There are a lot of job descriptions out there for Account Managers that all say the same thing.

WARNING: Ours might be one of them. So before we get into what we're looking for, let's talk a little about who we are at TeleCloud and hopefully why you'll want to join us.

We're a regional team of 20+ very talented people. And yes, if you are wondering, we are humble too. We value relationships over transactions.

Fun fact: Over 15,000 users and 500 businesses are using our TeleCloud UCaaS platform!

We like to say “Our technology is in the Cloud but our people's feet are on the ground.” We're driven by a few core values that ensure we're being excellent to both our customers and our team. Relationships matter, but it's our commitment to individually bettering ourselves that drives the company forward. Working with us, you will find yourself part of a close-knit and energetic environment where you'll develop your industry knowledge as you contribute directly to company growth.

We are looking for an Account Manager who will take ownership of the success of our key clients and nurture those relationships throughout their journey with TeleCloud. Account Managers are responsible for ensuring long-term client retention by generating sales of products and services, equipment, and solutions; finding new selling opportunities as customers’ needs change; and maintaining customer accounts by answering customer queries, understanding pain points before escalating to the appropriate team, and following up on quotes submitted to customers.

This will be a hybrid position: Majority work from home (WFH) remote, with remaining time traveling to client sites (in tri-state area: NJ, NY, PA) and office (Union, NJ) as needed.

• Consult with (SMB and mid-market) customers to seek understanding of their business and needs to recommend the appropriate solutions, such as UCaaS, CCaaS, Internet over Things (IoT), CRM integrations, and analytic dashboards
• Ensure customer contract renewals, as well as negotiating contracts with new or existing customers in segments where applicable
• Generate quotes, add-on proposals, order processing, and presenting to client for approval
• Organize, update, and maintain customer accounts in the CRM by recording changes to customer accounts, updating service requests, adding accounts, and removing accounts as needed
• Act as the primary responder for all incoming client and customer calls
• Assist with customer technical support triage, ensuring a quality experience
• Use technical knowledge to resolve minor technical issues for UCaaS programming, escalating to the service team as needed
• Leads the onboarding of new customers by effectively collaborating with functional departments to ensure a smoothly and excellent customer experience
• Ensure customer satisfaction: facilitate Quarterly Business Reviews, execute on mutual success plans, address technical demands, engage appropriate resources to ensure issues are being handled and escalated in a timely matter
• Act as a sales liaison, build internal relationships to help drive growth expansion inside of the account, manage partner relationships to better support Tele-Cloud’s customers
• Provide end user clients with educational based content and (“how to”) videos/demos for UCaaS system feature

• 3-5 or more years of Sales (Business to Business) Account Management experience
• High familiarity with any CRM tool (we use Hubspot)
• Experience with the understanding UCaaS, VoIP technology, and how it fits within a customer’s business needs
• Prior experience cross-selling and upselling to existing customers
• Comfortable explaining technical concepts and navigating software to explain features or troubleshoot customer issues
• High level of organization with the ability to effectively prioritize a large book of business based on tiered system
• Strong project management experience with the ability to work collaboratively across teams
• Dedication to regular customer follow-up and thoughtful troubleshooting as issues arise
• Excellent communication and presentation skills, with the ability to speak comfortably with high level executives
• Ability to travel to client sites (in tri-state area: NJ, NY, PA) and office (Union, NJ) as needed (20% of time on average)

• Salary + Commission = $100k to $120k with on target earnings
• Health and Dental Insurance
• Life Insurance
• Vacation and Sick Leave
• 401K with company match
• A close-knit, family-oriented, and energetic work environment
• Being part of a consistently growing and fast-paced team, with a commitment to continuous development