Vorboss Connect Manager

London, UK
Employment type
Permanent / Full-Time
Remote working
On Site / Office

Role Overview

Vorboss is looking for an experienced Connect Manager to be responsible for maintaining and building existing customer and partner relationships, in addition to managing circuit deliveries for our European and Multinational enterprise and strategic customers. You will seek to improve Vorboss Connect processes and work with Carrier Relations to deliver best in class service for existing customers. You will act as the main point of contact for all client communications and be a trusted resource during and after service delivery. You will identify expansion opportunities and areas of improvement for your accounts and work cross-functionally with Planning and Network teams to ensure a seamless service, creating a lifelong customer experience.  

Key Responsibilities:

(Please note that this list is not exhaustive)

•    Act as a Multinational customer champion within the business; we are a customer first organisation.

•    Onboard both new and existing Vorboss Connect customers and project manage their orders from order placed through to order handover by liaising with planning and networks teams for the ultimate customer journey.

•    Build the relationship; become a trusted advisor and effectively manage problem solving for Vorboss Connect customers.

•    Raise, support and manage quotes and delivery for new Off Net customers.

•    Forge relationships with our in-house procurement department and other key external partners to support Off Net service delivery.

•    Work across the sales, network and planning teams to ensure smooth and timely delivery of the orders and communicate back to customers every step of the way.

•    Maintain regular customer contact throughout the contract life cycle by checking in and engaging through NPS (Net Promoter Score) and customer health checks.  This includes Service Reviews and Business Reviews where applicable.

•    Consistently feedback for continuous improvement, both internally to Vorboss and externally to the client.

•    Keep CRM and other systems up to date.  

•    Track complaints and action solutions.

•    Work with Carrier Relations to identify and improve gaps in carrier networks for existing customers.

•    Host informational sessions about our service and other commercial initiatives as deemed appropriate.

•    Accurately forecast KPI’s and performance metrics like churn rate, health scores and NPS to the wider team.

•    Have full ownership of your account list and keep records up to date.

•    Attend industry events and conferences as needed.

•    Stay up to date with industry trends and communicate potential threats.

Skills & Experience:

•    Minimum 5 years' experience in a customer-facing role (Business Development, Sales, or Customer Success).

•    Experience developing and nurturing relationships with C-Suite executives.

•    Relationship driven, consultative professional; we do right by our clients.

•    Comfortable project managing multiple client installations and onboarding several projects.

•    High EQ – we are a fast-growing business and need people who can work in a fluid environment, can keep up with the fast pace, and can be accepting of changes  

•    Project Management certification is a plus.

•    Strong time-management skills and the ability to organise, coordinate and prioritise competing priorities.

•    Motivated, self-starter who can work with minimal supervision. 

•    To have strong analytical problem-solving skills, with an ability to work cross functionally without hesitation, with utmost professionalism at all times.

•    Experience with CRM systems like Salesforce and automation tools such as Outreach and HubSpot, with ability to learn new software and systems. 

•    To be a flexible team player, and naturally willing to see things through to completion. 

•    To consistently work with unparalleled attention to detail. 

Diversity, Inclusion and Equal Opportunities

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued.

This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination.

Vorboss promotes step-free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.

Specific Requirements