Enterprise Account Manager / Concierge Services
About The Position
We're looking for a customer-focused Enterprise Account Manager to own the post-sale relationship with our highest-value accounts. This role is the primary point of contact for enterprise clients after the deal closes, ensuring white-glove service, retention, and account health — freeing up our sales team to stay focused on new business development. This position is critical to keeping our enterprise customers happy and our sales team productive. As Mac Mountain's portfolio of fiber broadband brands and markets expand, this role is expected to grow into a cornerstone of our customer operations organization.
Requirements
- Experience in B2B account management, customer success, or similar post-sale roles
- Strong organizational and administrative skills — you love dotting the i's and crossing the t's
- A service-first mentality with the ability to manage multiple enterprise relationships simultaneously
- Excellent communication skills and comfort working with municipal/enterprise clients
- Ability to work cross-functionally with sales, marketing, and operations teams
Responsibilities
- Manage and grow relationships with enterprise accounts after sale handoff
- Handle Enterprise support tickets, account reviews, contract renewals, upgrades, disconnects, and service changes
- Own paperwork follow-through and proactive outreach to key accounts
- Lead legacy contractual cleanup efforts in coordination with the sales team
- Serve as a concierge-level resource for our highest-MRR customers
- Coordinate with Marketing & Community Engagement on residential/SMB markets where appropriate
- Scale enterprise account support across Mac Mountain's portfolio of fiber broadband brands and markets.
- Support the ongoing soft launch and continuous improvement of the Concierge Services program by logging call outcomes, flagging recurring customer pain points, and contributing feedback to help refine scripts, workflows, and knowledge base content.
- Conduct proactive outbound check-in calls with new customers to introduce the Concierge Services program, assess their streaming and connectivity needs, and ensure a positive onboarding experience following service installation.
- Identify upsell and retention opportunities during customer interactions — including internet package upgrades, streaming credits, and expanded service tiers — and document outcomes accurately within B/OSS and supporting CRM systems.
Benefits
- health insurance
- paid time off
- retirement plan options
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
