VP of Customer Support

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ISI develops, delivers and supports a portfolio of software solutions used by organizations to better manage and optimize their telephony infrastructure, employee productivity and telecom expenses. ISI’s solutions are platform agnostic – supporting both VoIP and legacy PBX based environments, may be deployed as an on-site software solution or as a cloud-hosted service, and focus on all modalities of the unified communications experience – voice, video, conferencing, IM, file sharing, and desktop screen capture. ISI sells its solutions through an extensive list of reseller partners and directly to end-user companies.

Job Title: VP of Customer Support

Department: Customer Support

Exemption Status: Exempt

Reports To: President/CEO

Summary of Responsibilities:

ISI is looking for an experienced customer support leader with experience in the software industry (SaaS experience a plus) to join our growing team! The VP of Customer Support will be responsible for leading the account management and technical support teams with overall responsibility and accountability for customer success and satisfaction. This is a key position that will work across ISI’s Executive team to enhance customer satisfaction by effectively managing the post-sales software and support operations.

Essential Duties/Resposibilities:

  • Ensure the Customer Support Team is focused on delivering exceptional service, making the customer the primary focus and continuing to sustain strong customer relationships.
  • Enhance the current implementation process to ensure smooth and successful on-boarding of new customers.
  • Enhance existing customer relationships, identifying strategies designed to strengthen customer longevity.
  • Develop operational and strategic plans and budgets. Manage the overall utilization of Department resources and measure and report on productivity, effectiveness and customer service levels. Recommend and report on metrics to help manage the effectiveness of departmental procedures and practices.
  • Recruit, hire, train, and develop appropriate customer support staff. Perform performance evaluations and measure individual’s goal attainment toward building a high-performance culture.
  • Develop and maintain departmental practices, procedures, documentation, and systems with a focus on reducing customer churn and improving the customer experience across the full customer lifecycle from close of sale to implementation and post-sales support.
  • Evaluate all performance evaluations and institute appropriate Key Performance Indicators to improve customer service, increase customer retention, expansions, and renewals.
  • Serve as a senior-level escalation for customer issues and ensure that these issues are appropriately presented and addressed appropriately within the organization.
  • Manage Service Cloud customer support/ticketing system. Work across leadership within the organization, including Accounting and IT, to ensure seamless resolutions to customer issues.
  • Maintain current knowledge of technology changes and issues as they relate to customer support.
  • Participate as a member of ISI’s Executive Leadership Team.

Education and Minimum Experience Required:

Bachelor’s degree (BA/BS) with a minimum of 5 years of Customer Service/Call Center leadership experience in one or more of the Software/Telecom/Technology/Cloud Services industries.

Skill Requirements:

  • Excellent verbal and written communication skills are a must to be able to move projects through cross-functional teams, translate software solution concepts to clients, and clearly articulate product benefits and results.
  • Knowledge of Software industry support tools and metrics (Unified Communications experience is a plus).
  • Demonstrated proficiency in management and development of staff.
  • Proven analytical, problem-solving and interpersonal skills with the ability to identify and communicate customer needs.
  • Ability to create (and manage to) departmental budget and review financial and profitability statements.
  • Proven product and project management skills.
  • Strong client orientation and the ability to build rapport with potential business partners.
  • Excellent organizational, planning and prioritization skills.
  • Experience with MS Office (Word, Excel, Powerpoint, Outlook, Access).
  • Experience with Service Cloud (Customer Service Software) is a plus

Compensation and Benefits

Pay rate commensurate with experience. Our working environment encourages employees to excel. We believe in rewarding our staff for exceptional work.

Qualified candidates should forward resume to:

ISI Telemanagement Solutions
Human Resources
1051 Perimeter Dr. Suite 200, Schaumburg IL 60173
hr@isi-info.com; Fax: 847-706-7148

   

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Direct Business Development Executive

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Are you looking to kick-start a career in enterprise software and like working with marketers and sales professionals? Are you looking for a company that will invest time in your development, support your professional growth, and listen to your ideas? If so, we should talk.

