Account Manager - Indirect Sales

Liberty Latin America Communications, Inc.

About The Position

As an Account Manager, Indirect Sales, you will be responsible for the implementation of strategies to maintain extraordinary customer service levels as well as the attainment of established sales objectives monthly. Oversees the overall daily sales and operation execution of Indirect Sales Dealers (Exclusive and Non-Exclusive), Fixed Outbound Call Centers, Indirect Prepaid Sales Dealers (Exclusive and Non-Exclusive), Door to Door and National Retail. Also, work within the Indirect Sales and support teams for revenue generation, and long-term account goals in line with company vision. How you can add value? Fully accountable for execution of sales, service, and customer experience initiatives by ensuring that the Indirect Sales Business Partners are complying with established performance indicators, sales goals, and other strategic objectives. Oversees the Indirect Sales Business Partners and assists in leading, advising and motivating the sales team to achieve the overall corporate sales objectives. Understand customer needs and offer solutions and support to Indirect Sales Business Partners. Handle customer issues, provide resolutions, and follow up on escalated issues to the corresponding management team. Daily monitoring of productivity status within the assigned Business Partners for mobile and fixed services sales to avoid unnecessary churn. Responsible for developing and maintaining supportive relationships with existing accounts. Requires participation in management team meetings in which results are analyzed and discussed to establish action plans and strategies. In charge of the development and implementation programs to train accounts on effective sales skills, retention strategies and reputation expectations. Coordinates and promotes participation of Indirect Sales Business Partners personnel in outside sales activities to build great relationships with potential customers including consumer and small business prospects. Supervise the performing of prospecting activities like “blitz calls” and “win neighborhood” to generate sales leads and report it. Track daily, weekly, monthly, and quarterly performance of sales metrics by constant monitoring of store performance while identifying areas of improvement. Partner with Senior Manager, Indirect Sales and Indirect Sales Director and other appropriate parties to successfully launch new products, services, or processes. Quickly resolve any reported fraud issue, at employee or location level; may involve working in the investigation with Indirect Sales Business Partner Asset Protection team and Liberty Asset Protection. Properly address any concerns or issues identified by Indirect Business Partners team and apply professional expertise to solve problems and analyze issues. Properly assist with conflict resolution between agents and customers. On call for store(s) emergencies. Manage adherence to contract terms, policies, and procedures by Indirect Sales Business Partners. Become a promoter and executor of Liberty’s FMC initiatives and customer journeys. Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America's policies, and procedures, including the Code of Conduct and Liberty safety standards and procedures. Other functions may be assigned.

Requirements

Bachelor’s Degree or equivalent experience in Sales Marketing
7-9 years of retail, customer-facing, sales experience preferred
Good communication and positive interpersonal aptitudes
Fully Bilingual (Spanish and English)
Computer-literate, knowledge of Microsoft Office
Available to work flexible hours, including evenings, weekends, and holidays
Ability to proactively maintain a positive environment within a team and keep them motivated
Ability to properly mentor and develop personnel
Customer-focused
Willing to travel
Knowledge of Telecommunications, especially on wireless, cable, telephone, and Internet
Strive to work in a dynamic, often fast-paced environment
Valid driver’s license

Nice To Haves

MBA preferred

Responsibilities

implementation of strategies to maintain extraordinary customer service levels
attainment of established sales objectives monthly
Oversees the overall daily sales and operation execution of Indirect Sales Dealers (Exclusive and Non-Exclusive), Fixed Outbound Call Centers, Indirect Prepaid Sales Dealers (Exclusive and Non-Exclusive), Door to Door and National Retail
work within the Indirect Sales and support teams for revenue generation, and long-term account goals in line with company vision
execution of sales, service, and customer experience initiatives
ensuring that the Indirect Sales Business Partners are complying with established performance indicators, sales goals, and other strategic objectives
Oversees the Indirect Sales Business Partners and assists in leading, advising and motivating the sales team to achieve the overall corporate sales objectives
Understand customer needs and offer solutions and support to Indirect Sales Business Partners
Handle customer issues, provide resolutions, and follow up on escalated issues to the corresponding management team
Daily monitoring of productivity status within the assigned Business Partners for mobile and fixed services sales to avoid unnecessary churn
Responsible for developing and maintaining supportive relationships with existing accounts
Requires participation in management team meetings in which results are analyzed and discussed to establish action plans and strategies
development and implementation programs to train accounts on effective sales skills, retention strategies and reputation expectations
Coordinates and promotes participation of Indirect Sales Business Partners personnel in outside sales activities to build great relationships with potential customers including consumer and small business prospects
Supervise the performing of prospecting activities like “blitz calls” and “win neighborhood” to generate sales leads and report it
Track daily, weekly, monthly, and quarterly performance of sales metrics by constant monitoring of store performance while identifying areas of improvement
Partner with Senior Manager, Indirect Sales and Indirect Sales Director and other appropriate parties to successfully launch new products, services, or processes
Quickly resolve any reported fraud issue, at employee or location level
Properly address any concerns or issues identified by Indirect Business Partners team and apply professional expertise to solve problems and analyze issues
Properly assist with conflict resolution between agents and customers
On call for store(s) emergencies
Manage adherence to contract terms, policies, and procedures by Indirect Sales Business Partners
Become a promoter and executor of Liberty’s FMC initiatives and customer journeys
Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America's policies, and procedures, including the Code of Conduct and Liberty safety standards and procedures
Other functions may be assigned