Job Description
GCI's Strategic Account Program Manager will direct and provides leadership for the applicable GCI Business Market Segment (Health & Education or Enterprise & Wholesale) VIP Customer Service Program. Charged with the strategy, implementation, and on-going support of White Glove Customer Service as an integral part of the sales life-cycle management and the overall success of the GCI Business customer initiatives.
Position's Customer(s) : All areas of the company's Business Units and subsidiaries, including the leadership, management, and practitioners within; and the healthcare and education management team.
ESSENTIAL DUTIES AND RESPONSIBILITIES FOR ALL LEVELS :
Provide focused attention to selected high value and strategic customers that fall into the appropriate market segment accounts. Manage the service quality and continuity at key points of customer interaction with all of GCI departments and ensure customer expectations and contractual obligations are always met.
Customer Service Program Strategy :
- In consultation with GCI Business Segment VP leadership, develop and document a strategy for VIP Customer Service Program specific to strategic customer account list.
- Develop and implement a tiered services roadmap that details the expectations and actions to be provided to all strategic VIP applicable market segment customers, keeping all internal company departments that interact with the customer informed.
- Evaluate core customer service requirements submitted by Market Segment leadership, including Program Managers, Account Managers, and other stakeholders for roadmap inclusion.
- Coordinate with internal company departments to align efforts and ensure GCIB Segment VIP Customers' interactions with all of GCI are quick, consistent, and courteous, building on the One GCI message.
- Facilitate critical and relevant information flow between internal GCI departments to further the One GCI message, and to ensure a consistent message is given to customers, utilizing GCI resources intelligently and efficiently.
Customer Service Program Development :
Identify all points of customer interaction within GCI and document existing behaviors and outcomes. Itemize with direction from senior leadership, program managers, and account managers, a specific scope of expectations for each tier of VIP customer service and provide gap analysis and solutions for immediate and long-term remedies.Collaborate with internal GCI department leadership team to refine specific actions that will meet Market Segment VIP Customer Service Program initiatives.Collaborate with internal GCI department leadership to document an escalation decision chart to ensure Business Market Segment VIP customers receive prompt attention from the most appropriate staff or senior management.Formulate KPIs to provide regular reports for senior leadership that will easily identify areas of success and where improvements are necessary.Customer Service Program Management :
Provide regular KPI performance reviews to Business Market Segment leadership team, program managers, and account management teams to quantify VIP customer experience and to provide solutions when expected service levels have not been met.Attending on-going departmental meetings to ensure exchange of relevant information will provide consistent messaging to VIP customers, while maximizing internal resources and efficient processes.Designated point-of-contact for internal questions or escalations when necessary.Provide customer communications through various media to educate, promote, and inform changes or pertinent articles appropriate for each VIP customer.Oversee and manage additional responsibilities by the team as required :
Projects as needed for applicable Business Market Segment accounts.Work as departmental resource for understanding products across the company, to include company products, services, processes, and billing.Ensure all service orders are processed per contract, customer expectations, and timeframe.Provide Program guidance to Account Managers as necessary in support of the VIP Service Program Strategy.Collaborate with and oversee Account Managers with creation and delivery of account reviews as necessary if delegate for sales manager.COMPENTENCIES
ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.Strong attention to detail, ability to think critically and learn quickly, and work with minimal supervision.
Strong desire to succeed and a willingness to take ownership of tasks and projects.Dependable with commitment to meeting deadlines.Professional development through self-guided training.Possess personal qualities of integrity, credibility, and commitment to corporate mission.BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.Strong team player with demonstrated interpersonal and communication skills and positive, professional attitude.
Ability to coordinate and guide teams of diverse individuals who represent numerous disciplines with the demonstrated proficiency to influence without authority.Ability to collaborate with all levels within the organization the inter-departmental effort necessary to meet the customer experience and the company's business strategy. Excellent interpersonal and negotiation skills.Demonstrated ability to foster mutual trust and cooperation across several teams.COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.Demonstrated ability to prepare clear and concise reports (written and verbal) and recommendations; must be able to communicate with personnel at all levels of the company.
Must be able to articulate technical information in a timely, concise manner.COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.Extensive customer service experience and expertise required. Demonstrated experience managing customer expectations, dispute, and resolution.
RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.Demonstrated ability to move easily between detail and conceptual levels and work on multiple projects with varying and changing priorities and timelines.
Proven ability to analyze complex challenging problems and technical situations leading to optimal solutions.SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures. Demonstrated ability to keep confidential information secure.DECISION MAKING : Uses sound, logical judgment based on department and company policy and procedures, data, research, and experience to choose an appropriate course of action.Highly motivated person with strong problem-solving skills that can work on multiple projects simultaneously with minimal supervision.
