The Account Manager works to build and maintain strong and meaningful business relationships with his or her assigned account base. The Account Manager is the primary point of contact for all customer requests and acts as a liaison throughout various groups within the organization on the customer's behalf. He or she will lead a partnership with identified Major Account Executives, Account Directors, Sales Engineers and Operations teams to enhance the customer overall experience and proactively managing, up selling and servicing accounts. Account Manager is measured by customer satisfaction, customer retention and monthly generated revenue increase within the assigned base.
Achieve revenue growth objectives by increasing revenues within current base: Research, develop, and grow assigned customer base by product and network upgrades, cross-sells, and adding additional/new services. Continually inform customers about new services and the benefits they bring to their business.
Stay engaged with customers to deepen and widen relationships and recognize new opportunities through regular proactive communication.
Renew / maintain all customers on term agreements.
Coordinate with Marketing, Sales, Operations and other EarthLink Business functions to expedite exchange of ideas and information needed to ensure customer satisfaction.
Team and partner with branch sales colleagues on critical new sales opportunities when directed by Sales Management.
Meet customer needs and maintain a loyalty relationship by acting as a liaison between billing, customer service, tech support, and any other internal needs to resolve issues. Alert Manager of unusual, at risk situations, or escalations.
Demonstrate the EarthLink Business values and brand at all times.
Must present a professional appearance as appointments will require face to face meetings.
Must have expert knowledge of EarthLink Business products and services. Be an expert as to why EarthLink Business is an industry leader as well as the differentiators that provide us with the competitive edge in the specific markets supported
Must own "the between" the customer and the company, thus coordination and collaboration with internal departments is necessary to deliver seamless service to the customer
5 years of account management experience
Experience working in IT and Managed Services, Telecommunications or related technical field is preferred.
Strong PC skills, including expertise in Microsoft Word, Excel, PowerPoint and CRM tools.
Solid business acumen.
Excellent interpersonal skills.
Solid Communications and negotiations skills both written and oral.
High level of self-initiative.
Customer Relationship management skills including demonstrated ability to display a strong customer service orientation.
High performance orientation; has a “Raise the bar” mentality, constantly striving to reach new levels of performance.
Well organized with a high level of attention to detail.
Must be able to sit or stand for extended periods of time, lift up to 25 lbs. and perform other basic physical demands of the position as needed
Valid driver’s license and must maintain an acceptable MVR that meets the company insurance provider’s standards
Minimum Education: Bachelor's or Associate Degree in Sales, Account Management, Business Communication or Similar program or equivalent job experience
EarthLink Inc. - 14 months ago
Some of us spend way too much time online, and EarthLink is OK with that. The company provides Internet connections to more than 1 million...