As the Director of Client Services in the sales department at FirstLight, you will be responsible for leading and managing the client services team to ensure the highest level of customer satisfaction. You will develop and implement strategies to enhance client retention and growth, optimize customer service processes, and foster a culture of excellence in customer relations. Your role will involve collaborating closely with the sales, marketing, and product development teams to align client needs with the company's offerings, contributing to the overall growth and success of the organization.

Responsibilities:

1. Team Leadership: Lead, mentor, and manage the client services team, fostering a positive and collaborative work environment. Set clear performance objectives, provide regular feedback, and encourage professional development.
2. Client Relationship Management: Build and maintain strong relationships with key clients, understanding their needs and ensuring that the team provides timely and effective solutions. Proactively address client concerns and seek opportunities for upselling and cross-selling.
3. Strategy Development: Develop and implement client services strategies aligned with the company's sales objectives and overall business goals. Identify opportunities for process improvements and innovative approaches to enhance customer satisfaction.
4. Collaboration: Collaborate with the sales, marketing, and product development teams to align client requirements with the company's offerings. Communicate client feedback and market trends to relevant teams for continuous improvement and product development.
5. Performance Analysis: Analyze key metrics and client feedback to assess the effectiveness of client services initiatives. Utilize data-driven insights to make informed decisions and drive improvements in client retention, satisfaction, and overall sales performance.
6. Resource Management: Allocate resources efficiently, ensuring the team has the necessary tools and support to deliver exceptional customer service. Monitor budgetary constraints and optimize resource allocation for maximum efficiency and profitability.
7. Risk Management: Identify potential risks or challenges in client relationships and develop proactive strategies to mitigate these risks. Implement protocols to handle client escalations and resolve issues in a timely and satisfactory manner.
8. Market Awareness: Stay updated on industry trends, market dynamics, and competitive landscape to adapt client services strategies accordingly. Anticipate market shifts and align the team's efforts to meet changing client demands and expectations.

Qualifications:

• Bachelor's degree in Business Administration, Sales, Marketing, or a related field. A Master's degree is a plus.
• Proven experience in a senior client services management role within the sales industry.
• Exceptional leadership and team management skills with a track record of building and motivating high-performing teams.
• Strong interpersonal and communication skills with the ability to foster positive client relationships and collaborate across departments.
• Analytical mindset with the ability to leverage data for strategic decision-making and performance improvements.
• A comprehensive understanding of sales processes, customer relationship management, and client retention strategies.
• Demonstrated ability to thrive in a fast-paced, dynamic environment and adapt to evolving business needs.

 

FirstLight is seeking an experienced and success driven Carrier Account Executive interested in joining a highly successful team.  FirstLight, provides fiber optic data, voice, and high-speed Internet services to carrier and wholesale customers throughout the Northeast utilizing its own fiber optic network. FirstLight offers a robust suite of advanced telecommunications products, including Dark Fiber, Metro Ethernet, Data Center & Colocation.  

Firstlight Incentive Benefits Package:

• Comprehensive health coverage (Medical, Dental Vision)
• Paid Time Off (Vacation, Personal/Sick, Floating Holidays)
• Paid Volunteer Hours
• Competitive 401(k) program with company match
• Tuition Reimbursement
• Flexible work arrangements

Position Summary Reporting directly to the Vice President of Carrier and Wholesale Sales, this individual will be responsible for working directly with wholesale wireline and wireless customers, including but not limited to interexchange carriers, wireless carriers, internet service providers, CLECs, MSOs and Hyperscalers.  Carrier Account Executives are expected to cultivate existing and new relationships in order to develop and close new revenue opportunities on behalf of FirstLight. Responsibilities

• Achieve or exceed monthly revenue targets
• Schedule and attend sales meetings to present FirstLight’s value proposition and identify new opportunities
• Provide competitive proposals, highlighting FirstLight’s value proposition and strengths
• Act as primary point of contact for customers providing a high level of customer service
• Develop and maintain strong relationships with decision makers and influencers within assigned Carrier accounts
• Maintain accurate account information and proposal status in the Company’s CRM system
• Willingness and ability to travel

  Required Skills

• Strong prospecting, networking and business development skills
• Strong written and verbal communications skills
• Ability to work in a team environment, with minimal supervision, managing multiple accounts and proposals with positive results
• Strong presentation skills
• Strong negotiation skills
• Solid understanding of Ethernet, IP and Networking technology (required)
• Solid understanding of competitive landscape in Metro Ethernet and IP market (required)

  Experience/Education:

• 7-10 years successfully selling to Carrier/Wholesale customers
• Proficiency in Microsoft Office Suite
• Proficiency in CRM applications
• Bachelor’s degree preferred

Position Overview: As a Client Retention Manager in Sales at FirstLight, you will be responsible for developing and executing strategies to ensure the long-term satisfaction and retention of our existing client base. Your role will be pivotal in maintaining strong relationships with our clients, enhancing their overall experience, and fostering continued business partnerships. You will work closely with the sales team and other key stakeholders to drive client retention and revenue growth.

Key Responsibilities:

1. Develop and implement client retention strategies to meet or exceed retention targets and KPIs.
2. Analyze client data and feedback to identify areas for improvement and opportunities for enhancing client satisfaction and loyalty.
3. Proactively engage with clients to understand their evolving needs and ensure that our products and services continue to meet their requirements.
4. Collaborate with the sales team to identify upsell and cross-sell opportunities within the existing client base, thereby maximizing revenue potential.
5. Conduct regular client reviews and check-ins to assess their satisfaction levels, address any concerns, and gather feedback for continuous improvement.
6. Create and implement customer loyalty programs and initiatives that incentivize continued engagement and strengthen client relationships.
7. Work closely with the marketing team to develop targeted communication and engagement strategies for our existing clients.
8. Monitor and report on key metrics related to client retention, presenting findings and recommendations to senior management regularly.
9. Provide training and support to the sales team to enhance their client retention skills and ensure a cohesive approach across the organization.
10. Stay updated on industry trends, competitor activities, and market dynamics to maintain a competitive edge in client retention strategies and practices.

Qualifications and Skills:

• Bachelor's degree in business administration, marketing, or a related field (Master's degree preferred).
• Proven experience in client retention, account management, or sales, preferably within the [industry/sector].
• Strong understanding of sales processes and customer relationship management (CRM) software.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Proven track record of meeting and exceeding client retention targets and KPIs.
• Ability to work collaboratively in a team environment and across departments.
• Strong organizational skills and attention to detail.
• Adaptability and the ability to thrive in a fast-paced, dynamic work environment.

Join our team and be part of a dynamic and innovative organization that values client satisfaction and long-term relationships.

FirstLight is seeking an experienced and success driven Channel Manager interested in taking their career to new heights. FirstLightOpens in New Window, provides fiber optic data, voice, and high-speed Internet services to enterprise, carrier and wholesale customers in Upstate New York and Northern New England utilizing its own fiber optic network. FirstLight offers a robust suite of advanced telecommunications products, including dedicated Internet access, Metro Ethernet, traditional TDM solutions, SIP trunks, virtual PBX and audio-conferencing, managed commercial wireless systems, and Data Center Colocation.

Firstlight Incentive Benefits Package:

• Comprehensive health coverage (Medical, Dental Vision)
• Paid Time Off (Vacation, Personal/Sick, Floating Holidays)
• Paid Volunteer Hours
• Competitive 401(k) program with company match
• Tuition Reimbursement
• Flexible work arrangements

Position Summary Reporting directly to the Senior Director of Channel Sales, this individual will be responsible for working directly with agents, and re-sellers, including but not limited to cloud service providers, and internet service providers.  Channel Managers are expected to cultivate existing and new relationships in order to develop and close new revenue opportunities on behalf of FirstLight. Responsibilities

• Achieve or exceed monthly revenue targets
• Schedule and attend sales meetings to present FirstLight’s value proposition and identify new opportunities
• Provide competitive proposals, highlighting FirstLight’s value proposition and strengths
• Act as primary point of contact for customers providing a high level of customer service to all FirstLight’s customers
• Develop and maintain strong relationships with decision makers and influencers within assigned Channel accounts
• Maintain accurate account information and proposal status in the Company’s CRM system
• Willingness and ability to travel

