Strategic Account Manager

Classification: Exempt / Non-Bargaining

The Strategic Account Manager II position is responsible for total ownership of large enterprise accounts. The primary responsibility of the Strategic Account Manager II is to provide the highest tier of customer experience operating as the single point of contact for this customer segment. This position is available for ordering, billing and repair escalations; with a primary focus on service impacting issues. Additional responsibilities include churn ownership and renewal ownership.

This position is responsible for the following functions for customers >$5,000 in monthly spend.

• Churn mitigation/business growth support
• One point of contact for all issues for assigned customers and sales teams
• Best of the best in customer support- very knowledgeable with a broad set of skills
• Enhanced Product knowledge
• Renewal ownership
• Total revenue base management
• Quarterly business reviews
• Monitor all aspects of the customer's account.
• Customer facing, local to market

• Ability to work and function in a fast-paced environment with multiple priorities while handling internal and external customer needs.

• This position is a field-based resource which is close to the customer and sales.

• Promotes a personalized customer experience, based on the needs of the customer.

• Responds to and resolves customer complaints by researching the problem and developing appropriate solutions within an empowered environment and in accordance with company guidelines.

• Proactively follows up and coordinates with other departments to ensure resolution of customer issues.

• Position will be required to direct meet with customers and conduct Quarterly business reviews.

• Strong commitment to organizational development and coaching designed to drive improvement of key measures.
• Understanding of how to navigate internal company dynamics and prioritize resources.
• Knowledge of customer order entry and functionality.
• Sales experience, but not solely sales focused- engagement can begin pre-sale for new logo opportunities.
• Planning skills to develop and implement daily operational directives designed to enhance performance, improve work processes and customer interactions.
• Proficient in Microsoft Office programs.
• Ability to multi-task in a fast-paced environment.
• Strong communication skills- must keep customer informed.
• Strong analytical skills.
• Candidate must have excellent time management and organizational skills.
• Candidate must be able to communicate technical information and telecom terminology in a manner that the customer can comprehend.
• Must maintain a high level of professionalism, focus, and patience managing multiple competing priorities in a fast-paced environment.

Required Education & Experience:

In order to accomplish the essential duties of this position, the incumbent must have a Bachelor's degree or equivalent experience of five years or more in the Telecom industry. Previous customer service and an understanding of order processing are necessary. Experience managing projects required.

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance #LI-Hybrid

Pay range (commensurate with skills and experience): $69,323 - $105,074

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.