In support of our customer acquisition and revenue growth objectives, we are currently seeking an energetic Direct Business Development Executive with a focus on Direct opportunities. This position is an integral part of the new business sales team and initiates the relationship between the ISI Telemanagement Solutions and prospective customers in order to create leads for the Direct Sales team.

The ideal candidate for this role is a highly motivated, self-starter, able to identify and develop leads and opportunities from multiple sources including prospect lists, social selling, and individual research. Successful BDEs have moved into almost every department in the company, and most often continue their careers on our sales or account management teams.

The role is based out of our Schaumburg location until the end of the year, after which our headquarters will reside in downtown Chicago. This role does allow a flexible work from home schedule!

ISI develops, delivers and supports a portfolio of software solutions used by organizations to better manage and optimize their telephony infrastructure, employee productivity and telecom expenses. ISI’s solutions are platform agnostic – supporting both VoIP and legacy PBX based environments, may be deployed as an on-site software solution or as a cloud-hosted service, and focus on all modalities of the unified communications experience – voice, video, conferencing, IM, file sharing, and desktop screen capture. ISI sells its solutions through an extensive list of reseller partners and directly to end-user companies.

So, what will you be doing as a Direct Business Development Executive:

  • Conducting outbound telemarketing activities towards targeted accounts, prospect lists, and other call campaigns.
  • Building and cultivating customer relationships by initiating communications and conducting follow-up qualification in order to create leads for the direct team.
  • Performing initial needs assessment and identifying prospects pain points to determine how ISI solutions could address those needs.
  • Developing and increasing industry/product knowledge and acumen to position ISI value proposition to multiple vertical segments.
  • Actively participating in trade show/event planning to secure attendees and maximize prospect meetings for the Direct Sales team.
  • Conducting research to expand prospect list using tools like DiscoverOrg, LinkedIn and other methods.
  • Maintaining accurate records of all activities in Salesforce.com and promoting database cleanup and hygiene through regular and ongoing maintenance activities.
  • You will be accountable for meeting or exceeding monthly qualified objectives and metrics.

What can you bring to ISI:

  • 1+ Years of Software Sales or Direct Business Development experience preferred; SaaS or subscription sales is a plus.
  • Strong presentation and communication skills (verbal, written, and active listening).
  • A dynamic hunter personality with a drive to reach decision makers is essential.
  • High-level understanding of Channel Partner’s Hierarchy a plus.
  • Basic knowledge of Unified Communications & Collaboration as it pertains to Cisco or Microsoft is a plus.
  • Team oriented with ability to succeed in an ever-changing, entrepreneurial environment.
  • Experience with Salesforce.com is a plus.

Compensation and Benefits

  • Medical, vision, and dental insurance
  • PTO and paid company holidays
  • 401k program
  • Sales contests & team events

Pay rate commensurate with experience. Our working environment encourages employees to excel. We believe in rewarding our staff for exceptional work.

Qualified candidates should forward resume to:

ISI Telemanagement Solutions
Human Resources
1051 Perimeter Dr. Suite 200, Schaumburg IL 60173
hr@isi-info.com; Fax: 847-706-7148

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

   

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Outbound - Channel Business Development Executive

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Are you looking to kick-start a career in enterprise software and like working with marketers and sales professionals? Are you looking for a company that will invest time in your development, support your professional growth, and listen to your ideas? If so, we should talk.

In support of our customer acquisition and revenue growth objectives, we are currently seeking an energetic Business Development Executive (BDE) with a focus on Channel outbound lead generation. This position is an integral part of the new business sales team and initiates the relationship between the ISI Telemanagement Solutions and existing Partner Reps in order to create leads for the Channel Sales team.

The ideal candidate for this role is a highly motivated, self-starter, able to identify and develop leads and opportunities from multiple sources including prospect lists, social selling, and individual research. Successful BDEs have moved into almost every department in the company, and most often continue their careers on our sales or account management teams.

In this role, you will report to the Channel Sales Manager and will have significant collaboration with the Direct Sales, Pre-Sales, and Marketing teams. The role is based out of our Schaumburg location until the end of the year, after which our headquarters will reside in downtown Chicago. This role does allow a flexible work from home schedule!

ISI develops, delivers and supports a portfolio of software solutions used by organizations to better manage and optimize their telephony infrastructure, employee productivity and telecom expenses. ISI’s solutions are platform agnostic – supporting both VoIP and legacy PBX based environments, may be deployed as an on-site software solution or as a cloud-hosted service, and focus on all modalities of the unified communications experience – voice, video, conferencing, IM, file sharing, and desktop screen capture. ISI sells its solutions through an extensive list of reseller partners and directly to end-user companies.

What You'll Be Doing:

The Inside Partner Account Manager is responsible for developing and growing relationships with New and Authorized Partners of ISI’s, bring awareness to ISI’s solutions portfolio through partner enablement, building a pipeline of leads and opportunities through a consultative approach, and work within manufacturer channels (mainly Cisco and Microsoft) to develop partner opportunities. The Inside Partner Account Manager will have a strong ability to analyze the growth potential within each Partner, create a strategy for driving growth, and work with internal and external resources to execute on that strategy.

As a highly skilled communicator and experienced sales person, the Inside Partner Account Manager must also be able to translate complex and technical solutions into engaging and compelling conversations with partners and end-users.

So, what will you be doing in the Channel:

  • Building and cultivating Partner relationships by initiating communications and conducting follow-up qualifications in order to create leads for the Channel Sales Team.
  • Responsible for contacting Partner Reps & Teams to discuss specific ongoing ISI Campaigns.
  • Participate in conversations with Partner Reps to better Qualify ISI’s Solutions for the Channel Sales Team.
  • Provide continuous knowledge awareness of ISI’s Solutions & Value-add by staying top of mind with Partner Reps
  • Identifying our Partner’s Field Marketing Reps (FMRs) who we can closely align our messaging with.
  • Developing and increasing industry/product knowledge and acumen to position ISI’s value proposition to multiple vertical segments.
  • Actively participating in trade show/event planning to secure attendees and maximize prospect meetings for the Channel Team.
  • Conducting research to expand prospect list using tools like DiscoverOrg, LinkedIn and Salesforce
  • Maintaining accurate records of all activities in Salesforce.com and promoting database cleanup and hygiene through regular and ongoing maintenance activities.
  • You will be accountable for meeting or exceeding monthly qualified objectives and quota.

What can you bring to ISI as an Inbound Business Development Executive:

  • 1+ Years of Software Sales or Partner Business Development experience preferred; SaaS or subscription sales is a plus.
  • Basic understanding or past experience working with CRM is a plus.
  • High-level understanding of Channel Partner’s Hierarchy is a plus.
  • Basic knowledge of Unified Communications & Collaboration as it pertains to Cisco or Microsoft is a plus.
  • Experience working with and contacting reps at VARs is a plus.
  • Strong presentation and communication skills (verbal, written, and active listening).
  • A dynamic hunter personality with a drive to reach decision makers is essential.
  • Team oriented with ability to succeed in an ever-changing, entrepreneurial environment.
  • Experience with Salesforce.com is a plus.

Compensation and Benefits

  • Medical, vision, and dental insurance
  • PTO and paid company holidays
  • 401k program
  • Sales contests & team events

Pay rate commensurate with experience. Our working environment encourages employees to excel. We believe in rewarding our staff for exceptional work.

Qualified candidates should forward resume to:

ISI Telemanagement Solutions
Human Resources
1051 Perimeter Dr. Suite 200, Schaumburg IL 60173
hr@isi-info.com; Fax: 847-706-7148

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

   

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Inbound Business Development Executive

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Are you looking to kick-start a career in enterprise software and like working with marketers and sales professionals? Are you looking for a company that will invest time in your development, support your professional growth, and listen to your ideas? If so, we should talk.

In support of our customer acquisition and revenue growth objectives, we are currently seeking an energetic Inbound Business Development Executive to join our team. This position is an integral part of the new business sales team and initiates the relationship between the ISI Telemanagement Solutions and prospective customers in order to create leads for the Sales team.

The ideal candidate for this role is a highly motivated, self-starter, multi-tasker who is able to identify and develop leads and opportunities by engaging with website visitors, responding to call inquiries, and qualifying the needs of organizations that may benefit from ISI’s solutions.

