Job Purpose:
The Client Success Manager is dedicated to ensuring retention and upgrading of our valued clients in the commercial space. This position is responsible for executing a proactive migration strategy, upselling and upgrading existing clients, working on strategic initiatives with clients. This role involves proactive outbound outreach through calls, emails, and marketing campaigns to drive engagement with clients and identify opportunities growth, migration, and retention.
Essential Functions:
- Client Retention: Engage with clients to promote retention, reducing churn, and increasing customer loyalty. Negotiate with clients to address service, price, or product concerns, ensuring their satisfaction and continued partnership.
- Upselling and Upgrading Existing Clients: Identify opportunities to upsell existing clients to additional products or services. Evaluate the needs of existing clients and recommend and implement upgrades to their current solutions, including internet circuits and Value-Added Services (VAS).
- Executing Proactive Migration Strategy: Based on customer buying trends and price changes proactively migrate customers off of legacy products to strategic products. Collaborate with cross-functional teams to manage price and speed changes effectively during the migration process.
- Working on Strategic Initiatives with Clients: Collaborate with clients to execute strategic initiatives, such as network transformation, decommissioning end-of-life products, and other projects that enhance their overall experience and deliver added value.
Relevant Work Experience:
3 to 5 years
Education:
Four years of College resulting in a Bachelor's Degree or equivalent
Special Knowledge, Skills and Abilities:
- Phone skills, knowledge of altafiber systems, and communication skills
- Inherent ability to close sales/negotiation skills/phone sales skills
- Must have attention to detail and Business/professional writing skills
- Working knowledge of Microsoft Office
- Ability to work successfully in a team environment
- Honesty & professionalism
- Sense of urgency
- Time management skills
- Ability to learn and adapt to coaching & direction
Supervisory Responsibility:
This position does not have any supervisory responsibilities
Skills Required
- 3 to 5 years relevant work experience
- Bachelor's degree or equivalent
- Phone skills
- Knowledge of Altafiber systems
- Strong communication skills
- Sales closing and negotiation skills
- Attention to detail
- Business/professional writing skills
- Working knowledge of Microsoft Office
- Ability to work successfully in a team environment
- Honesty and professionalism
- Sense of urgency
- Time management skills
- Ability to learn and adapt to coaching and direction
What We Do
Born from a long, rich and proven history of serving communities through innovation and transformation, we are now taking our impact to another level to be even more for the people we care so much about. altafiber's vision sees complete fiber access in our current markets and beyond, connecting more people, businesses, and communities with an elevated commitment to our customers and to those we serve. For more information about our transformation from Cincinnati Bell to altafiber, please visit: https://info.cincinnatibell.com/altafiber.
