JOB TITLE: Junior Client Relationship Manager

DEPARTMENT: Client Relations

REPORTS TO: Vice President, Customer Experience

POSITION SUMMARY: The Junior Client Relationship Manager (CRM) is responsible for fostering and developing relationships with vCom’s small to mid-size clients.

GENERAL PURPOSE: Customer satisfaction, client retention, customer service

ROLE OBJECTIVES:

• Facilitate account management processes, thereby developing a client trust partnership environment
• Interface with the various departments to ensure effective and long-term problem solution, as the lead client advocate

POSITION RESPONSIBILITIES:

• Address client inquiries and coordinate timely resolution
• Communicate on a regular basis with all designated clients; become their first point of escalation and incident management
• Provide front-line call support to clients and address customer service inquiries received via phone queue
• Facilitate Add, Move and Change requests from clients
• Maintain accurate notes on all client interactions, follow-up with carriers/vendors
• Research billing issues pertaining to vCom managed directly through vCom or dealing with direct carriers on behalf of the client
• Maintain client history databases and other pertinent documentation to monitor overall account activity
• Work with Sales and Provisioning to ensure that client needs are met based on set expectations; work closely with the team to identify methods for strengthening client communication
• Remain constantly alert to opportunities to develop, improve and maintain client relationships
• Work on assigned projects from the Management team and become the key internal resource for the designated project/product, with a pro-active focus on ensuring the organization’s objectives are met
• Develop relationships with clients by understanding the customers’ business strategies and providing them with consultative services that meet their needs
• Manage escalations with timely resolution
• Generate new sales opportunities from account base by developing and executing a sales and support strategy to protect and grow existing revenue streams on an account-specific basis

ESSENTIAL SKILLS AND EXPERIENCE:

• 1-3 years of experience in Client Relations/Account Management
• Excellent written and verbal communication skills
• Strong PC skills including knowledge of MS Word, Excel, PowerPoint, Outlook, and general knowledge of database software applications
• Strong analytical and problem-solving skills
• Strong team and client focus, including ability to collaborate with clients
• Superior time management and multi-tasking skills
• Attention to detail and accuracy
• Resourceful, organized and independent
• Goal oriented
• Highly developed interpersonal skills with the demonstrated ability to interact among all levels of the organization
• Ability to cultivate and sustain client relationships
• Ability to prioritize multiple projects concurrently
• Self-motivated, with high learning aptitude, and initiative
• Ability to cope with stressful situations and maintain a calm and professional demeanor
• BA/BS degree required

DESIRED SKILLS AND EXPERIENCE:

• 1-3 years of telecommunication technologies including Local, Long Distance, Data, Internet and data services
• Demonstrated experience with various carriers including facilities-based and non-facilities-based CLECs and ILECs/RBOCs and other large/national service provider

The successful applicant will enjoy advanced applications and a high-energy work environment. vCom Solutions offers a competitive compensation and benefits package and actively encourages professional development.

For immediate consideration, send resume to:

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**No sponsorship is available for this position**

About vCom Solutions

vCom Solutions, based in San Ramon, CA, helps multi-site companies manage their telecom environment nationwide. vCom’s Telecom Management as a Service (TMaaS™) offers a complete suite of cloud-based Telecom Management software tools and a full portfolio of Professional Services, including Carrier Selection, Procurement, Project Management, Technical Support, Bill Consolidation and Cost Allocation.

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