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AppDirect, a subscription commerce platform company, seeks a Network Customer Relationship Manager for vCom, its IT lifecycle management subsidiary. vCom is the leading IT lifecycle management provider for midsize companies, offering comprehensive solutions that help IT and Finance teams find, buy, and manage IT services in one place.
In this role, you will manage a portfolio of network customer accounts with a focus on protecting existing revenue, strengthening customer retention, and growing bookings through renewals, upgrades, and new sales opportunities. You will own re-term, renewal, and upgrade opportunities from initial customer outreach and pricing requests through execution, coordinating with internal teams, carriers, and vendors to deliver on commitments.
Key responsibilities include:
- Managing a portfolio of network customer accounts to drive retention and growth
- Owning renewal, re-term, and upgrade opportunities end-to-end
- Applying network and telecom expertise to recommend solutions and develop business cases
- Serving as a primary escalation point for customer issues and facilitating move, add, change, and disconnect requests
- Maintaining accurate account documentation and managing a disciplined pipeline for assigned opportunities
- Identifying process improvements that enhance customer experience and operational efficiency
You are a customer-focused account manager who combines consultative selling with highly responsive service. You use a strong understanding of each customer's business goals to identify practical technology recommendations and retention opportunities. You are comfortable managing multiple priorities, navigating time-sensitive requests, and owning follow-through with minimal supervision. You stay composed when resolving issues and build trusted relationships with customer decision-makers, IT teams, carriers, vendors, and internal stakeholders.
Requirements:
- 3+ years of client relations or account management experience
- 1+ years of sales-related experience in a B2B environment
- Experience with telecommunications, network, internet, data, cloud, or related technology solutions
- Experience managing customer renewals, re-terms, upgrades, or conversion opportunities while maintaining strong long-term client relationships
- Ability to interpret account data and present complex information clearly to customers and internal stakeholders
- Clear written and verbal communication skills, strong organization, and sound judgment to manage concurrent customer needs, deadlines, and follow-through
- Bachelor's degree or equivalent practical experience preferred
