Account Manager 3

Convergence Networks • Seattle, WA

10d • $90,000 - $103,000

About The Position

The Business Success Team is composed of Account Managers who are well versed in Managed IT and Cybersecurity, and whose purpose is to assist customers in getting the most value out of the services provided by Convergence Networks (CN). We are seeking a passionate, technical and experienced Account Manager to join our team and play a crucial role in ensuring the success and satisfaction of our clients. By providing exceptional support, guidance, and strategic advice throughout the customer journey, our AMs are crucial in driving the adoption of our IT and cybersecurity solutions and services.

Requirements

• 5+ years of client services, IT and cyber security background
• Extensive experience managing large, complex accounts with multiple LOB’s and stakeholders
• Able to operate independently with minimal support from leadership
• Able to identify the buying landscape within customer environments and maintain relationships with critical decision makers
• Superior organizational skills and ability to adapt to quickly evolving environments
• Excellent written and verbal communication skills
• Promotes team culture by independently demonstrating abilities that solve organizational problems and drive efficiencies within CS
• Able to define, create, and execute service improvement plans
• Ability to provide advanced feedback and technical requirements for process maturity
• Can create, adhere to, and help influence standard organizational systems
• Can organize and conduct speaking engagements to internal CN groups without assistance from the CN Leadership Team

Nice To Haves

• 5-7 years of hands-on client relationship management experience with a focus in Managed Security Services or Technology
• Security +, Network +, CISSP, and other relevant certifications preferred

Responsibilities

• Serves as the primary point of contact for all customer requests, needs, correspondence, escalations, etc.
• Primary advocate within internal CN stakeholder groups to drive tangible outcomes
• Responsible for managing customer communications internally with respective CN Teams
• Responsible for the coordination of all customer interactions (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal CN Teams
• Oversee the transition from deployment to Steady State and establishes cadence/operating rhythm for new customers
• Drives customer adoption/engagement of current and additional services provided by CN
• Responsible for completing Account Mapping Template and creating/maintaining relationships with key Decision Makers, Champions and Influencers
• Responsible for retention conversations to ensure customers are on target for contract renewals
• Responsible for risk identification and mitigation related to potential customer churn (Playbooks, Churn War Room, etc.)
• Works closely with customers to position, educate, and drive potential growth opportunities for additional CN Service offerings
• Works directly with Convergence Networks Executive Leadership Team to strategically align and coordinate support for CN's largest accounts
• Creates, organizes, and shepherds customer value discussions with the customer quarterly independently and without oversight from CN’s Leadership Team
• Able to communicate CN product/service landscape and can effectively move from one team to another to obtain answers and resolve issues independently
• Able to articulate CN's offerings, benefits, SOPs and deliverables without hesitation or the oversight of the CN Leadership Team
• Able to negotiate pricing, navigate value conversations, and handle objections from customers without oversite of the BS Leadership Team/Engagement Coaches

Benefits

• Culture of unity, transparency, and trust.
• Our leadership team wants you to be successful at Convergence, and we will do anything we can to support your personal and professional growth.
• Group benefits plans including medical, dental, vision, and 401k.
• Education and certification reimbursement is also available so we can help you grow.
• We believe feedback makes us better.
• You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
• Outstanding teammates.
• We’re very selective to make sure we have the best staff available for you to work alongside!
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as kick back and have some fun (families are oftentimes included as well).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees