Account Manager

DataBank (DataBank Holdings) • Dallas, GA

2d

About The Position

The Account Manager manages client relationships across all products and services, coordinates the delivery of new services and ongoing service delivery, and helps resolve service issues. The role also identifies new business opportunities and renews existing services. It focuses on maintaining strong customer relationships through regular meetings, incident awareness and escalation, issue trending, problem management, and the development and execution of cure plans. The Account Manager works across DataBank teams to support seamless implementations and service, retain and grow revenue, and serve as a customer advocate and trusted advisor.

Requirements

• Bachelor’s degree or equivalent experience.
• At least 5 years of experience in Sales Account Manager roles.
• 3–5 years of experience in data center, telecom, IT, cloud, managed services, and networking.
• Proficiency in MS Word, Excel, PowerPoint, and Visio.

Responsibilities

• Provide program management expertise in managing Service Level Agreements and other aspects of client contractual agreements.
• Communicate effectively with peers, superiors, subordinates, and client- and DataBank-side C-level executives.
• Coordinate client communications, including weekly and monthly reporting, crisis management, and escalations.
• Maintain proactive customer communication; develop and maintain project plans and action item lists; and conduct regular customer status meetings to keep projects and actions on track.
• Schedule and lead effective team meetings, including field and/or corporate resources.
• Work with other DataBank organizations to deliver seamless implementations and client service.
• Serve as a 24/7 escalation point for production-impacting incidents.
• Review and distribute incident reports.
• Facilitate resolution of billing, accounts receivable, credit request, and billing dispute issues.
• Facilitate customer orders for moves, adds, changes, and disconnects.
• Conduct regular account management audits to ensure accurate service, contact, and procedure records.
• Prepare, schedule, and facilitate quarterly customer account reviews covering existing services, new business opportunities, account plans, and service levels.
• Retain and grow revenue in the assigned customer base; manage client relationships and work toward trusted-advisor and reference status.
• Serve as customer advocate and promote service stability through incident trend analysis, problem management, and cure plan development and execution.
• Maintain audits, contact management, and customer-specific support procedures to improve the efficiency and effectiveness of the support model.
• Develop account strategies, meet regularly with targeted customers, and build partnerships to grow revenue.
• Review upcoming client renewals monthly and develop renewal plans.
• Perform other duties as assigned.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Long-term disability insurance
• Life insurance
• 401(k) with company match
• Paid time off
• Paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level