What are the responsibilities and job description for the Strategic Account Manager position at Spectrotel?
About Your Role:
The Strategic Account Manager (SAM) serves as a primary point of contact for designated Strategic Clients, ensuring consistently exceptional customer experience. This role encompasses critical pre‑ and post‑implementation responsibilities, including overseeing moves, small-adds, changes, and disconnects (MACDs), coordinating service delivery, managing business reviews, addressing billing inquiries, and facilitating resolution of trouble tickets. Acting as the central liaison between our most valuable clients and our internal teams, the SAM ensures alignment between customer needs and organizational capabilities, driving satisfaction, retention, and strategic revenue growth.
About Spectrotel:
Spectrotel is a leading national next generation aggregator of Voice, Internet, Cloud Communications and Managed Services. Spectrotel aligns suppliers, agents, and customers, through the use of Spectrotel’s aggregation platform to bring out the best of each to maximize customer success and experience. We are the “Network of Networks” and have achieved this through the committed, passionate, and driven team of associates that make up the Spectrotel team.
We are proud of having created a unique and valued experience for some of the most well-known brands throughout the country by providing exceptional service and technology solutions crafted to meet and exceed their business needs. We owe our success to a set of simple principles: integrity, honesty, flexibility, and ambition. It is the embodiment of these traits that make Spectrotel a distinctive integrated solutions company.
As a privately held company we seek individuals who can help contribute to the company’s success. This means you are not shy, you like rolling up your sleeves and digging in and helping solve problems, you feel energized when you present an idea and most importantly you are persistent, passionate, and never satisfied with the status quo.
Responsibilities include but are not limited to:
- Serve as a trusted advisor, teammate, and advocate for assigned clients.
- Helps build and maintain strong, long-term relationships with key stakeholders.
- Conduct regular account reviews and strategic planning sessions.
- Coordinate with internal teams to ensure timely and accurate delivery of services.
- Monitor service performance and proactively address issues or escalations.
- Facilitate customer onboarding and portal training.
- Assist in identifying up-sell and cross-sell opportunities.
- Collaborate with sales, engineering, and product teams to present tailored solutions.
- Facilitates and manages contract renewals.
- Maintain accurate account documentation, including contracts, service orders, and billing.
- Analyze usage trends, billing discrepancies, and service performance metrics.
- Drive Service Improvement Plans to enhance client experience
Qualifications:
- Knowledge of telecommunications products and services offered including Managed Services, Mobility, Connectivity, Cloud Services, and Professional Services.
- Proven Account Management skills required to create, maintain, and enhance customer relationships.
- Minimum 3 years of account/project management/customer-facing experience
- Detail oriented, motivated and goal oriented
- High level of initiative and ability to work well in team environment
- Escalation management and timely Issue resolution
- Excellent written and oral communication skills
- Handles stressful situations and deadline pressures well
- Plans and carries out responsibilities with minimal direction
- Undergraduate degree
Spectrotel is an Equal Opportunity Employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally recognized protected basis under federal, state, or local laws, regulations, or ordinances.