Account Manager (Network Account Management Team)

SUMMARYThe Network Account Manager will act as the primary point of contact for about 300 existing network-only customers. 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. During monthly communication to customers you will educate them on additional areas Momentum can assist their business. You will be responsible for tracking contract dates and initiating a renewal discussion. You'll partner with an Account Manager on sale and renewal opportunities. This position is focused on retention, you'll manage customer expectations and work with various departments internally to facilitate problem resolution. The 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 Network Account Manager will develop relationships with users, influencers and decision makers within each organization; 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) to share information and ensure end-to-end customer satisfaction for an account base of approximately 300 customers that is expected to continue growing monthlyCommunicate monthly with each assigned account for a purpose (follow- up on marketing communication, discuss bandwidth upgrade, introduce new service, review a recent ticket, etc)Focus on creating a superior customer experience by assisting with billing questions, past due balances, Support tickets and change ordersFollow-up on Marketing promotions to identify growth opportunitiesTrack contract end dates for each circuitPartner with an Account Manager to close upsell and renewal opportunitiesCollaborate with Customers, Agents and Regional Sales ManagersAs the client advocate, facilitate problem resolution through efficient internal and external communication relating to implementation, support and billingQualifications:Ability to manage multiple tasksAbility to thrive in a fast-paced environmentHandles stressful situations wellHighly motivated and results orientedPlans and carries out responsibilities with minimal directionCustomer service orientedExtremely detail orientedWorks well in a team environment as wellMust have the ability to use a computer, associated software products (i.e. Microsoft Word, Excel, PowerPoint and/or Outlook), and the InternetFamiliarity with Salesforce.com or similar CRM tools is preferredExcellent communication skills including written and speakingA four-year undergraduate degree is preferredTwo years' experience working for a managed network company is preferredTwo years' experience in a customer service role is preferredAvailable to travel approximately 20% of the time