Voice Account Manager
About The Position
The Voice Account Manager (VAM) is responsible for ensuring a positive customer experience for new customers during the post-sales implementation of Unified Communication services. Through alignment with the assigned sales leader in the region, the VAM facilitates onboarding and customer education for assigned customers to ensure a positive customer experience. The VAM serves in the market to facilitate onboarding and refresher training for mid-sized customers, and facilitates the prioritization of local onboarding through coordination with Market Sales leaders. The VAM coordinates with the Voice Implementation Manager to help guide a positive customer journey through the post-sales process, and educates assigned customers on network readiness, coordinating with implementation to ensure the use of the LAN Readiness Checklist and supporting software. The VAM directly conducts customer onboarding both virtually via web conferencing and in-person onsite for customer deployments, and maintains tracking of completed tasks to validate acceleration of Hosted Voice revenue in market. The VAM adheres to schedules, guidelines, and requirements in accordance with the organization's product rules while demonstrating the ability to manage priorities. The VAM coordinates with the Hosted Voice Specialist to ensure the effectiveness of customer onboarding materials such as: Tutorials, Presentations, Guides, and Checklists. The VAM serves as a secondary interface with the customer for post-installation configuration changes and training needs in support of assigned Hosted Voice deployments in the designated market. The VAM completes discovery and demo for customers in coordination with the assigned sales engineer on an Individual Case Basis. Other duties as assigned.
Requirements
- High school diploma or equivalent
- 3 years’ experience in Technical Support, Customer Onboarding or Related supporting voice service deployments
- Experience creating and maintaining customer facing onboarding and training materials
- Must have technical aptitude and ability to learn quickly to stay up to date on latest technologies
- Strong internal and external stakeholder management skills needed to leverage cross-functional departments to ensure successful onboarding experience
- Proven ability to communicate technical information to both non-technical and technical customers both verbally and in writing
- Travel up to 50%
- Clean driving record
Nice To Haves
- Bachelor's Degree preferred
Responsibilities
- Serve in market to facilitate onboarding and refresher training for mid-sized customers
- Facilitates prioritization of local onboarding through coordination with Market Sales leaders
- Coordinates with Voice Implementation Manager to help guide positive customer journey through post sales process
- Educates assigned customers on network readiness and coordinates with implementation to ensure the use of the LAN Readiness Checklist and supporting software
- Directly conducts customer onboarding both virtually via web conferencing and in-person onsite for customer deployments
- Maintains tracking of completed tasks to validate acceleration of Hosted Voice revenue in market
- Adhere to schedules, guidelines, and requirements in accordance with the organization's product rules while demonstrating the ability to manage priorities.
- Coordinates with Hosted Voice Specialist to ensure effectiveness of customer onboarding materials such as: Tutorials, Presentations, Guides, and Checklists
- Serve as secondary interface with customer for post installation configuration changes and training needs in support of assigned Hosted Voice deployments in designated market
- Completes discovery and demo for customer in coordination with assigned sales engineer on an Individual Case Basis
- Other duties as assigned
Benefits
- 401k retirement plan, with employer match
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
