Manager, Corporate Accounts Support & Advocacy

Summary

The Manager, Corporate Account Support & Advocacy will provide CARE support and align our strategy for B2B main accounts in the Caribbean Markets. As Cable & Wireless FLOW BUSINESS we are looking for a technically savvy customer success manager who possesses a strong drive for results. The duties for the position will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to customer support, onboarding and training clients, and minimizing churn. You should also be able to provide insights into client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests using our tools and supporting with Customer Accounts Managers and the CSC. Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal candidate should engage with customers, maximize value, and create strategies to grow our customer base.

Responsibilities

• • Manage customer relationships and interactions along with multiple B2B teams.
• • Liaise between customer and internal teams to successfully resolve complex solutions to our customers problems.
• • Work with the LLA B2B CARE team to support business planning exercises, scenario planning and business case definition and revisions.
• • Analyse customer data to improve customer experience and see opportunities for customer to growth.
• • Evaluate and improve material to train our customers.
• • Handle and resolve customer requests and complaints.
• • Minimize customer churn.
• • Contribute with our product lifecycle in special customers.

Qualifications

• • Communications, marketing, or business-related degree.
• • Working with technical or technology groups is a plus.
• • Self-driven and proactive nature.
• • Excellent communication and interpersonal skills.
• • Demonstrate leadership qualities.
• • High computer literacy and ability to learn new software.
• • Knowledge of customer success processes.
• • Experience in document creation.
• • Patient and active listener.
• • Passion for service.
• • Fluency in English required. Spanish or Dutch as a second language appreciated.
• • Be a key point of contact to guide and mentor customers on the use of the product, best practices, and new features to drive renewal rates, expand business to sales, and customer satisfaction.
• • Provide regular customer status updates to the CARE department of B2B, including high-risk customers and customers with high upsell potential.

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