Strategic Account Manager

2 days ago

Princeton, New Jersey, United States RCN Management Corporation Full time
Job Title: Associate Strategic Account Manager

Astound Broadband, a leading telecommunications provider, is seeking an Associate Strategic Account Manager to join our team. As a key member of our Account Management team, you will be responsible for developing and executing account strategies to ensure exceptional customer experiences for our Carrier and Cellular customers.

Key Responsibilities:
  • Develop and execute account strategies for assigned existing customers to ensure Astound is delivering an exceptional customer experience in terms of network, service offering, billing, and care.
  • Work with the Manager, Account Management on account assignments and appropriate work disbursement to effectively meet the goals of the role.
  • Be the first point of escalation for the Account Management team for assigned accounts.
  • Proactively call assigned customers to coordinate periodic business reviews as defined by customer.
  • Review existing contracted services and ensure customer has copies of contracts, circuit IDs, and key personnel contact information including NOC, billing, and care.
  • Actively manage upcoming contract expirations and track/report renewal success rate.
  • Maintain regular contact with customers and share new corporate initiatives Astound may be engaged with or new business opportunities/products customer may be interested in.
  • Serve as primary contact and key point of escalation for post-sale issues that arise and own communication link to customer through final resolution.
  • Serve as key stakeholder and in collaboration with sales reps to help as needed for installation updates and general customer follow-up.
  • Utilize and manage internal resources to efficiently resolve customer questions, billing issues, inquiries, requests, disputes, and service audits on the customer's behalf.
  • Engage internal stakeholders and coordinate customer interfacing meetings when needed to match customer requirements and Astound capabilities on product, network, billing, and/or care.
  • Provide periodic updates to leadership detailing best practices on customer experience initiatives needed to guarantee positive outcomes for customer and Astound.
  • Quarterly and/or periodic travel within footprint.
  • Other duties as assigned.
Requirements:
  • 2-4 year college degree or equivalent relevant experience required.
  • Minimum of 10 years of industry-related experience.
  • Expert familiarity in reviewing complex legal documents, including master service agreements, service level agreements, and non-disclosure agreements.
  • Demonstrated success in telecommunications, including strategic and large business customers, especially Carriers and Cell Carriers.
  • Experience in account planning, including account profiling, account positioning strategy, customer needs analysis, sales opportunity development, service improvement planning, and long-range account management strategies.
  • Professional business acumen in reporting and database use.
  • Product knowledge of both switched and dedicated services, as well as associated end-user and carrier applications.
  • Operational understanding of telecommunications ordering, provisioning, and billing processes.
  • Strong ability to communicate at all levels within an organization.
  • Strong knowledge of general marketing principles and tools.
  • Strong skills necessary for decision-making and maintaining customer retention.
  • Strong interpersonal skills.
  • Very strong, at minimum intermediate level of Microsoft software, including Excel, PowerPoint, and Word.
  • Extremely detail-oriented.
Benefits:
  • 401(k) retirement plan with employer match.
  • Insurance options, including medical, dental, vision, life, and STD insurance.
  • Paid Time Off/Vacation: starting at 80 hours per year, and increases based on tenure with the organization.
  • Floating Holiday: 40 hours per year.
  • Paid Holidays: 7 days per year.
  • Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws.
  • Tuition reimbursement program.
  • Employee discount program.
Compensation:

The base salary range in CA, OR, WA, MA, and NY for this position is $75,000 - $97,000, plus opportunities for bonus, benefits, and commission, if applicable.

Actual pay will vary and may be above or below the range based on various factors, including but not limited to, relevant skills, experience, and capabilities.

It is specific to CA, OR, WA, MA, and NY and may not be applicable to other locations.

Targeted commissions at full attainment are twenty-five thousand dollars annually.

Our sales total compensation offers the potential for significant upside above targeted earnings for those who overachieve their sales targets.

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