Demonstrated ability to analyze complex challenging problems and situations leading to optimal solutions.A proactive attitude with an ability to perform under pressure and workwithin deadlines.Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to use the company intranet.Requires the following : mediation, problem solving, and organization skills.
Demonstrated knowledge in telecommunications with an emphasis on contract management, service, and project delivery.Advanced knowledge of telecom products and services.Strategic Account Program Manager
Grade : E07
Additional Job Requirements :
The Strategic Account Program Manager is responsible for managing and developing relationships with key strategic accounts to ensure the delivery of exceptional service, drive account growth, and achieve long-term business objectives. This role involves working closely with clients to understand their needs, develop tailored strategies, and coordinate internal resources to deliver value and drive success.
Account Management :Develop and maintain strong relationships with key strategic accounts, serving as the primary point of contact.
Understand clients' business needs, challenges, and objectives to tailor solutions and strategies.Regularly review account performance and address any issues or concerns proactively.Strategic Planning :Collaborate with clients and internal teams to develop and execute strategic account plans.
Identify opportunities for account growth and expansion, including cross-sell and upsell initiatives.Analyze market trends and client feedback to refine account strategies and drive continuous improvement.Program Coordination :Coordinate with internal teams (e.g., sales, marketing, product, and support) to ensure alignment with client objectives and successful delivery of solutions.
Oversee the execution of client programs and projects, ensuring timely delivery and high-quality results.Manage budgets, timelines, and resources for account-related initiatives.Performance Monitoring :Track and analyze key performance indicators (KPIs) related to account success and client satisfaction.
Prepare and present regular performance reports and reviews to clients and internal stakeholders.Implement feedback and adjust strategies as needed.Client Advocacy :Act as a client advocate within the organization, ensuring that their needs and expectations are effectively communicated and addressed.
Foster a positive client experience through proactive communication, problem resolution, and exceptional service.Market Intelligence :Stay informed about industry trends, competitive landscape, and emerging technologies relevant to clients.
Provide insights and recommendations based on market research and analysis.Additional Competencies :
Skills :Strong interpersonal and communication skills, with the ability to build and maintain relationships at all levels.
Excellent strategic thinking and problem-solving abilities.Proven project management skills with the ability to manage multiple priorities and deadlines.Proficiency in CRM software and Microsoft Office Suite.Analytical skills with experience in performance tracking and reporting.Attributes :Customer-focused with a commitment to delivering high-quality service.
Strong organizational and multitasking abilities.Self-motivated and proactive with a collaborative mindset.Minimum Qualifications :
Required :
A combination of relevant work experience and / or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis.High School diploma or equivalent.Bachelor's degree in Business, Marketing, or related field.Minimum of seven (7) years' experience in Account Management, Program Management, or a related role, with a focus on Strategic Accounts. Or any combination of the following :Telecommunications or Computer Sciences / IT.
Customer facing leadership role in telecom or related industry.Preferred :
MBA or relevant advanced degree.Other telecom industry specific certifications and / or job specific certifications.DRIVING REQUIREMENTS :
This position may require access to reliable transportation for occasional travel, such as, between retail store locations, offices, worksites, or other locations as needed.PHYSICAL REQUIREMENTS AND WORKING CONDITIONS :
Work is primarily sedentary, requiring daily routine computer usage.Ability to work shifts as assigned, work in standard office / home office setting, and operate standard office equipment.Ability to accurately communicate information and ideas to others effectively.Physical agility and effort sufficient to perform job duties safely and effectively.Ability to make valid judgments and decisions.Available to work additional time on weekends, holidays, before or after normal work hours when necessary.Must work well in a team environment and be able to work with a diverse group of people and customers.Work can be intense and stressful due to time / resource limitations when scheduling multiple tasks with inflexible deadlines.Travel for business and training purposes may be required. Must be able to deal with employee issues that include conflict.May at times have to deal with upset customers.Must be available a large percentage of the time or provide for back up.May get phone calls after hours and must be able to deal with 7x24 network issues that may arise.Virtual workers must comply with remote work policies and agreements.The company and its subsidiaries operate in a 24 / 7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to an immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Diversity, Equity, and Inclusion : At GCI, we foster a culture of inclusivity by nurturing an environment where the varied perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community as we grow and empower a diverse workforce that provides equitable opportunity for every Trailblazer.
EEO : GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
DISCLAIMER : The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.
About Us
Headquartered in Alaska with additional locations throughout the U.S., GCI has worked for more than 40 years to deliver communication and technology services to some of the most remote communities and in some of the most challenging conditions in North America. GCI is a pioneer in its field, bringing telemedicine and online education capabilities to communities across the state and continuing efforts to connect the Arctic globally as well as providing strong services to consumer and business markets. GCI's introduction of 1 GIG internet speeds in the state as well as its innovative partnership with Apple are among the countless ways the company has transformed communication and quality of life for Alaskans.
EEO : We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.
