Senior Account Manager

Job Title: Senior Account Manager

Division: Sales & Marketing

Department: Sales

Job Summary:

The Senior 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 Senior Account Manager will engage with several departments to assist in new services, renewals, upsells that the customer requires.

The Senior Account Manager reports to: Manager, Customer Success

There are no direct reports to this position.

The Senior 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

The Senior Account Manager is accountable for but not limited to:

• Proactively conduct customer account reviews to identify any legacy product and services with the expectation to upgrade, upsell, add new strategic services, or renewal contracts
• Proactively conduct Quarterly Business Reviews with identified enterprise accounts
• Proactively strategize with Telesystem Project Manager on assigned strategic customer base
• 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.
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times.
• Performing any miscellaneous duties as needed.
  
  
  

Job Requirements

Education and Experience

• HS diploma or equivalent degree- required
• Minimum 5 years telecommunications account management experience OR proven track record of growing internal customer base into the top 30% billing customers – required
• 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
  
  

Core Competencies

• Agile – Embraces change; adaptable and flexible; sense of urgency
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict
• Accountable – See it, Own it, Solve it, Do it; Hold each other accountable.
• Deliver Results – Strategic planning and execution, Makes decisions in the best interest of the Company, Knows and responds to the business climate, Manages ambiguity.
• 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.
• Conducts positive negotiations, ability to compromise, handles conflict, seeks common ground, articulates own and others goals, stays focused on positive outcome.
• Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines;
• 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
  
  
  

Other Requirements

• Present professional business office demeanor through verbal’s and non-verbal’s
• Demonstrate positive attitude under pressure to co-workers and other contacts
• Maintains confidentiality and does not disclose confidential information acquired in the course of work except when authorized and/or unless legally obligated to do so
• Valid driver’s license and driving record that meets company standards at all times
• Background record that meets Company standards;
• Reliable means of transportation at all times
• Valid driver’s license and driving record that meets company standards at all times.
• Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.
• This position requires the individual to sign a non-compete / confidentiality agreement.
  
  
  

WORKING CONDITIONS

• The Senior Account Manager is a full-time, non-exempt position. The regular hours of work are 40 hours per week and overtime as needed as assigned by manager according to the Company’s needs.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The Senior Account Manager is required to drive on the job as needed and is subject to regular MVR checks. He/she must maintain a valid driver’s license and maintain a driving record the meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to his/her supervisor.
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.
  
  
  

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.