Network Customer Relationship Manager

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 network, telecom, internet, data, or related cloud and connectivity solutions. You combine consultative selling with highly responsive service, using a strong understanding of each customer’s business goals to identify practical technology recommendations and retention opportunities. You are comfortable managing multiple priorities, navigating time-sensitive requests, and owning follow-through with minimal supervision.

You use customer data and account history to prioritize actions, communicate clearly with clients and internal partners, and keep opportunities moving. You stay composed when resolving issues and build trusted relationships with customer decision-makers, IT teams, carriers, vendors, and internal stakeholders.

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

• Manage a portfolio of network customer accounts to protect existing revenue, strengthen customer retention, and grow bookings through renewals, upgrades, and new sales opportunities.
• Own re-term, renewal, and upgrade opportunities from customer outreach and pricing requests through execution, coordinating the right internal teams, carriers, and vendors to deliver on commitments.
• Apply network and telecom expertise, account data, and customer business context to recommend solutions, develop business cases, and prioritize the strongest opportunities.
• Serve as a primary escalation point for customer issues, facilitate move, add, change, and disconnect requests, and ensure timely follow-through on inquiries and incident resolution.
• Maintain accurate account documentation, manage a disciplined pipeline for assigned opportunities, and identify process improvements that enhance customer experience and operational efficiency.

What we’re looking for

• 3+ years of client relations or account management experience.
• 1+ years of sales-related experience in a B2B environment.
• Experience with telecommunications, network, internet, data, cloud, or related technology solutions.
• Experience managing customer renewals, re-terms, upgrades, or conversion opportunities while maintaining strong long-term client relationships.
• Ability to interpret account data and present complex information clearly to customers and internal stakeholders.
• Clear written and verbal communication skills, strong organization, and sound 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.
• At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice
• At AppDirect, AI tools may assist our recruitment team with administrative automations — always under human oversight. AI tools do not make hiring decisions or solely automated decisions about your candidacy – all decisions are made by our people. By submitting your application, you acknowledge that your information may be processed in this way. You may request access or deletion at any time by contacting privacy@appdirect.com.