Manager, GEMS Account Management

Astound Broadband

3d • Hybrid

About The Position

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere. A Day in the Life of the Manager, GEMS Account Management: The Manager, Account Management is responsible for the management of the Account Management function and team supporting existing services for the GEMS customer base. Ensuring consistent compliance to Account Management Process and Procedures amongst the Government, Education, Medical, and Strategic account management team. The Single Point of Contact for ensuring data availability and management of critical reporting by the account management team including: inventory reporting, NOC trouble resolution history, SLA reporting, budget reporting, order data, and required metrics and statistics for the channel, customer quarterly business reporting. While individual Account Managers maintain reporting for their assigned customers; this management function is required to build and maintain reporting at a channel level. Manage and lead the customer renewal process and activity including tracking and reporting renewal success rate. Manage and drive the account management team in ensuring outstanding customer satisfaction among external and internal customers. Staffing and people development including maintaining budgeted staffing levels, effective recruiting, performance management including termination of under-performing employees. May be required to directly manage select large key customer(s). Close liaison to channel Director for maintaining excellent and consistent account management activity for the channel. Willingness to travel up to 25% Other duties as assigned

Requirements

• Minimum 5 years of management experience of similar function
• Strong Microsoft office suite skills and experience (at minimum Intermediate level) especially with Excel, Word, Powerpoint
• Ability to work under pressure meeting short deadlines and to multitask several urgent projects simultaneously and with accuracy
• Flexible in changing priorities and work schedule as required
• Proven experience and success with managing teams for success and working with internal organizations collaboratively for project and initiative success.
• Proven ability to drive customer delight and satisfaction individually as well as driving the same via managing a team
• Must possess sharp communication skills, written and verbal, at multiple levels including C-level
• High School Diploma
• Associate/Bachelor Degree preferred or an equivalent combinations of educations and experience

Responsibilities

• Management of the Account Management function and team supporting existing services for the GEMS customer base.
• Ensuring consistent compliance to Account Management Process and Procedures amongst the Government, Education, Medical, and Strategic account management team.
• Single Point of Contact for ensuring data availability and management of critical reporting by the account management team including: inventory reporting, NOC trouble resolution history, SLA reporting, budget reporting, order data, and required metrics and statistics for the channel, customer quarterly business reporting.
• Build and maintain reporting at a channel level.
• Manage and lead the customer renewal process and activity including tracking and reporting renewal success rate.
• Manage and drive the account management team in ensuring outstanding customer satisfaction among external and internal customers.
• Staffing and people development including maintaining budgeted staffing levels, effective recruiting, performance management including termination of under-performing employees.
• May be required to directly manage select large key customer(s).
• Close liaison to channel Director for maintaining excellent and consistent account management activity for the channel.

Benefits

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 1-10 employees