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Client Success Manager

Job Description:

 

Real Customer Success comes from the heart. The ideal candidate for this role will have the best customer management skills around. You must be passionate about engaging your customers and internal team members to expand the customers’ services and relationship with Allied. You must have impeccable relational skills and the ability to create win/win environments for all parties that you work with. 

 

This qualified person will become an expert on Allied offerings; while assisting our Account Managers with all aspects of the day to day success of the sales program. The most critical qualifications for the Client Success Manager (CSM) is that they must have a proven track record of success, high energy and motivation, and the “can-do” attitude to make a difference in a fun, fast paced environment.

Key Areas of Responsibility

Administrative Duties

  • Create and update all buildings in Salesforce CRM
  • Coordinate and participate in training sessions for the Sales team.
  • Answer and qualify inbound leads on Sales line and assign to appropriate Account Executive/Client Account Manager/Channel Development Manager in Salesforce CRM.
  • Reassign leads, accounts, and buildings per request of management

Account Maintenance

  • Conduct quality assurance calls with Customers.
  • Schedule conference calls / in person meetings for Account Executive/Client Account Manager to complete account reviews to include discussions on upgrades or renewals.
  • First bill review with all new Customers.
  • Audit accounts and work with Support, Service Delivery, Account Executive/Client Account Manager and customers to ensure all products are accurately contracted.
  • Assist Account Executive/Client Account Manager with move, add, change, and delete orders and contracts
  • Project manage all Account Executive/Client Account Manager terminations through completion, working with the AE/CAM, Customer, and Allied Project Management.
  • Run Splunk reports to determine minutes used by existing Customers to help AE/CAM/CDM with voice quotes
  • Resolve all inbound Customer requests not handled by Allied’s Network Operation Center.

Qualifications

  • Minimum 1 years in a Sales Admin or Customer Success role
  • Professional telephone skills (voice/manner)
  • High drive to complete tasks accurately with a high attention to detail
  • Excellent administrative skills including Salesforce experience
  • Must be able to work in a fast-paced, team environment with revenue related deadlines

About Allied Telecom Group

Allied Telecom Group is the region’s most highly regarded network service provider. Based in the Washington DC Metro Area, serving businesses along the Mid-Atlantic and Northeast Corridor, we’re a single source provider of Internet, Data Transport, Voice, Unified Communications, and Professional Services.  For over 20 years Allied has been distinguished by the expert, full service care we provide to every client – no matter how big or small.

Allied has a commitment to its Community, Employees and Employees’ families. We offer outstanding benefits at a low cost – Health Insurance, FSA, HSA, 401(k), PTO, Holiday Pay, Employee Assistance, Training and "Give Back!" Programs are just a few of the perks!
 Allied is an equal employment opportunities (EEO) employer and evaluates applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Allied complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

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