What are the responsibilities and job description for the Account Manager (Network Account Management Team) position at Momentum?
Summary
The Network Account Manager will act as the primary point of contact for about 300 existing network-only customers. In this role you will serve as the customer advocate and be responsible for the overall satisfaction of the client in every aspect of their communication with Momentum. During monthly communication to customers you will educate them on additional areas Momentum can assist their business. You will be responsible for tracking contract dates and initiating a renewal discussion. You’ll partner with an Account Manager on sale and renewal opportunities. This position is focused on retention, you’ll manage customer expectations and work with various departments internally to facilitate problem resolution. The Network Account Manager is required to consistently provide excellent customer service to assigned accounts, consultatively ascertain client needs, and present client intelligence data within Momentum to ensure a high-quality customer experience.
A successful Network Account Manager will develop relationships with users, influencers and decision makers within each organization; have a basic understanding of the Momentum services and Unified Communications industry; and thrive in a fast-paced environment.
Responsibilities:
The Network Account Manager will act as the primary point of contact for about 300 existing network-only customers. In this role you will serve as the customer advocate and be responsible for the overall satisfaction of the client in every aspect of their communication with Momentum. During monthly communication to customers you will educate them on additional areas Momentum can assist their business. You will be responsible for tracking contract dates and initiating a renewal discussion. You’ll partner with an Account Manager on sale and renewal opportunities. This position is focused on retention, you’ll manage customer expectations and work with various departments internally to facilitate problem resolution. The Network Account Manager is required to consistently provide excellent customer service to assigned accounts, consultatively ascertain client needs, and present client intelligence data within Momentum to ensure a high-quality customer experience.
A successful Network Account Manager will develop relationships with users, influencers and decision makers within each organization; have a basic understanding of the Momentum services and Unified Communications industry; and thrive in a fast-paced environment.
Responsibilities:
- Collaborate with internal resources (Support, Implementation, Billing, Engineering) to share information and ensure end-to-end customer satisfaction for an account base of approximately 300 customers that is expected to continue growing monthly
- Communicate monthly with each assigned account for a purpose (follow- up on marketing communication, discuss bandwidth upgrade, introduce new service, review a recent ticket, etc)
- Focus on creating a superior customer experience by assisting with billing questions, past due balances, Support tickets and change orders
- Follow-up on Marketing promotions to identify growth opportunities
- Track contract end dates for each circuit
- Partner with an Account Manager to close upsell and renewal opportunities
- Collaborate with Customers, Agents and Regional Sales Managers
- As the client advocate, facilitate problem resolution through efficient internal and external communication relating to implementation, support and billing
- Ability to manage multiple tasks
- Ability to thrive in a fast-paced environment
- Handles stressful situations well
- Highly motivated and results oriented
- Plans and carries out responsibilities with minimal direction
- Customer service oriented
- Extremely detail oriented
- Works well in a team environment as well
- Must have the ability to use a computer, associated software products (i.e. Microsoft Word, Excel, PowerPoint and/or Outlook), and the Internet
- Familiarity with Salesforce.com or similar CRM tools is preferred
- Excellent communication skills including written and speaking
- A four-year undergraduate degree is preferred
- Two years’ experience working for a managed network company is preferred
- Two years’ experience in a customer service role is preferred
- Available to travel approximately 20% of the time