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Account Manager (Telecommunications / VoIP)

Company: Tele-Data Solutions
Location: Union
Posted on: February 21, 2021

Job Description:

A little about us There are a lot of job descriptions out there for Account Managers that all say the same thing.WARNING: Ours might be one of them. So before we get into what we're looking for, let's talk a little about who we are at Tele-Data Solutions and hopefully why you'll want to join us. We're a regional team of around 20 very talented people. And yes, if you are wondering, we are humble too. We value relationships over transactions. Fun fact: Over 7500 users and 500 businesses are using our TeleCloud UCaaS platform! We care about our employees above all else. You will see that both in our culture and our benefits. We recently adopted remote work since COVID-19, and we are not looking back! You can be located 100% remotely, you just need a willingness to have a big impact on our TeleCloud community.We like to say "Our technology is in the Cloud but our people's feet are on the ground." We're driven by a few core values that ensure we're being excellent to both our customers and our team. Relationships matter, but it's our commitment to individually bettering ourselves that drives the company forward. Working with us, you will find yourself part of a close-knit and energetic environment where you'll develop your industry knowledge as you contribute directly to company growth. Okay, let's talk about the role We are now seeking an Account Manager with solid UCaaS experience and a passion for seeing their clients succeed. You'll first be introduced to existing customers to further nurture relationships and find new selling opportunities as their needs change. As our sales team brings in customers, you'll own the customer journey all the way to post-installation support, ensuring the lifecycle is managed effectively and key milestones are hit. When issues arise, you'll be our customer's point person, conducting the technical conversations needed to understand their pain points before escalating to the appropriate team. In this role, you will be integral to the long-term satisfaction and continued growth of a large book of business. To make it easier, essential responsibilities are in a list form below:

  • Own the customer journey from post-sale introduction through go-live and follow-up
  • Proactively contact existing customers (SMB and mid-market) to develop relationships, identify opportunities, and upsell existing base
  • Generate add-on proposals and present to clients for approval
  • Assist with customer technical support triage, ensuring a quality experience
  • Use technical knowledge to resolve minor technical issues for UCaaS programming, escalating to the service team as needed
  • Provide end user clients with demos for UCaaS system features
  • Assist with selling new wireless back-up internet service to existing customer base
  • Solve customer pain points by consulting on better use of UCaaS system and software
  • Ensure long-term customer satisfaction through regular check-ins
  • Occasionally participate in webinars and other video-based educational tools Here's who you are:
    • 5+ years of account management experience within telecommunications, VoIP, UCaaS
    • High familiarity with any CRM tool (we use Hubspot)
    • Solid foundational understanding of the evolution of UCaaS and how it fits within a customer's business needs
    • Prior experience cross-selling and upselling into existing customers
    • Comfortable explaining technical concepts and navigating software to explain features or troubleshoot customer issues
    • Ability to commute within NJ territory a bonus (not required)
    • High level of organization with the ability to effectively prioritize a large book of business based on tiered system
    • Strong project management experience with the ability to work collaboratively across teams
    • Dedication to regular customer follow-up and thoughtful troubleshooting as issues arise
    • Excellent communication and presentation skills, with the ability to speak comfortably with high level executives Compensation & Benefits
      • Competitive and commensurate with experience (combination of base and commission)
      • Health and Dental
      • PTO
      • 401K with company match
      • A close-knit, family-oriented, and energetic work environment
      • Being part of a consistently growing and fast-paced team, with a commitment to continuous development - provided by Dice

Keywords: Tele-Data Solutions, Union , Account Manager (Telecommunications / VoIP), IT / Software / Systems , Union, New Jersey

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