The Customer Relationship Manager (CRM) will be the point of contract for a portfolio of customers. The CRM will manage all aspects of customers’ accounts including moves, adds and changes (MAC) as well as updating the billing system and reviewing monthly invoices.
• Prioritizes workload and meets deadlines for a variety of customer relations and marketing "deliverables".
• Ability to manage the additional aspects of working independently without constant direct supervision.
• Knowledge and experience working with voice over internet protocol (VoIP) is a plus.
Campaign Planning & Execution: Responsible for conceptualizing and managing a diverse range of customer retention campaigns and initiatives. This includes idea generation and exploration, preparing and presenting proposals, overseeing the creative and production processes and championing successful execution.
Customer Focus: Working with team to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value. Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.
Budget/Forecast: Build a detailed, bottom-up annual budget for areas of responsibility. Supply key inputs to the quarterly reforecast, using the most accurate, up-to-date information available. Be prepared to discuss assumptions used for developing budgets and forecasts.
Special Projects: Participate in a variety of special projects as requested, including explorations of system or process improvements, new retention categories, and joint projects with Account Managers.
Campaign Analysis: Analyze campaign outcomes in detail, using a variety of proprietary software applications. Draw insights and present results clearly to facilitate sound decision making on next steps.
The CRM will participate in the planning, successful execution and follow up for a diverse range of telecommunication implementation projects and other business support as required. The CRM will also carry out innovative and sometimes complex projects to their completion, and thoroughly analyze data in order to make sound recommendations for next steps that aim to improve our financial results.