Business Account Manager

Description

The Business Account Manager (BAM) serves as the customer advocate and is responsible for the overall satisfaction of the client in every aspect of their communication with Conexon Connect. In this role you will be actively involved in the implementations, management, retention, and growth of your base of assigned customers. Ultimately, the BAM will help facilitate the implementation of business services for new customers, and be the primary contact for existing customers. The BAM is accountable for managing expectations and acting as an escalation point to facilitate problem resolution. The BAM is required to consistently provide excellent customer service to accounts, consultatively ascertain client needs, and present client intelligence data within Conexon Connect to ensure a high-quality customer experience.

A successful BAM will be able to develop relationships with users, influencers and decision makers within each organization; have a deep understanding of the Conexon Connect products and Unified Communications industry; and thrive in a fast-paced environment.

Requirements

General Responsibilities:

• Work within Operations to facilitate fiber and voice implementations. This includes, but not limited to, ensuring all documentation is correct and complete, ordering surveys, building orders within Conexon Connect’s systems, and working with the scheduling teams.
• Reviews customer requirements and works with Sales to design presentations to provide recommended solutions.
• Collaborates with internal resources (Support, Implementation, Billing, Engineering) to share information, coordinate sales and ensure end-to-end customer satisfaction.
• Retain accounts through development of strong relationships with primary and secondary client stakeholders.
• Work within Operations to facilitate fiber and voice implementations. This includes, but not limited to, ensuring all documentation is correct and complete, ordering surveys, building orders within Conexon Connect’s systems (RPX, GLDS, iVUE, etc), and scheduling installations.
• Reviews customer requirements and works with Sales to design presentations to provide recommended solutions.
• Collaborates with internal resources (Support, Implementation, Billing, Engineering) to share information, coordinate sales and ensure end-to-end customer satisfaction.
• Ensure that our customers receive the highest level of Sales and Operational Customer Service
• Solicits customer feedback to improve service.
• Ensure that products, services and solutions recommended to clients will fulfill their needs.
• Ability to effectively present information and respond to questions in one-on-one and small group situations to customers, managers, and other employees of the organization.
• Maintain product information and prices.
• Work within corporate initiatives including weekly, monthly, and quarterly forecasts, and opportunity management to reach high performance goals.
• May be asked to attend marketing events in/around assigned territories, trade shows, etc.
• Assist with ongoing process changes, as necessary.
• Performs any other related duties as assigned.
• Reports directly to Director of Sales

Sales Support

• Take inbound commercial sales calls/leads, gather information, and triage to the appropriate sales rep that covers the given territory. BAM is not acting as a sales rep, only as a touch point for inbound calls.
• Identify and pursue upselling opportunities through proactive engagement with existing customer base.
• Identify new sales opportunities and direct to the organization’s sales division/local sales rep.

Customer Account Information Provider

Serves as a point-of-contact for communicating general account related information to customer including, but not limited to, explanation of licenses and services, contract questions, account audits, and general billing questions.

Escalation Point of Contact

As the client advocate, is available to facilitate problem resolution through efficient internal (organization) and external (client) communication relating to implementation, support, training and billing components

Support Marketing Activities

Supports marketing activities through promoting and reinforcing marketing campaigns; presents sales and marketing collateral; and by attending customer events and industry conferences.

Qualifications:

• Ability to manage multiple tasks
• Ability to thrive in a fast-paced environment
• 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
• Demonstrated history developing relationships with C-level professionals.
• Excellent communication skills including written communication, speaking and presentation development and delivery.

Employee must be available to work overtime as required, be able to travel for conferences, seminars, and other off-site functions and must adhere to Company policies and procedures. Regular in-office attendance is essential (i.e. is consistently at work and on time).

Education Level: College Degree Preferred

Experience: Telecom Account Management Experience Preferred

Compensation: Base Salary Bonus

Company Benefits Include:

• Paid time off
• Full benefits (i.e. health, dental, and vision)
• Life insurance
• Long-term and short-term disability insurance
• Retirement benefits