UCaaS Customer Success Manager

Insight Global; United States; Hybrid; USD 70,000 - 90,000; Full time

Job summary

Insight Global in Morristown, NJ is seeking a Customer Account Manager to serve as the primary liaison for existing clients in the tech and telecom space. You will guide the customer journey post-install, educate users, and follow up to ensure needs are met while driving growth and retention.

You will manage inquiries related to Unified Communications, cloud services, and telecom, document activity in HubSpot, review invoices, and collaborate with sales to present renewals and add-ons that align

Qualifications

• Experience managing accounts for SMB tech clients with 100+ active customers
• 3-5 years in sales, client success or account management in B2B VoIP/telecom
• Strong knowledge of VoIP, UCaaS, and telecom products/services
• CRM experience; HubSpot a plus; upselling skills
• Ability to document interactions and manage client relationships
• Bachelor’s Degree preferred, but not required
• Preference for Morristown, NJ office three days a week

Responsibilities

• Respond promptly to UCaaS, cloud service and telecom inquiries and identify upsell opportunities
• Leverage HubSpot CRM to update and maintain client records of feedback and activity
• Perform telecom bill analysis and invoice reviews with clients
• Provide end-user assistance with TeleCloud phone system for MAC requests
• Assist clients with telecom/internet/cloud invoice audits and spend recommendations
• Manage key accounts with renewal outreach and cross-sell proposals aligned with client needs
• Execute Quarterly Business Reviews (QBRs) with larger clients
• Coordinate with sales to generate opportunities and present renewals with up-to-date pricing
• Triage technical support requests and escalate complex issues to service teams
• Develop and deliver webinars and training to improve customer knowledge

Skills

Account management

Sales

B2B VoIP/telecom knowledge

CRM tools

Upselling

Customer success

Documentation

Education

Bachelor’s Degree preferred

Tools

HubSpot CRM

Job description

• Experience managing accounts for SMB (small or medium sized) clients in the tech industry with a client base of more than 100. – ideal background company is under 1000 employees.
• 3-5 years of sales, client success and/or account management experience within a B2B VoIP and/or Telecommunications environment.
• Strong understanding of VoIP, UCaaS, and/or Telecommunications products, services, and software.
• Expertise in technical product elements and digital technologies, with a proven ability to troubleshoot and resolve customer issues related to telecommunications products and services.
• Prior experience with CRM tools (HubSpot a plus) and upselling products and services.
• Ability to prioritize customer accounts delivering stellar customer service and ensuring client satisfaction.
• Proven ability to manage client relationships and deliver on customer expectations while accurately documenting day-to-day interactions.
• Experience with UCaaS, phone systems, internet, IT, and/or security product portfolio to support clients
• Bachelor’s Degree preferred, but not required
• Ability to work from our Morristown, NJ office three days a week

Preferred Qualifications

• Experience with multi-location, franchise, or distributed enterprise customers.
• Familiarity with SIP, number porting (LNP), E911, and the basics of how a hosted VoIP platform is delivered.
• Experience leading executive business reviews (EBRs/QBRs) backed by data.

Job Description

Acting as the main point of contact for communication with existing clients, the Customer Account Manager guides the customer journey by providing post-installation support, education, and proactive follow-up to ensure client needs are being met. By fostering relationships and taking ownership of client issues, the Customer Account Manager drives growth, boosts retention, and paves the way for new sales opportunities within existing client accounts.

• Respond promptly to Unified Communication, cloud service, and telecom-related inquiries and identify opportunities to enhance product and service experiences.
• Leverage HubSpot CRM to update and maintain client records of customer feedback and activity.
• Perform telecom bill analysis and specifically invoice reviews with clients
• Provide end-user assistance with TeleCloud phone system for admin, moves, adds, and changes (MAC) requests.
• Assist clients with the audit of their telecom, internet, and cloud invoices and provide recommendations on spend vs. need.
• Manage key accounts through proactive contract renewal outreach, regular communication touchpoints, and introducing additional products/services aligned with client specific needs.
• Execute Quarterly Business Reviews (QBRs) with larger clients.
• Work with clients to upsell/cross sell and specifically presenting quotes for approval.
• Triage technical support requests by resolving minor technical issues and escalating more complex technical challenges to appropriate service teams.
• Develop and deliver live or pre-recorded educational webinars and training materials to enhance customer knowledge and make a positive impact on the customer experience.
• Coordinate with the sales team to generate sales opportunities, add-on proposals for existing clients and present term renewals to clients with up-to-date products and pricing.