Customer Account Manager (FluentStream)

About the Role:

The Customer Account Manager is an entry-to-associate-level role responsible for managing a high-volume portfolio of small-to-mid-sized business customers. Working with growing independence, you will execute renewals, support at-risk save motions, respond to customer needs, and help customers get reliable value from their FluentStream solutions. This role is designed for someone building foundational skills in account management and customer success within the telecom industry.

What You’ll Do:

• Portfolio Management – Own a high-volume portfolio of smaller business accounts, serving as the primary point of contact for day-to-day account needs and inquiries.
• Renewal Execution – Prepare and present renewal quotes, respond to customer questions, and route agreements through DocuSign and the appropriate approval workflows.
• At-Risk Management – Identify, document, and escalate at-risk accounts in Salesforce, coordinating with internal teams to execute save motions and address churn risks promptly.
• Reactive Support – Respond to inbound customer concerns, account changes, and service-related issues in a timely manner, partnering with Support to drive resolution.
• Customer Communication – Maintain regular, consistent contact with customers—reinforcing the value of their FluentStream services, addressing concerns, and keeping them informed and confident.
• Customer Education – Guide customers on product best practices and feature adoption, helping them use their solutions more effectively and reduce reliance on reactive support.
• Salesforce Hygiene – Maintain accurate, up-to-date records of customer interactions, account health, renewal activity, and pipeline data—ensuring information is current and accessible to the broader team.
• Internal Coordination – Partner with Support, Sales, and Growth teams to ensure customers receive timely assistance and a seamless experience.
• Upsell Identification – Flag potential upsell or expansion opportunities and coordinate with the appropriate internal team to support customer growth.
• Process Improvement – Utilizing AI tools to find opportunities for process improvements and automation.

Experience We’re Looking For:

Entry-to-associate-level experience in account management, customer success, or related role; familiarity with Salesforce; strong communication and organizational skills; ability to manage high-volume portfolios.