Account Manager

Job Title: Account Manager

Division: Sales & Marketing

Department: Sales

Job Summary:

The Account Manager is responsible for a variety of activities with the primary goal is to expand the Telesystem product portfolio within the customer base, building and maintaining customer relationships, upselling and renewing contracts, and reduction of churn. These activities would include but limited to: providing a consultative sales approach to increasing new services to new and existing customers, forecasting monthly sales projections, and properly communicating and documenting correspondence. This position requires the ability to speak knowledgably about the Telesystem product portfolio, have an understanding of current market rates, identify any “At Risk” customers along with identifying additional opportunities within the base of customers they interact with. Upon determining further needs within the base of accounts that they are responsible for, the Account Manager will engage with several departments to assist in new services, renewals, upsells that the customer requires.

The Account Manager reports to: Manager, Customer Success

There are no direct reports to this position.

The Account Manager interfaces with the following key personnel with the company though is not limited to by this list:

• Sales Support team
• Technical Support team
• Sales Engineers
• Implementation team
• Service Delivery team
Account Management team

Essential Job Functions

• Maintain an in depth knowledge of customers current technology solutions and future roadmap

• Execution of retention strategies set forth by the Manager, Customer Success for the responsibility of the reduction of churn and proactive contacts with current customer base.

• Provide proactive open communication for any “at-risk” strategic customers to the Manager, Customer Success for the purpose of retaining the business
• Contacting customer base via phone, email, or social media as defined by Manager, Customer Success
• Maintaining an accurate funnel for the purposes of weekly forecasting via MasterStream

• Maintaining and updating company sales reports via Smartsheet

• Meet the revenue quota required for this position set forth by sales leadership

• Properly document all communication with customer via HubSpot and Rev IO

• Understand Telesystem installation process effectively to communicate expectations to customer base

• Effective communication and proper time management of Telesystem projects that require specific deadlines

• Utilizing Smartsheet in daily operations for the role including but not limited to: project tracking, sales reporting, customer credit requests and disconnects

• Utilizing Excel in daily operations for the role including but not limited to: customer account review of products and services, exporting documents for customers
• Updating contact names, email addresses and account information for preferred means of communication within the account base.

Job Requirements
Education and Experience

• HS diploma or equivalent degree- required
• Minimum of 2 years telecommunications account management experience- preferred
• Bachelor’s degree- preferred
• Proficient in Microsoft Office
  • Excel, Smartsheet, outlook - preferred
• Working knowledge of CRM applications
• Traditional telephony services – analog, POTS - preferred
• Technology Cloud Services – Security Solutions, Networking Solutions, VoIP, IoT - preferred
Social Media knowledge/experience – preferred

• Displays Leadership – Role Model, Communicates vision, possesses Emotional Maturity, Manages Risks, Resiliency, and Business Acumen.
  

Required Skills

• Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others.
• Listens attentively to others, asks clarifying questions, actively listens, stays open to other viewpoints, and manages distractions and interruptions.

• Maintains composure during stressful times;
• Ability to work effectively as a team member;
• Evidence of good organizational skills;
• Careful attention to detail;
• Ability to work independently, with little or no supervision;
• Ability to bring projects/assignments to completion within required time frames;
• Present professional appearance and demeanor through verbal and non-verbal communication
• Demonstrates good working relationship with other Account Managers, Engineering and Programming personnel
  

• Demonstrate positive attitude under pressure to co-workers and other contacts

USE OF COMPANY RESOURCES, EQUIPMENT, AND CONFIDENTIAL INFORMATION
Company resources and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of information gained via any company resource is breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.