Client Success Manager

Job Description

Job Purpose:

The Client Success Manager is dedicated to ensuring retention and upgrading of our valued clients in the Business 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 (25%): 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 (25%): 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 (25%): 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 (25%): 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.

Education:

Four years of College resulting in a Bachelor's Degree or equivalent

Relevant Work Experience:

3 to 5 years

Special Knowledge, Skills and Abilities:

• Phone skills, knowledge of Cincinnati Bell 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

About Us

Altafiber has been connecting what matters for more than 150 years. We are a leading technology company that delivers integrated communications solutions to residential customers and end-to-end IT solutions to business customers across North America. Our 4,300 employees across the United States, Canada, India, and the United Kingdom help the world connect, and support the communities we serve through an extensive fiber network and cloud-based solutions. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience. We call the communities we serve home and giving back to these communities is an important part of our culture. Altafiber offers amazing Employee Volunteer Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.

Additional Information

We were made aware of an employment scam in which a third-party is creating false communications under the altafiber name. We want to reiterate that altafiber never seeks payment from job applicants and only reaches out from @altafiber.com email addresses