Account Manager
About The Position
As an Account Manager with ConnectUs, your job is to keep existing customers, increase what they buy, and bring inactive customers back. ConnectUs supplies business devices and the services needed to set them up, ship them, manage them, and support them. Expect competing demands from hundreds of contacts, urgent service issues, quotes, and regular customer reviews. You must also actively call and email a list of 50+ customers who have not purchased in 60+ days. This is not passive relationship management or order taking. You are accountable for revenue and gross profit growth, retention, reactivated accounts, customer satisfaction, and responsiveness. Answering emails all day is not enough.
Requirements
- 3+ years in B2B account management, customer success, inside sales, or relationship management
- Ownership of existing small or midsize business accounts
- Demonstrated results retaining customers, expanding accounts, and re-engaging inactive customers (with numbers and personal contribution)
- Hands-on CRM use
- Experience coordinating customer issues across internal teams
- Working knowledge of phones, tablets, laptops, cellular routers, and device-management options
- Credible example of expanding a hardware request into services
- Ability to sell solutions, not just devices
- Ability to ask questions to uncover customer needs
- Ability to turn device orders into opportunities to sell additional services
- Ability to compare product options, explain business value, and verify technical details
- Ability to manage hundreds of relationships, contacts, requests, quotes, and follow-ups
- Ability to keep organized using HubSpot
- Ability to prioritize urgent work without abandoning planned outreach
- Ability to communicate quickly and own problems through resolution
- Ability to acknowledge urgent requests almost immediately
- Ability to set realistic expectations
- Ability to provide proactive updates
- Ability to stay calm with frustrated customers
- Ability to push internal teams toward resolution
Nice To Haves
- Telecom experience
- Mobility experience
- Managed services experience
- SaaS experience
- IT lifecycle services experience
- Logistics experience
Responsibilities
- Keep existing customers
- Increase customer purchases
- Re-engage inactive customers
- Manage hundreds of contacts, urgent service issues, quotes, and regular customer reviews
- Actively call and email customers who have not purchased in 60+ days
- Achieve revenue and gross profit growth
- Ensure customer retention
- Reactivate accounts
- Maintain customer satisfaction
- Ensure customer responsiveness
- Sell solutions, not just devices
- Uncover customer needs through questioning
- Turn device orders into opportunities to sell setup, device management, support, and other services
- Compare product options, explain business value, and verify technical details
- Manage hundreds of customer and partner contacts, open requests, quotes, and follow-ups
- Prioritize urgent work without abandoning planned outreach
- Acknowledge urgent requests almost immediately
- Set realistic expectations for customers
- Provide proactive customer updates
- Handle frustrated customers calmly
- Push internal teams toward resolution
- Follow through on customer issues even when other departments are involved
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
