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Provides strategic account management and financial sales leadership for an assigned portfolio of existing Mid-Market customers. The EAM is primarily focused on maintaining and growing existing customers with existing Metro Ethernet and Advanced Voice services as well as large coax-based customers that are interested in growing their business and building their network. Develop and manage strategies for high value Mid-Market accounts including incremental revenue opportunities and retention of embedded services.
Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job
Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services
Know your stuff-be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences
Win as a team-make big things happen by working together and being open to new ideas
Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers
Drive results and growth
Respect and promote inclusion and diversity
Do what's right for each other, our customers, investors and our communities
Retain and renew assigned customer accounts through solution-based selling and account management via phone calls, email and in-person visits.
Build fiber-based network solutions for complex Company Business customers including designing solutions with multiple products among multiple locations
Demonstrated understanding of advanced voice services, complex fiber and coax customer management, fiber-based product and all Company Business products
Interface with various levels of sales, operations, engineering, and other functional groups to ensure order flows appropriately.
Drive unit growth through solution-based selling to a base of growing customers by cross-selling new Lines of Business (LOBs), adding new customers sites.
Grow revenue by upgrading existing products, renewing contracts and recontracting service agreements
Operate multiple systems to build, track and monitor sales opportunities.
Maintain a satisfactory Net Promoter Score (NPS) within assigned customer base.
Enhance customer satisfaction through regular contact and problem resolution.
Regularly interface in-person and over-the-phone with customers to provide custom solutions to business needs
Demonstrated experience of growing customers with additional products and services
Understanding of company capabilities and service, and effectively communicates all offerings to the client.
Meet or exceed monthly quota through identification and closing of incremental sales and revenue opportunities.
Renew customer contracts to protect and grow existing revenue streams.
Maintain regular account contact to ensure positioning and alignment of Company Business Services with assigned accounts.
Initiate and deliver proposed solutions to meet the needs of the assigned customers as it relates to Advanced Voice and other Business Class products, as appropriate.
Maintain customer satisfaction and serve as the primary escalation point for any customer issues that arise.
Manage the cultivation, execution and delivery of sales and services to local and Regional accounts in the Enterprise and mid-market segment.
Collaborate with Sales, Finance, and Operations leadership to develop specific account management plans to meet assigned accounts needs and an overall strategy to optimize sales and retention opportunities.
Position and sell Company Business Class services across multiple organizational levels including but not limited to C-level and Executive level personnel.
Management of existing revenue, sales opportunities, quota, funnels and forecasts consistent with Region, Division, and Corporate sales, service, and operational goals and objectives.
Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
Other duties and responsibilities as assigned.
Education Level: Bachelor’s Degree or equivalent experience with Account Management or Advanced Voice services.
Years Experience: Generally requires 6-9 years related experience
Account Management skills required in order to create, maintain and enhance customer relationships