Required Skills

• Strong prospecting, networking and business development skills
• Strong written and verbal communications skills
• Ability to work in a team environment, with minimal supervision, managing multiple accounts and proposals with positive results
• Strong presentation skills
• Strong negotiation skills
• Solid understanding of Ethernet, IP and Networking technology (required)
• Solid understanding of competitive landscape in Metro Ethernet and IP market (required)

Experience/Education:

• 7-10 years successfully selling WAN and IP Technologies to Agents/Re-seller customers
  • Preferably experience selling Metro Ethernet, Fiber Optic, or Data services within the telecommunications space
• Proficiency in Microsoft Office Suite
• Proficiency in CRM applications, experience with SalesForce a plus
• Bachelor’s degree preferred

GENERAL STATEMENT OF DUTIES: 

As part of the Data Center Operations Team a Data Center & Security Services Technician provides 24/7 call center service to our data center and cloud service customers, fielding incoming calls, emails, and other forms of communication, opening and working tickets, and escalating inquires where needed to ensure issues are resolved in a timely manner. The Data Center & Security Services Technician monitors alerts associated with the physical environment of our data centers, maintains access control and security monitoring of all FirstLight facilities, and provides other assistance as it relates to toll fraud, hosting and other technical support. Schedule: Full-Time, Wednesday & Thursday 10:00am - 6:00pm (with some flexibility in shifts, 9:00am - 5:00pm or 11:00am to 7:00pm) and Friday through Sunday 4:00pm - 12:00am.  Position is located on-site at our Williston, Vermont office.

Firstlight Incentive Benefits Package:

• Comprehensive health coverage (Medical, Dental Vision)
• Paid Time Off (Vacation, Personal/Sick, Floating Holidays)
• Paid Volunteer Hours
• Competitive 401(k) program with company match
• Tuition Reimbursement
• Flexible work arrangements

  ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Field incoming calls, emails, and other forms of communication for data center and cloud service customers, opening and working tickets and escalating inquires where needed, ensuring timely response to customers and applicable parties.
• Maintain and manage facility access to all FirstLight facilities as well as 3^rd party sites that we collocate out of. This includes processing access requests, producing and shipping access cards, and providing remote access after validating credentials.
• Monitor alerts for changes in environmental conditions (temperature and power levels) for the data centers, escalating to appropriate teams for repair where warranted.
• Provide remote security monitoring of FirstLight facilities including responding to internal and external alarms and reviewing site footage for reported incidents.
• Monitor the FirstLight voice network for Domestic and International Toll Fraud responding to cases of suspected fraud to prevent further costs from accumulating. Work with both customers and internal teams to identify and resolve Toll Fraud incidents.
• Manage customer DNS hosting requests, processing record updates and removal through IP management software. Troubleshoot and support customer website and email services on cPanel platform.
• Receive and review DMCA (Digital Millennium Copyright Act) and IP abuse complaints from 3rd parties (Copyright Holders, other providers) to determine validity and source, relaying information to the customer when necessary. Investigate subpoenas as they related to internal IPs.
• Provide hands-on assistance in local data centers. Examples include but are not limited to equipment reboots, swapping components, installing gear, completing cross connects, providing vendor escort, and general maintenance.
• Completes special projects and other duties as assigned.

    QUALIFICATIONS, KNOWLEDGE, and SKILLS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the qualifications, knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.   Must have thorough technical aptitude and ability to navigate multiple systems and technologies. Ability to communicate professionally through all types of media with customers, associates, and management, with the ability to exhibit poise, composure, and confidence when confronting stressful situations. Must have strong work ethic, be well organized, and reliable. Ability to work independently and with a team with an emphasis on accuracy and timeliness. High degree of integrity required with the ability to deal with confidential customer information.   EDUCATION and/or EXPERIENCE: High School Diploma (or GED or High School Equivalence Certificate) plus two-three (2-3) years relevant experience with preferred or a combination of education and experience.   SUPERVISORY RESPONSIBILITIES: None   WORK ENVIRONMENT / PHYSICAL DEMANDS: The work environment characteristics and physical demands described are representative of those an employee encounters while performing the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   While performing the duties of this job, the employee is regularly required to sit.  The employee frequently is required to walk, use hands and fingers, handle objects or controls, talk and hear, stand, and reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision.   The noise level in the work environment is usually moderate.