Enterprise Account Manager (Remote)

Mac Mountain LLC•Woodstock, VT

4d•$60,000 - $75,000•Remote

About The Position

LightCraft, a division of Mac Mountain, is seeking a customer-focused Enterprise Account Manager to manage post-sale relationships with their highest-value accounts. This role serves as the primary point of contact for enterprise clients after a deal closes, ensuring excellent service, retention, and account health. The position is also responsible for the operational backbone of the enterprise book of business, including contract and contact record accuracy, renewal and retention processes, disconnects and collections, and channel partner programs. This role is critical for client satisfaction and sales team productivity, with expectations to grow into a cornerstone of the customer operations organization as Mac Mountain expands its portfolio.

Requirements

Experience in B2B account management, customer success, or a similar post-sale role.
Comfort with contracts and commercial documents — reading them closely, tracking terms and dates, and knowing when to bring in legal.
Strong organizational and administrative skills.
A service-first mentality with the ability to manage multiple enterprise relationships simultaneously.
Excellent written and verbal communication skills, including comfort handling billing, pricing, and cancellation conversations with municipal and enterprise clients.
Working proficiency with CRM and billing/OSS platforms, and the discipline to keep records clean.
Ability to work cross-functionally with sales, marketing, finance, and operations teams.
Self-direction in a role where processes are still being built, with the judgment to know what to standardize and what to escalate.

Nice To Haves

Background in telecommunications, broadband, ISP, or another infrastructure-services industry.
Experience supporting municipal, co-op, education, healthcare, or other public-sector accounts.
Familiarity with enterprise connectivity products and terminology (dedicated internet access, transport, SLAs, voice services).
Experience with contract remediation, billing audits, or collections.

Responsibilities

Serve as the primary post-sale point of contact for enterprise accounts, managing and growing those relationships over the life of the contract.
Lead introductions, onboarding meetings, and ongoing business reviews for VIP and highest-MRR accounts, coordinating executive and technical participation as needed.
Provide a white-glove standard of service to top-tier accounts, anticipating needs, closing loops, and ensuring seamless interdepartmental coordination.
Maintain local and regional relationships in served markets, including municipal officials, anchor institutions, and community stakeholders tied to enterprise service.
Handle enterprise support escalations end to end, coordinating with network engineering, operations, and billing until resolution.
Own the enterprise service agreement audit: inventory active contracts, identify gaps, expirations, and non-standard terms, and establish priority tiers for remediation.
Lead legacy contractual cleanup in coordination with sales and legal teams, bringing inherited and acquired accounts onto current agreement standards.
Maintain accurate enterprise contact records across B/OSS and CRM systems, including resolving failed or undeliverable customer communications.
Own paperwork follow-through on all account changes — service orders, amendments, upgrades, downgrades, and disconnects — ensuring documentation and systems of record stay in sync.
Run the enterprise renewal calendar on a quarterly cadence, engaging accounts well ahead of expiration and driving renewals to signature.
Build and operate the enterprise retention process, including at-risk account identification, save offers, and structured win-back outreach.
Manage the disconnect and collections process for enterprise accounts, coordinating with finance on past-due balances, payment plans, and escalation paths.
Administer cancellations and early termination fees, including ETF calculation, customer communication, and exception handling.
Manage pricing changes and rate adjustments for enterprise accounts, including copper-to-fiber transitions and legacy rate migrations, with clear customer messaging and internal coordination.
Identify upsell and expansion opportunities within the existing base — bandwidth upgrades, additional locations, and added services — and document outcomes accurately in B/OSS and CRM.
Document and continuously improve enterprise account management workflows, templates, and knowledge base content.
Report on account health, renewal pipeline, churn, and enterprise MRR to leadership on a regular cadence, flagging risks early.
Scale enterprise account support across Mac Mountain's portfolio of fiber broadband brands and markets, adapting processes to each network's systems and customer base.