Job Details

Job Purpose

This position is responsible for the overall Carrier Services relationship with multiple carrier customers regarding revenue growth, revenue protection and customer satisfaction. The Senior Account Manager is the single point of coordination to optimize the customer relationship. They are expected to lead, coach and empower the indirect support personnel to produce and retain revenue and minimize costs while maintaining a high level of customer satisfaction. This position will provide executive level contact and positioning.

Essential Functions

• 40% - Support growth through sales and successfully retain revenues from assigned customers. Account revenue responsibility is approximately $10 to $20 million annually. This individual manages all aspects of revenue production and sales support for assigned customers and coordinates all assigned resources to meet the customer's needs, retain revenue and close on new sales. Utilize excellent business acumen, to include financial, legal, regulatory, and negotiation skills to meet revenue objectives and customer needs. This individual is responsible for the overall revenue retention and growth of their customer base through the account planning process.
• 35% - Create revenue plans and monitor customer relationships. Responsible for the overall revenue retention and growth of the assigned customer base through the account planning process. Create, identify, and close new project revenue opportunities within assigned customers. Understand telecom and information technology trends implemented within the customer's business. Completely understand customer's business focus and goals and customer's "decision making process. Completely understand and manage all customer support issues and strategies. Manages responsibility overall with strong interpersonal and communication skills. This individual will serve as customer advocate to other CBT and other entities as required.
• 15% - Ensure complete customer satisfaction. Provide guidance in developing and executing plans and activities to ensure that all support functions are performed at optimal levels to meet customer's satisfaction objectives. Interact with all management levels regarding service support and resources including escalation. Remove barriers to effective deployment of resources by developing and reviewing project plans and schedules, determining priorities as necessary, monitoring status, and consulting on forecasted projects to ensure optimal operations. Provide direction and feedback to all support staff in a consistent and appropriate manner to ensure complete customer satisfaction.
• 10% - Understand the Company's strategic direction, sales goals, and implementation process. Completely understand and communicate the Company's and customers' strengths and vulnerabilities. Develop, position, and maintain strong relationships characterized by integrity, trust, and enthusiasm across all levels of management. Interface with technical support staff, engineering, marketing, IT, and other CBT processes in all functional areas to understand account needs and focus resources to meet customer's business needs. Provide assistance in developing and executing plans and activities to ensure that all support functions perform at optimal levels of profitability and productivity.

Education

• Four years of College resulting in a Bachelor's Degree or equivalent experience

Relevant Work Experience

• 3 to 5 years of relevant experience
• Demonstrated success in sales or sales management role at altafiber/HT or in a related business
• Outside experience in complex telecommunications design needed
• Experience with management of complex communication projects desired

Special Knowledge, Skills and Abilities

• Consulting skills ensure complete customer satisfaction for clients while meeting revenue growth objectives, through consultative selling, negotiation, sales process knowledge, and customer knowledge
• Planning skills - develop specific customer strategies, plans, and offers for clients through planning and qualifying customer opportunities
• Personal effectiveness skills - innovative, enthusiastic, good customer contact/sales skills and problem-solving skills, and develop individual competence and develops sales and support resources to achieve client plans through innovation, leadership, and resource management
• Technical skills - continually grows technical capability and increased market and competitive intelligence for the client through self-management, product knowledge, business acumen, and industry knowledge
• Excellent office automation skills - strong working knowledge of Internet, Carrier Services communications, network technologies and trends, with a creative, innovative, enthusiastic and organized style
• Project management skills -- familiarity with a high degree of project management disciplines, knowledge of and experience with project management automation tools, and knowledge of services and the processes surrounding the operation

Supervisory Responsibility

• No Supervisory Responsibilities

Salary range: $70,000-$105,000

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran