Responsible for proactively maintaining WCS.COM’s customer relationships by managing all aspects of the customer’s business needs. This includes focusing on growth and retention while meeting WCS’s departmental and corporate goals and objectives.

Responsibilities

• Develop and maintain ownership of the assigned customer and account team relationship, managing customer accounts in coordination with Enterprise, and Major Sales Reps, Project  Managers and Technical support personnel.
• Prepare and present company proposal to customer when necessary.
• Facilitate monthly review of customer accounts with Account team.
• Participate and focus on strategic planning sessions with internal WCS Organizations.
• Provide action plan and follow thru on account related issues.
• Attend and facilitate monthly account team reviews on customer base.
• Responsible for providing customer base with the following.

a. Monthly health check.
b. Quarterly Service Review.
c. Profit margin, product & circuit inventory of WCS services by location.

• Manage, in conjunction with appropriate WCS Dept, customer’s WCS orders & invoices meeting their expectations and experience, escalating when necessary.
• Responsible for revenue protection and churn of assigned base.
• Monthly review of 30 day past due customer invoices/suspension.
• Liaison between customer and WCS external and internal partners.
• Act as internal customer advocate.
• Provide each customer with an updated WCS escalation manual.
• Educate customers and account team of internal WCS product, processes/procedure changes and upgrades to back office that may impact their business.