The Account Manager is responsible for the overall care, growth and retention of a commercial customer base or book of business ('BOB') in a specific geography, assigned territory or named account base. The AM's job and primary responsibility is to grow TDS revenues, increase product penetration and improve overall profitability. This is achieved by increasing the penetration of TDS products by finding and creating opportunities for higher-end IP applications and CPE solutions within their assigned territory.
Manage existing account base. Meet or exceed the sales and revenue growth goals for services and business systems. Make regular contact with the existing account base including proactive customer contact calls and/or personal visits to uncover sales opportunities. Serve as the resource for sales negotiation with existing accounts. Craft sales proposals based upon the customer/company impact prior to making a recommendation or decision. Actively manage the existing base to ensure we retain and grow these account in the future. Provide education on the industry, technology and TDS products and services.
Monitor contract expiration dates and take a proactive role in contract renewals including responding to RFPs. For win-back orders contact customers with the early termination charges and answer any questions. Manage the retention of the customer base.
Take the lead role and manage customer relationship with named accounts. Handle MACD (moves, adds, changes, deletes) for named accounts and negotiate customer credits, if needed. Maintain and update current book of business through the BSR program.
Pursue new sales by acquiring accounts, key customers and other opportunities at the direction of the sales manager. This includes win-backs in ILEC territory and new accounts in adjacent approved territory. Identify targets, prospect, set appointment, conduct NAM, provide demo as needed, propose and close the business. With the appropriate approval work cooperatively with account managers to sell managedIP and business systems to their base of customers.
Keep abreast of new business in the area in order to be able to add to the footprint and provide market relevant business solutions based on local trends.
Develop an annual tactical customer growth and retention plan to meet the quarterly and annual goals. Craft and implement a personal action plan. Report activity and monitor progress on a weekly, monthly, quarterly and annual basis. Meet regularly with supervisor to review overall achievement of goals and address gaps.
Maintain customer information and activity in an accurate and timely manner utilizing our sales force automation system.
Attend industry and trade group meetings and events as needed to increase our corporate visibility, identify business opportunities and develop industry contacts. Maintain relations with contacts and lead sources, which may include after hours events.
Maintain and enhance technical knowledge through internal and external training opportunities and boost interpersonal skills by attending and/or leading professional development programs.
Perform other duties as assigned by supervisor, director or VP.
The position may be filled at the Account Manager or Sr. Account Manager level based on experience.
HS diploma, GED or HSED.
2+ years customer service experience.
1+ years inside or outside sales experience.
Must have and maintain a valid driver's license, insurance, and have access to reliable transportation.
Telecommunications experience a plus.
Associate or Bachelor Degree in Business Communications, Economics, Engineering or related field preferred.
Winning 'can-do' attitude and strong work ethic as evidenced by a track record of success in business, education or extracurricular activities.
Ability to clearly and effectively set goals and then attain them as evidenced by a track record of setting goals, creating a work plan, establishing a reward, working diligently, measuring performance, adjusting as necessary and then accomplishing the goal.
Well organized, good time management skills, ability to multi-task and close attention to detail.
Customer service experience, motivation to serve and a genuine interest in helping others including both internal and external customers.
Comprehensive product and application knowledge with the ability to provide a high volume of quality problem resolution to customers.
Competitive nature, strong passion to sell and succeed coupled with a mastery of our sales processes and practices.
Time intensity that is evidenced by a track record of seizing the moment and bringing the appropriate amount of energy to solve problems and effect change sooner than later.
History of identifying problems, gathering data, consulting others, soliciting input, weighing the facts, making decisions and effectively implementing the decision.
Excellent verbal and written communications skills including the ability to explain complex issues in a clear and thorough manner as evidenced in personal interviews and via telephone.
Ability to work effectively with customers at 'C' and other levels of management.
Confidence coupled with necessary empathy to quickly set any customer at ease.
Ability to grasp new concepts and material quickly, willingness to learn and continue to learn as evidenced by formal education or work experience.
Ability to work independently or interdependently based upon the circumstances.
Must maintain satisfactory sales quotas.
As a part of your total compensation, TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. Here is a sample of what we have to offer for full-time employees.
Medical, Dental, Vision, and Life Insurance Eligible Immediately
Paid Time Off:
Vacation, Personal Time, Sick Time, and Holidays
401K Eligible Immediately, Pension, and Flexible Spending Accounts
Education Assistance, Telephone and Internet Concessions
Extensive Training Program, Recognition Programs, Cell Phone Allowance and Mileage Reimbursement
Employment at TDS is subject to post offer, pre-employment drug testing. EEO/AAP Employer.
TDS, #504 on the 2014 Fortune® 1000, provides wireless; cable and wireline broadband, TV and voice; and hosted and managed services to...