Enterprise Network Account Mgr

SUMMARY

The Enterprise Network Account Manager will act as the primary point of contact for approximately 40 of our largest network accounts. 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. You will work regularly with the agent who brought the customer to Momentum, in some instances your communication will only be with the agent and not the client directly. The primary focuses of this role are customer/partner relationship building, retention, sales & renewals. At minimum monthly phone communication with each assigned account is required, and a summary of the discussion, action items, and timeframe is to be logged in Salesforce.com. During monthly communication to customers, you will educate them on additional areas that Momentum can assist their business, the goal is to gain voice business for our existing network-only customers. You will be responsible for tracking contract dates and initiating a renewal discussion, the goal is to renew with no discount to revenue. You’ll manage customer expectations and work with various departments internally to facilitate problem resolution. The Enterprise 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 Enterprise Network Account Manager will develop relationships with users, influencers, and decision-makers within each organization along with the agent of record; 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, Sales Support) to share information and ensure end-to-end customer satisfaction for account base
• 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)
• Conduct quarterly business review meetings
• Focus on creating a superior customer experience by assisting with billing questions, past due balances, Support tickets, and change orders
• Track contract end dates for each circuit
• Collaborate with Customers, Agents, Regional Sales Managers, and Data Services leadership
• As the client advocate, facilitate problem resolution through efficient internal and external communication relating to implementation, support, and billing

Qualifications:

• 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
• Demonstrated history of developing relationships with C-level professionals & agents
• 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
• Three years experience working for a managed network company is preferred
• Three years experience in a customer retention role is preferred

Available to travel approximately 20% of the time