Relationship Manager

Relationship Manager

Position reports to Manager, Customer Relationship Management

Department: Account Management

Akron Ohio or Oak Brook, IL

FirstComm is looking for a motivated Relationship Manager (RM) to join our growing team.  A successful candidate is someone who can build and preserve positive relationships with valued clients and business partners, while generating or expanding new revenue opportunities. As an RM you will serve as a trusted advisor and customer advocate to our clients.  Ideal candidates should have excellent communication skills, drive collaboration with cross functional teams to optimize the customer’s experience.

At FirstComm, our core values and partnerships are key to our success and the RM is critical to communicating that message externally.  Leveraging your industry knowledge you will drive conversations and educational opportunities around FirstComm’s solutions and competitive advantages.

Key Responsibilities:
  • Maintain and build relationships with FirstComm customers.
  • Organize webinars for new and existing customers, including service reviews and discovery meetings.
  • Maximize retention of account base and maintain or grow monthly billing.
  • Proactively renew contracts.
  • Meeting or exceeding all sales and performance goals.
  • Meet or exceed all activity metrics such as customer calls, funnel development, proposals, and discovery meetings.
  • Ensure clients’ demands and service issues to be satisfied.
  • Responsible for the introduction and penetration of FC New Service offering.
  • Diligent follow up on marketing directed campaigns.
  • Provide weekly reports including activity, sales funnel, and other required reports.
  • Account maintenance as required.
  • All other duties as assigned.
Skills and Specifications:
  • Positive, results-oriented entrepreneurial, self-starter attitude.
  • Strong verbal and written communication skills; good negotiation skills.
  • Strong follow-up and excellent customer relation skills.
  • Strong focus, organization, time management and prioritization a must.
  • Ability to work in a fast-paced environment.
  • Ability to work independently, with minimal supervision.
Education and Qualifications
  • 2-3 years minimum experience in telecommunications industry and or IT/Managed Services preferred; candidates with equivalent work experience in a sales or service role required.
  • Understanding of telecom industry processes for ordering, provisioning, installation, and billing, with basic understanding of voice and data technologies including IP, VPN, VOIP, WAN, Web Hosting, and CPE a plus but not required.
  • Must be willing and able to travel during the business day to assigned customer sites as necessary; reliable transportation is required.
  • Bachelor's degree in Marketing, Business, Management Information Systems, or Telecommunications strongly preferred; equivalent work experience will be considered.

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