The ISI Inbound Business Development Executive role is a great opportunity to leverage your sales and customer service skills to make an impact on our rapid growth immediately.

We reward our Sales reps with competitive pay and a work environment that breeds success. Do you want to be the best? Do you think you have what it takes to join our top performing Inbound Business Development Executive team and do you want to be recognized for your work? We only hire top talent, and we’re excited to learn more about your goals and achievements.

The role is based out of our Schaumburg location until the end of the year, after which our headquarters will reside in downtown Chicago. This role does allow a flexible work from home schedule!

ISI develops, delivers and supports a portfolio of software solutions used by organizations to better manage and optimize their telephony infrastructure, employee productivity and telecom expenses. ISI’s solutions are platform agnostic – supporting both VoIP and legacy PBX based environments, may be deployed as an on-site software solution or as a cloud-hosted service, and focus on all modalities of the unified communications experience – voice, video, conferencing, IM, file sharing, and desktop screen capture. ISI sells its solutions through an extensive list of reseller partners and directly to end-user companies.

What You'll Be Doing:

The Inside Partner Account Manager is responsible for developing and growing relationships with New and Authorized Partners of ISI’s, bring awareness to ISI’s solutions portfolio through partner enablement, building a pipeline of leads and opportunities through a consultative approach, and work within manufacturer channels (mainly Cisco and Microsoft) to develop partner opportunities. The Inside Partner Account Manager will have a strong ability to analyze the growth potential within each Partner, create a strategy for driving growth, and work with internal and external resources to execute on that strategy.

As a highly skilled communicator and experienced sales person, the Inside Partner Account Manager must also be able to translate complex and technical solutions into engaging and compelling conversations with partners and end-users.

So, what will you be doing as an Inbound Business Development Executive:

  • Qualify inbound leads and deliver topnotch customer service to potential customers in a quick and efficient manner.
  • Receive inbound calls and email inquiries from prospects interested in ISI’s solutions, and conducting follow-up qualification in order to create leads for the Sales Team.
  • Consult with potential customers on their UC Management challenges, identify needs and goals, and qualify how ISI’s solutions can solve their challenges, exceed their objectives, and help grow their business!
  • Support existing and new Channel Partners that inquire about ISI solutions for their customers.
  • Provide potential customers with necessary marketing materials regarding ISI’s solutions.
  • Assist New Channel Partners with onboarding by securing Channel Partner Agreements.
  • Actively engage with visitors to ISI’s website through Live Chat, email, and phone.

What can you bring to ISI as an Inbound Business Development Executive:

  • Bachelor’s Degree required or equivalent years of experience.
  • Dynamic personality who possesses a positive attitude and desire to be great.
  • Excellent email and phone communication skills.
  • Great at multi-tasking – being able to support multiple chat sessions with website visitors.
  • Thrive in a competitive team environment. You want to be the best.
  • Coach-ability. Open to new ideas and feedback. Constantly looking to improve your skills.
  • Ability to think strategically and make sound judgment to plan to achieve goals.
  • Persuasive with demonstrated history of success.
  • Properly on-boarding partners through representative training sessions, communication with Partner management to determine hierarchical structure and identify key personnel.
  • Fluency in English is required; bilingual skills in Spanish are a major plus.
  • Basic knowledge of Unified Communications & Collaboration as it pertains to Cisco or Microsoft is a plus.

Compensation and Benefits

  • Medical, vision, and dental insurance
  • PTO and paid company holidays
  • 401k program
  • Sales contests & team events

Pay rate commensurate with experience. Our working environment encourages employees to excel. We believe in rewarding our staff for exceptional work.

Qualified candidates should forward resume to:

ISI Telemanagement Solutions
Human Resources
1051 Perimeter Dr. Suite 200, Schaumburg IL 60173
hr@isi-info.com; Fax: 847-706-7148

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

   

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Territory Account Manager - West

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ISI develops, delivers and supports a portfolio of software solutions used by organizations to better manage and optimize their telephony infrastructure, employee productivity and telecom expenses. ISI’s solutions are platform agnostic – supporting both VoIP and legacy PBX based environments, may be deployed as an on-site software solution or as a cloud-hosted service, and focus on all modalities of the unified communications experience – voice, video, conferencing, IM, file sharing, and desktop screen capture. ISI sells its solutions through an extensive list of reseller partners and directly to end-user companies.

