Customer Care Account Executive - 870

Position Description General Summary: Provides account level, customer support to assigned portfolio of mid to top revenue generating customers. Provides proactive care in conjunction with Cloud Voice Sales organization assigned to same accounts. Essential Duties and Responsibilities: Participates in account planning sessions and account reviews management on top accounts. Partners with Sales Engineers, Project Managers and other key functional areas to ensure overall customer satisfaction with portfolio. Manages trouble tickets in Remedy, act as customer information source. Manages and handles account level billing issues via Cloud Voice billing systems. Contracts and contacts tracking and activating in Cloud Voice Customer Relationship Management database. Responsible for contract renewal and account 'saves' in assigned accounts. Uncovers additional revenue-generating opportunities in account portfolio. Responsible for revenue protection/churn/account retention and product penetration where appropriate. Implements customer retention strategies in support of churn objective. Responsible for product introduction and training with customers. Assist with collections on accounts receivable when necessary Minimum Qualifications Education: College completion or equivalent work experience Relevant Work Experience: 4-6 years of outside customer care/relations portfolio management, preferable in vertical markets, multi-market and national customers Supervise Staff? No If yes, please provide list of titles and count. Knowledge, Skills and Abilities Basic Computer Skills Required? Yes Software Microsoft Office Databases Access or similar strongly preferred Other Job Specific Skills Project management experience Ability to prioritize multiple assignments and meet all deadlines Strong organizational administrative and time management skills Strong written and verbal communication skills Knowledge of voice software applications and implementations desirable Strong analytical/quantitative skills Ability to foster teamwork and partner across functional areas Technical application/product troubleshooting Position Requirements XO is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, creed, physical or mental disability, marital status, sexual orientation, citizenship status, veteran status, age, gender identity, or any other applicable basis that is protected by foreign, federal, state or local law, ordinance or regulation. Back to top

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