As a Network CARE Executive for vCom you manage our enterprise customers technology lifecycle environment with a highly personalized touch as they roll out new technologies, control costs, and provide total clarity on technology spend. Excellent customer service is your top priority, always seeking to exceed expectations. Your ability to handle multiple priorities under tight deadlines, ability to solve complex problems, and resourcefulness allow you to pivot frequently while providing highly responsive service. You remain calm under pressure. You see challenges as opportunities to learn, problem solve and collaborate with others. You bring your empathy, enthusiasm, and sense of humor to work with you daily.
In your first month, you’ll:
- Shadow other team members to gain exposure to the day to day roles and responsibilities
- Complete vManager software and technology training
- Get to know the organization and the people in it
In your first 3 months, you’ll:
- Be assigned an account module and be generally up and running in the role
- Learn by doing and asking lots of great questions (this role is best learned by experiencing it hands on, so while the accounts are assigned the expectation at this stage is that there is still a lot to learn)
- Establish connection and build rapport with your account contacts
In your first 6 months, you’ll:
- Begin to feel like you’ve mastered the basics of the role
- Deepen relationships with your account contacts
- Feel fully ingrained in your accounts
What you’ll do:
- Generate new sales opportunities from account base, in coordination with Technology Sales Executive team, by developing and executing a sales and support strategy to protect and grow existing revenue streams on an account-specific basis.
- Take full ownership of customer re-term and renewal opportunities, including customer outreach, price requests and related next steps.
- Demonstrate expertise around technology product knowledge as well as telecom best practices including making technology recommendations and presenting business cases related to implementing those changes.
- Manage sales pipeline and funnel for POTS opportunities within your customer module.
- Develop relationships with clients by understanding the customers’ business strategies and providing them with consultative services that meet their needs. Become their first point of escalation and incident management.
- Facilitate Move, Add, Change, and Disconnect requests from clients
- Address client inquiries and coordinate timely resolution
- Coordinate with other internal teams to ensure that client needs are met based on set expectations
- Maintain client history databases and other pertinent documentation to monitor overall account activity, including follow-up with carriers/vendors
- Possess the ability to manage complex data and variables and work to present them to customers in the appropriate manner
- Consistently demonstrate initiative and ownership related to customers within your account module
- Remain constantly alert to opportunities to develop, improve, and maintain client relationships
- Manage escalations with timely resolution
- Demonstrates commitment to vCom’s core values by leading, acting, and behaving in a manner consistent with these values
- Manage an account module comprised of between $1M – $3M of total monthly customer spend.
- Perform all job functions with very little management supervision.
- Identify and question potentially broken or inefficient business processes and propose solutions to update or change them to improve quality of service or create efficiency.
What you’ll bring:
- 3+ years of experience in Client Relations / Account Management
- 3+ years of telecommunication technologies including Local, Long Distance, Data, Internet and data services
- 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
It’s also helpful if you’ve got:
- Demonstrated experience with various carriers including facilities-based and non-facilities-based CLECs and ILECs/RBOCs and other large/national service providers
- BA/BS
The Selection Process
- After submitting a resume, qualified candidates will be invited to complete two separate assessments
- Once the assessments are completed, candidates will participate in a pre-screening phone screen with Human Resources
- A select group of candidates will be interviewed (rounds of interviews may include current Network CARE Executives, CARE Team Manager, VP Technology Solutions Group, and vCom’s CRO)
Eligibility
Only those candidates authorized for work in the United States will be considered for employment as we are not able to sponsor employment visas.
About vCom
vCom is a cloud-based software and managed services company focused on helping enterprises simplify and better manage every phase of their IT lifecycle spend. Our growth, innovation, and strong customer relationships are driven by our incredible employees who thrive on delivering amazing outcomes for our customers and team members. vCom has received the prestigious Best Places to Work award in the SF Bay Area for 14 years in a row and was one of Glassdoor’s Best Places to Work in 2019 (Employee’s Choice, Small Business List).
EEO Statement
vCom Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.