To put a renewed focus on client satisfaction in all aspects beyond technical support, Allied Telecom has built a Client Success Team led by Allied veteran Melanie Jameson.
Arlington, VA – Allied Telecom, a leading provider of business Internet, Data Transport, Voice and Unified Communications services, is pleased to officially introduce its Client Success team, assembled and led by Vice President of Client Success, Melanie Jameson. The team was created to work closely with all departments to drive a positive and proactive post-sale experience for Allied’s clients, resulting in strong retention.
“Melanie is the perfect fit for this role,” said Ricardo Brooks, Allied’s Chief Operating Officer. “She has over a decade of experience at Allied in client-related roles, and her passion for client advocacy made her the obvious choice to build and manage this new team. She is truly a role model for the entire company for what it means to be intensely client-focused.”
Melanie is a 17-year veteran in the telecommunications industry and has been with Allied for 11 years in management roles supportive of client operations and sales functions. She began her telecommunications career with Birch Telecom, and her background also includes key positions at Cavalier Telephone where she served as the Business Care Manager responsible for the inbound and outbound call center and account retention efforts. Since stepping into this role, she has become a member of CCW Women in Contact Center and has been actively attending conferences to learn industry best practices for customer experience.
Melanie first began assembling the Client Success team earlier in the year, with a thorough recruitment process to find individuals well suited to client advocacy. Her team owns the client lifecycle from onboarding to renewal, including sending satisfaction surveys, assisting with client escalations, managing the inbound billing phone line, and managing client contract processes. To support these tasks, Melanie built a call center and created a ticketing system for the team to track all account-related and administrative requests by clients, working in conjunction with account managers to ensure a timely, accurate, and aligned response. Her team also focuses on listening to clients and gathering information via client satisfaction surveys to determine general customer health. The next initiative for the Client Success Team will be to establish a Client Advisory Board to elicit feedback on Allied’s product offerings, service, and support.
“Our number one objective is the success and satisfaction of Allied’s clients,” said Melanie. “While Allied has always been known for our white glove support, we wanted to put a renewed focus across the entire company to examine every single interaction we have with clients -from billing to account administration – to make working with Allied as easy and simple as possible every step of the way.”
About Allied Telecom Group: Allied Telecom is a highly regarded network service provider in the MidAtlantic and Northeast regions. Known best as a “trusted technology partner,” Allied has delivered Internet, data transport, voice, Unified Communications, and cloud connectivity solutions for clients in business, government and the nonprofit sector for more than 20 years. For more information, visit http://www.AlliedTelecom.net.