Job Title: Territory Account Manger - West

Department: Channel Sales

Reports To: Manager, Channel Sales

Industry: Unified Communications

Education: Undergraduate/BA/BS or equivalent combination of experience and education

Exemption Status: Exempt (Full-Time; 40+ Hours per Week)

What You'll Be Doing

The Territory Account Manager is responsible for developing and growing relationships with ISI’s Authorized Partners within an assigned territory, bring awareness to ISI’s solutions portfolio through partner enablement, building a pipeline of leads and opportunities through a consultative approach, and work within manufacturer channels (mainly Cisco and Microsoft) to develop Channel Partner opportunities. The Territory Account Manager will have a strong ability to analyze the territory and associated partner offices, create a strategy for driving growth, and work with internal and external resources to execute on that strategy.

As a highly skilled communicator and experienced sales person, the Territory Account Manager must also be able to translate complex and technical solutions into engaging and compelling conversations with partners and end-users.

Who You’ll Work With:

The West Territory is 1 of 6 sales territories at ISI. We serve customers across all verticals in the West Territory, including: Arizona, California, New Mexico, Nevada, Oregon, Utah and Washington. This is an exciting time to work with great Partners and their customers in this region. We have a collaborative team that meets weekly to share success stories within each of their own territories. We have a mature Partner Enablement model that will guide you on a path for success. Our Teams work hard, play hard and have fun doing it!

What Will Enable Success:

  • The successful candidate will be able to manage growth in a territory leveraging an extensive reseller network with new and existing relationships.
  • Work with existing and new ISI Partners on bringing awareness of ISI solutions to displace competition and demonstrate benefits of working with ISI.
  • Initiate the sales process by building relationships, qualifying potential prospects, and closing business with prospective Partners
  • Effectively present, position, and articulate the value of ISI’s UC & Collaboration solutions to both Partners and their prospective End-Users.
  • Proven track record of forecasting and managing key account metrics within Salesforce.com.
  • Seek new opportunities by ways of Social Media, Internal ISI outlets, previous relationships.
  • Assessing potential partner’s viability to resell ISI solutions and services through a consultative engagement focused on long term relationship and demonstrating ISI’s abilities to be a valued vendor for Unified Communications solutions.
  • Properly on-boarding partners through representative training sessions, communication with Partner management to determine hierarchical structure and identify key personnel.
  • Working with Manufacturer Partner Reps at Cisco and Microsoft who support assigned partners and generating partner opportunities within their respective book of business.
  • Working within Partner specialized vertical groups to expand ISI’s vertical reach by developing relationships and opportunities of ISI’s vertical focused solutions.

Who We Are:

  • 5+ years of Software Sales Experience (including SaaS/Managed Services).
  • Previous experience working directly or indirectly with Value Added Resellers (VAR) in a sales role.
  • General knowledge of Unified Communications Industry & IP Voice Technology is preferred (Cisco, Microsoft and/or Avaya knowledge a plus).
  • Preferred experience selling Collaboration & Contact Center Solutions such as Call Reporting Software, Collaboration Recording (Voice, Video, IM) Software and/or Telecom Expense Management (TEM) Software.
  • Preferred experience selling/supporting Solutions from Calabrio, NICE, Verint, ZOOM, Verba, Variphy, Calero, Metropolis.
  • Proficient with CRM (Customer Relationship Management) systems – Salesforce a plus.
  • Technical certifications supporting communications infrastructure are especially preferential.

Compensation and Benefits

Pay rate commensurate with experience. Our working environment encourages employees to excel. We believe in rewarding our staff for exceptional work.

Qualified candidates should forward resume to:

ISI Telemanagement Solutions
Human Resources
1051 Perimeter Dr. Suite 200, Schaumburg IL 60173
hr@isi-info.com; Fax: 847-706-7148

   

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