud service, and telecom-related inquiries and identify opportunities to enhance product and service experiences.
• Leverage HubSpot CRM to update and maintain client records of customer feedback and activity.
• Perform telecom bill analysis and specifically invoice reviews with clients
• Provide end-user assistance with TeleCloud phone system for admin, moves, adds, and changes (MAC) requests.
• Assist clients with the audit of their telecom, internet, and cloud invoices and provide recommendations on spend vs. need.
• Manage key accounts through proactive contract renewal outreach, regular communication touchpoints, and introducing additional products/services aligned with client specific needs.
• Execute Quarterly Business Reviews (QBRs) with larger clients.
• Work with clients to upsell/cross sell and specifically presenting quotes for approval.
• Triage technical support requests by resolving minor technical issues and escalating more complex technical challenges to appropriate service teams.
• Develop and deliver live or pre-recorded educational webinars and training materials to enhance customer knowledge and make a positive impact on the customer experience.
• Coordinate with the sales team to generate sales opportunities, add-on proposals for existing clients and present term renewals to clients with up-to-date products and pricing.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• Experience managing accounts for SMB (small or medium sized) clients in the tech industry with a client base of more than 100. – ideal background company is under 1000 employees.
• 3-5 years of sales, client success and/or account management experience within a B2B VoIP and/or Telecommunications environment.
• Strong understanding of VoIP, UCaaS, and/or Telecommunications products, services, and software.
• Expertise in technical product elements and digital technologies, with a proven ability to troubleshoot and resolve customer issues related to telecommunications products and services.
• Prior experience with CRM tools (HubSpot a plus) and upselling products and services.
• Ability to prioritize customer accounts delivering stellar customer service and ensuring client satisfaction.
• Proven ability to manage client relationships and deliver on customer expectations while accurately documenting day-to-day interactions.
• Experience with UCaaS, phone systems, internet, IT, and/or security product portfolio to support clients
• Bachelor’s Degree preferred, but not required
• Ability to work from our Morristown, NJ office three days a week
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.