Customer Success Manager (Telecom/SaaS)

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About vCom, an AppDirect Subsidiary

vCom is the leading IT lifecycle management provider for midsize companies. Leveraging over two decades of expertise, vCom's comprehensive suite of solutions makes it possible for IT and Finance teams to find, buy and manage IT services in one place so they can lower the cost of doing business and take advantage of new opportunities. vCom's award-winning software, its portfolio of managed services, and its buyers' club provide visibility and save teams time, money, and effort so they can achieve more by doing and spending less. vCom has received the prestigious Best Places to Work award in the San Francisco Bay Area for 18 years in a row and was ranked one of Glassdoor's Best Places to Work.

About You

You are a customer-focused Account Manager with experience supporting mobile, cellular, or IoT solutions. You combine consultative selling with responsive service, using a clear understanding of each customer’s business needs to identify practical mobility solutions. You are comfortable managing several priorities, navigating time-sensitive requests, and owning follow-through with minimal supervision. You use data to prioritize work and communicate clearly with customers, advisors, category sales specialists, and internal delivery teams. You stay composed when resolving issues and build trusted relationships with decision-makers, end users, and IT professionals.

What you’ll do and how you’ll have an impact

• Manage a portfolio of mobile customer accounts to protect existing revenue and grow mobility product bookings.
• Own mobile conversion and upgrade opportunities from customer outreach and pricing requests through execution, coordinating the right internal teams to deliver on commitments.
• Apply mobile technology expertise and customer analytics to recommend solutions, develop business cases, and prioritize the strongest opportunities.
• Maintain a disciplined pipeline for assigned opportunities, contributing to conversion, upgrade, retention, and booking-growth goals.
• Document account activity, identify process improvements, and independently recommend changes that improve customer experience and operational efficiency.

What we’re looking for

• 2+ years of client relations or account management experience.
• 2+ years of experience with mobile, cellular, IoT, or related technology solutions.
• Experience managing sales opportunities, customer conversions, upgrades, or renewals in a B2B environment.
• Ability to interpret account data and use it to prioritize opportunities and customer actions.
• Clear written and verbal communication skills for advising customers and coordinating with internal stakeholders.
• Strong organization and judgment to manage concurrent customer needs, deadlines, and follow-through.
• A bachelor’s degree or equivalent practical experience is preferred.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

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