Strategic Account Manager – Gems

Astound Business Solutions

Purpose of Position:
Responsible for overall customer relationship management and customer satisfaction. Develop and execute account strategies for assigned existing customers to ensure Astound is delivering an exceptional customer experience in terms of network, service offering, billing and care.

Responsibilities include:

• Proactively call assigned customers to coordinate periodic business reviews as defined by customer.
• Review existing contracted services and ensure customer has copies of contracts, circuit ID’s, and key personnel contact info including NOC, billing, and care.
• Actively manage upcoming contract expirations and track/report renewal success rate.
• Maintain regular contact with customers and share new corporate initiatives Astound be engaged with or new business opportunities/products customer be interested in.
• Serve as primary contact and key point of escalation for post-sale issues that arise and own communication link to customer through final resolution.
• Serve as key stakeholder and in collaboration with sales rep to help as needed for installation updates and general customer follow up.
• Engage internal stakeholders and coordinate customer interfacing meetings when needed to match customer requirements and Astound capabilities on product, network, billing and/or care.
• Provide periodic updates to leadership detailing best practice on customer experience initiatives needed to guarantee positive outcome for customer and Astound.
• Quarterly and/or periodic travel within footprint for customer meetings

Required Qualifications:

• Minimum of 10 years of industry related experience
• Working knowledge in reviewing complex legal documents; including master service agreements, service level agreements, and non-disclosure agreements.
• Understanding how state and local municipal government process forms. Compliance with state regulations.
• Demonstrated success in telecommunications and internet sales to end-user customers, including strategic and large business customers and government accounts using relationship management and system sales concepts
• Ability to sell to C level executives within an organization
• Experience in systems selling, consultative sales techniques, and account planning including account profiling, account positioning strategy, customer needs analysis, sales opportunity development, service improvement planning, and long range account management strategies
• Professional business acumen in funnel management and forecasting in a CRM environment
• Product knowledge of both switched and dedicated services, as well as associated end-user and carrier applications
• Operational understanding of telecommunications ordering, provisioning, and billing processes
• Working knowledge of general marketing principle tools and processes
• Skills necessary for decision making and maintaining customer retention
• Strong interpersonal skills

Preferred Qualifications:

• 2-4 year college degree or equivalent experience
• Minimum 5 year track record of success selling to large business with technical solution.
• Involvement in trade and commercial organizations to expand the market awareness of the company

Diverse Workforce / EEO:

Astound Broadband is proud to be an Equal Opportunity Employer. We embrace, support, and thrive on each other’s differences to maximize the experience of our teammates and our community. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)