Senior Account Manager

3 weeks ago

Fort Myers, United States Blue Stream Fiber Full time
Job Title:Senior Account Manager

Reports to:Director of Account Management

FLSA Status: Exempt

Department:Operations

Location:Naples, Ft. Myers

About our company

Blue Stream Fiber provides all customers, including residents, HOAs, COAs, developers, and businesses with the most advanced broadband, television, and voice products all over 100% gigabit-capable networks. With a 45-year history of providing customers with local and high-touch customer service and world-class future-proof technology, Blue Stream Fiber has become a trusted telecommunications partner throughout Florida.

Our Mission Statement:

We earn the trust of communities to provide their essential connection to the world, Internet Service. Using our service will improve our customers' daily experience, because for once, they will have Internet, TV and Phone that just works right every day and is backed by a team that cares.

Our Vision Statement:

To push the bar higher each day, to never stop listening to our customers and to provide a service that is clearly better than anyone else.

Why work for us:

  • Industry leader for over 45 years.
  • Great culture and support team.
  • Dynamic and collaborative team environment.
  • Eligibility to enroll in medical benefits after one month, as well as 401K plan.
  • PTO & Paid Holidays.
  • Strong company commitment to community outreach initiatives.
  • Recipient of multiple industry awards, including Best Places to Work, Innovation, Leadership and Readers' choice.
About the role:

The primary responsibility of the Senior Account Manager is to directly support the Director of Account Management and manage a Team of Account Managers. They are responsible for ensuring the Account Managers is providing the highest level of customer service while positively and professionally representing the company. The Senior Account Manager would interface and build strong relationships with Property Management and Board Members of Associations in Blue Stream Fiber's Account Portfolio. The position will require advanced supervision of each account to ensure all contractual and business terms are developed and identify opportunities to increase sales penetration. The Senior Account Manager will aid and facilitate high-level escalations from accounts and resolve them swiftly and effectively. This position will have its own accounts to manage as well as supervise Account Managers to ensure their respective accounts are properly managed.

Responsibilities for this role:
  • Coach, train, and develop a Team of Account Managers.
  • Ensure Account Management Team is representing Blue Stream Fiber in a positive manner and building strong relationships with the Property Management, Board of Directors, and customers.
  • Facilitate strong communication and collaboration between internal departments including Customer Service, Operations, Legal, Marketing and Accounting to improve efficiency.
  • Maintain a high-level view of service standards and escalate issues accordingly.
  • Manage escalation trackers of Account Managers and report executive level escalations to the Director of Account Management as needed.
  • Manage action trackers of Account Managers to ensure completion of pending action items.
  • Partner with Account Managers to facilitate the successful turnover of launch properties.
  • Manage account referrals and provide the Sales team new account leads.
  • Work with Sales and Business teams to identify potential leads for new construction properties.
  • Partner with Account Managers to increase subscriber penetration for retail and bulk accounts.
  • Partner with Account Managers to host Blue Stream Fiber educational and community events to promote relationship building.
  • Support Director of Account Management with HOA and Community meetings as requested.
Requirements for this role:
  • Bachelor's degree (B.S.) and/or a minimum of eight years of related experience.
  • Previous leadership and/or coaching experience.
  • Cable or telecommunications to include bulk agreements background preferred.
  • Ability to read, write and speak the English language. Bilingual is a plus
  • Ability to organize and prioritize effectively
  • Proficient in Microsoft Office, Excel, and Power Point, including Internet, e-mail, and database software as required.
  • Excellent oral and written communication and listening skills
  • Strong organizational and time management skills
  • Exemplary Attendance and Punctuality
  • Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
  • Focuses and guides self and team members in accomplishing work objectives.
  • Interacts with others in a way that gives them confidence in one's intentions and those of the organization.
  • Makes customers and their needs a primary focus of one's actions, developing and sustaining productive customer relationships.
  • Identifies and understands issues, problems, and opportunities; compares 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.
  • Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
  • Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
  • Maintains 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.
  • Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
  • Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
  • Sets 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.
Blue Stream Fiber is an affirmative action and equal opportunity employer, our team has a wide range of backgrounds and experiences, and we value:
  • Accountability
  • Innovation
  • Teamwork
  • Diversity & Inclusion
  • Dependability
  • Integrity

We welcome new perspectives and affirm that all employment decisions are made without regard to race, color, ancestry, religion, national origin, age, familial or marital state, sex, sexual orientation, disability, veteran status, or any other classification protected by federal, state, or local law.

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