Manager - Account Specialist
About The Position
The Manager, Account Specialist, will be tasked with leading a group of Account Specialists & Account Managers focused on consistently achieving sales quota, negotiating renewals & retention. The Account Specialists work together to manage our SMB voice and network customers. The Account Managers are each responsible for a base of assigned customers. You will guide the group in interacting with customers to answer general account questions, contract negotiations, billing research, escalations, and opportunity development. You will be successful in this role by developing relationships with customers and departmental leaders; having a deep understanding of the Momentum services; being creative and resourceful to solve problems, and thrive in a fast-paced environment. This position can be performed remotely and we are able to accept applications in the following states: AL, GA, TN, FL, NC, SC, NJ, PA, TX, KY, OH.
Requirements
- A four-year undergraduate degree is preferred
- A minimum of two years’ experience in the Unified Communications industry is required
- A minimum of two years’ management experience leading a team focused on upselling, renewing & retention is required
- Ability to manage multiple tasks
- Ability to thrive in a fast-paced environment
- Stay calm during stressful situations
- Highly motivated and results oriented
- Plans and carries out responsibilities with minimal direction
- Customer service oriented
- Extremely detail oriented
- Works well in a team environment as well as individually
- Must have the ability to use a computer, associated software products (i.e., Microsoft Word, Excel, PowerPoint and/or Outlook), and the Internet
- Excellent communication skills including written communication, speaking and presentation development and delivery
- Employee must be available to work 8:30-5:00pm Monday-Friday and be available for extended hours to meet customer needs and handle urgent situations
Nice To Haves
- Familiarity with Salesforce.com or similar CRM tools is preferred
Responsibilities
- Manage assignment of tickets that come into the Retail Account Management queue
- Assist team with determining strategy for handling requests
- Understand the Momentum contracts (Service Order, MACD & MSA) to be able to explain to customers
- Learn the Momentum services and price book to be able to identify opportunities to add new services for customers
- Create a plan for proactively renewing accounts and upselling
- Be an escalation point for customers and collaborate with leadership in other departments to reach timely resolution
- Work closely with customers to identify concerns in an effort to retain business
- Hold weekly 1-1s with each team member to track progress to goals, develop funnel, review renewal opportunities & work together to design a plan to address open customer items
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What This Job Offers
Job Type
Full-time
Career Level
Manager
