Commercial Business Account Manager- Chicago

Zentro • Chicago, IL

1d • $70,000 - $90,000 • Hybrid

About The Position

The Commercial Business Account Manager is the primary escalation contact for account management issues and requests from Zentro’s business customers. The role connects sales, operations, and billing to coordinate customer-facing processes after a sale, with a focus on customer retention, contract renewals, service expansions, and long-term satisfaction. It supports recurring revenue protection, churn reduction, and growth in customer lifetime value.

The role manages commercial cancellation requests and workflows, account service changes and relocations, event orders, collections escalations, customer issues, billing adjustments, and ticket escalations. It maintains accurate customer records in Sonar and CRM systems and coordinates solutions across Sales, Operations, Engineering, Billing, Finance, and Project Coordination. The position is remote in Chicago, with work-from-home flexibility described as part of a hybrid arrangement.

Requirements

• Excellent written and verbal communication skills.
• 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.
• Customer retention, account management, or renewals experience.

Responsibilities

• Serve as the first point of contact for commercial cancellation requests and conduct proactive outreach to retain customers through pricing reviews, contract adjustments, win-back strategies, or upgraded services.
• Identify churn causes and recommend service or commercial solutions to preserve revenue.
• Manage cancellation workflows from initial notice through billing closure, including contract-term compliance, final invoices, customer communications, and Sonar tickets for account disconnection.
• Track churn reasons and provide feedback to Sales and leadership to improve retention strategies.
• Manage service modifications, relocations, and bandwidth changes; draft and process contract addendums; coordinate approvals with Engineering and Billing; and update Sonar and CRM records.
• Identify opportunities for upgrades, referrals, and service expansions during account changes.
• Process incoming event orders in Sonar, coordinate provisioning with Project Coordination, and ensure billing and event prepayment.
• Partner with Finance and Billing on escalated overdue balances, engage customers and Sales to resolve payment issues, and help prevent disconnections while maintaining customer relationships.
• Act as the primary escalation point for commercial customer issues requiring coordination across Sales, Operations, Engineering, and Billing, and drive timely cross-departmental resolutions.
• Support commercial customers with billing inquiries, service change requests, contract renewals, and product upgrades.
• Maintain accurate account information in Sonar and CRM systems and manage customer relationships to support satisfaction and retention.
• Execute small billing changes directly in Sonar, including quantity and rate adjustments, in alignment with contractual obligations and finance policies.
• Monitor and manage the Sonar ticket queue for business account issues that cannot be handled by Tier II support, ensuring timely resolution of issues affecting customer experience and retention.

Benefits

• Comprehensive benefits package, including health, dental, and retirement plans.
• Ongoing training and professional development opportunities.
• Competitive base salary of $70,000–$90,000 and a renewal commission plan tied to retention, renewals, service upgrades, and revenue growth.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed