Job Description

ARE YOU A FANATIC ABOUT CUSTOMER SERVICE?  THEN THIS JOB IS FOR YOU! 

THE CUSTOMER SUCCESS MANAGER IS RESPONSIBLE FOR PROVIDING PRO-VIGIL CUSTOMERS WITH SERVICE EXCELLENCE, WHILE ALSO MAINTAINING KPI STANDARDS IN CUSTOMER SATISFACTION AND RETENTION AS OUTLINED IN “LEVEL OF SERVICE”. THE CUSTOMER SUCCESS MANAGER WILL LEVERAGE THE KNOWLEDGE OF PRODUCT AND SERVICE TO EDUCATE THE CUSTOMER WITH PROPER COVERAGE AND WILL REFER INTERNAL LEADS TO THE SALES ORGANIZATION, WHILE DEMONSTRATING PRO-VIGIL CORE VALUES.

RESPONSIBILITIES:

• CUSTOMER SUPPORT

  • COMPLETE AND THOROUGH ONBOARDING OF ALL CUSTOMERS EITHER DIRECTLY OR THROUGH THEIR RESELLER

    • PERSONAL INFORMATION QUESTIONNAIRE FOLLOW-UP FOR DIRECT FIXED ACCOUNTS (WELCOME & INTRODUCTION)

    • FIRST DAY/FIRST NIGHT REVIEWS

    • NON-EQUIPMENT ADD-ONS FOR MOBILE SEGMENT

  • ACCOUNT RETENTION AND RELATIONSHIP BUILDING

  • ESCALATIONS AND RESOLUTION OF EXISTING CUSTOMERS

    • SAVES – NEGOTIATING TO SAVE ANY HIGH-RISK, “FLIGHT-RISK” CUSTOMER

  • MANAGES DIRECT FIXED KEY CUSTOMER RELATIONSHIPS

  • MANAGES THE DAY TO DAY PROCESSES FOR THEIR CUSTOMERS

  • PROACTIVE COMMUNICATION WITH MANAGED ACCOUNTS

  • MANAGES REMOVAL REQUESTS (SCHEDULED/UNSCHEDULED)

• SALES

  • DEVELOPS AND EXECUTES INDIVIDUAL SALES PLAN

  • IDENTIFIES GROWTH OPPORTUNITIES WITHIN INSTALLED BASE

  • ATTAINS QUOTA FROM ALL EXISTING BUSINESS REVENUE (EBR) OPPORTUNITIES

    • EXPANSION SALES – ADDITIONAL EQUIPMENT AND SERVICE PLANS

    • CONTRACT RENEWALS – NEGOTIATING ANY RENEWAL TERMS REQUESTED BY CUSTOMERS

• TRACK ALL ACTIVITY IN SALESFORCE AS WELL AS TICKET AND CALL QUEUE MANAGEMENT

REQUIREMENTS:

• SELF-STARTER

• EXCELLENT TELEPHONE/INTERPERSONAL COMMUNICATION SKILLS.

• WELL ORGANIZED, ABLE TO MULTITASK, AND COMFORTABLE AND EXPERIENCED IN CONTACTING AND CONVERSING WITH SENIOR BUSINESS EXECUTIVES AND TECHNICAL RESOURCES

• DEMONSTRABLE ABILITY TO DEVELOP STRONG BUSINESS RELATIONSHIPS AND SELL IN A FAST-PACED ENVIRONMENT

• DEMONSTRABLE ABILITY TO COLLABORATE IN A TEAM ENVIRONMENT AND HOLD YOURSELF ACCOUNTABLE TO THE HIGHEST LEVEL OF STANDARDS

• DESIRE TO BE A SUPPORT RESOURCE AND ADVOCATE FOR OUR CUSTOMERS.

• ACHIEVE DAILY, WEEKLY AND MONTHLY KPI GOALS

• PARTNER WITH MONITORING AND DISPATCH , ACCOUNTING, FIELD SUPPORT TEAMS, MARKETING TEAM, AND TERRITORY MANAGERS

• CONSISTENTLY DELIVER FEEDBACK TO MARKETING , SALES AND DEVELOPMENT TEAMS

• DAILY MANAGEMENT AND ACCURATE UPDATING OF SALESFORCE (CRM)

DESIRED SKILLS AND EXPERIENCE:

• 3+ YEARS OF SALES EXPERIENCE

• TECHNICAL APTITUDE

• STRONG METRICS BACKGROUND

• ABILITY TO TAKE DIRECTION AND COACHING TO DEVELOP BEST PRACTICES

• INTELLECTUALLY CURIOUS

• EXCELLENT WRITING AND COMMUNICATION SKILLS

• SAVVY WITH SOCIAL MEDIA

• BACHELOR’S DEGREE, PREFERRED

Company Description

We Offer: competitive pay and benefits (Medical, Dental, Vision, AD&D insurance, 401k), training program, and all other tools required to be successful in your career.