Account Manager, Business Services

Department: Account Management

Employment Type: Full Time

Location: Remote

Reporting To: Supervisor, B2B Account Manager

Description

Key Responsibilities

• Coordinate with staff members working on the same account to ensure consistent service, including but not limited to Kick-Off Meetings, project updates, and customer activations with test and turn up.
• Order Entry/Order Management for customer accounts post-sale through the journey to installation.
• Assist customer with billing inquiries and general customer service needs.
• Collaborates with sales team to build a relationship with the customer immediately after sale as well as assisting with prospective clients. This includes setting up referrals, and effectively communicating upselling and prospect opportunities to the sales team.
• Service multiple clients concurrently, often meeting deadlines. Ensuring customers receive products and services in a timely fashion. Holding meetings with customer POC’s to ensure clear and consistent communication. Providing internal teams with necessary information to ensure that services and process are working properly. Effectively communicates customer needs and requests to proper departments to ensure the best customer service.
• Conducts proactive calls into responsible base to do account reviews as required, touch points on overall customer satisfaction. Develop plans with management to improve all customer experience where required.
• Support Customer support operations where needed with complex customer situations.
• Interface with Project Management on all new build projects. Reporting on and holding accountability for internal service levels. Communicating with customers on project status updates.
• Develops and maintains long-term relationships with accounts. Responsible for retaining customer base and optimizing revenue through customer satisfaction.
• What you bring to the table:
• Focused and able to guide team members to accomplish work objectives.
• Able to Interact with others in ways that give them confidence in one’s intentions and those of the organization.
• Make customers and their needs a primary focus of one’s actions, developing and sustaining productive customer relationships.
• Identify and understand issues, problems, and opportunities.
• Compare data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
• Able to deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
• Maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Actively able to appreciate and include the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Skills, Knowledge & Expertise

• Minimum of five years of related experience.
• Proficient in I-COMS billing system is preferred.
• Proficient in CRM tools such as salesforce.com, Zoho, HubSpot and other comparable tools.
• Ability to communicate in the English language. Bilingual in any language is a plus.
• Able to organize and prioritize effectively.
• Proficient in Microsoft Office, Excel, and Power Point.
• Cable or telecommunications background preferred.

Job Benefits

• Medical, Dental and Vision
• PTO & Holidays
• 401K + Match
• Life Insurance
• FSA & HSA
• Short Term/Long Term Disability
• Legal Plan Support & EAP