Commercial Business Account Manager- Chicago

Zentro•Chicago, IL

18d•$70,000 - $90,000•Hybrid

About The Position

The Business Account Manager plays as the primary escalation point of contact for resolving account management issues and requests from Zentro’s business customers. This role bridges sales, operations, and billing to ensure seamless execution of all customer-facing processes post-sale, with a strong focus on customer retention, contract renewals, service expansions, and long-term customer satisfaction. This position is critical to protecting recurring revenue, reducing churn, and maximizing lifetime customer value.

Requirements

Excellent communication skills, both written and verbal
Exceptional attention to detail and accuracy
Strong problem-solving and analytical skills
Ability to work collaboratively in a team environment
Solid understanding of billing regulations and GAAP

Nice To Haves

Billing system migration experience is a plus
Customer retention, account management, or renewals experience strongly preferred

Responsibilities

Act as the first point of contact for all commercial cancellation requests. Conduct proactive outreach to retain customers through pricing reviews, contract adjustments, win-back strategies, or upgraded service options. Identify root causes of churn and recommend service or commercial solutions to preserve revenue.
Oversee the full cancellation workflow from initial notice through billing closure. Ensure compliance with contract terms (e.g. ETFs), coordinate final invoices, and manage customer communications to maintain professionalism and minimize attrition. Enter ticket in Sonar to initiate tasks for full account disconnection (i.e. so that NOC and billing are aware of tasks they need to perform). Track churn reasons and provide feedback to sales and leadership to improve retention strategies.
Manage all service modifications, relocations, and bandwidth changes. Draft and process contract addendums, coordinate approvals with engineering and billing, and ensure Sonar and CRM records are fully updated. Proactively identify opportunities for service upgrades, referrals, and expansions during account changes.
Process incoming event orders, input into Sonar, coordinate provisioning with Project Coordination, and ensure billing and event prepayment.
Partner with Finance and Billing to follow up on escalated overdue balances for business customers. Engage directly with customers and sales team to resolve payment issues, prevent disconnections, and maintain positive account standing, while preserving customer relationships and retention whenever possible.
Serve as the primary escalation point for commercial customer issues requiring coordination between Sales, Operations, Engineering, and Billing. Drive cross-departmental solutions to ensure rapid and effective issue resolution, with a customer-first mindset focused on satisfaction and account preservation.
Provide comprehensive support to commercial customers, including billing inquiries, service change requests, contract renewals, and product upgrades. Maintain accurate account information within Sonar and CRM systems (such as customer contact information). Actively manage ongoing customer relationships to ensure high satisfaction and long-term retention.
For small billing changes, execute the billing changes directly within the Sonar billing system, including quantity and rate adjustments. Ensure all changes align with contractual obligations and finance policies.
Monitor and manage a ticket queue in Sonar related to business account issues that cannot be handled by Tier II support (which should be the first point of contact for commercial customer service issues). Ensure timely resolution of issues impacting customer experience and retention.