Summary:

The Enterprise Network Account Manager will act as the primary point of contact for our largest existing circuit only named accounts. In this role you will serve as the customer advocate and be responsible for the overall satisfaction of the client in every aspect of their communication with Momentum. During monthly communication to customers you will educate them on additional areas Momentum can assist their business. You will be responsible for tracking contract dates and initiating a renewal discussion. You’ll partner with EVP of Network Access on sales opportunities. This position is focused on retention, you’ll manage customer expectations and work with various departments internally to facilitate problem resolution. The Enterprise Network Account Manager is required to consistently provide excellent customer service to assigned accounts, consultatively ascertain client needs, and present client intelligence data within Momentum to ensure a high-quality customer experience.

A successful Enterprise Network Account Manager will develop relationships with users, influencers and decision-makers within each organization; have a basic understanding of the Momentum services and Unified Communications industry; and thrive in a fast-paced environment.

Responsibilities:

• Collaborate with internal resources (Support, Implementation, Billing, Engineering) to share information and ensure end-to-end customer satisfaction for account base
• Communicate monthly with each assigned account for a purpose (follow-up on marketing communication, discuss bandwidth upgrade, introduce new service, review a recent ticket, etc)
• Conduct quarterly business review meetings
• Focus on creating a superior customer experience by assisting with billing questions, past due balances, Support tickets and change orders
• Track contract end dates for each circuit
• Collaborate with Customers, Agents and Regional Sales Managers, Data Services leadership
• As the client advocate, facilitate problem resolution through efficient internal and external communication relating to implementation, support and billing

Qualifications:

• Ability to manage multiple tasks
• Ability to thrive in a fast-paced environment
• Handles stressful situations well
• Highly motivated and results oriented
• Plans and carries out responsibilities with minimal direction
• Customer service oriented
• Extremely detail oriented
• Works well in a team environment as well
• Demonstrated history developing relationships with C-level professionals
• Must have the ability to use a computer, associated software products (i.e. Microsoft Word, Excel, PowerPoint and/or Outlook), and the Internet
• Familiarity with Salesforce.com or similar CRM tools is preferred
• Excellent communication skills including written and speaking
• A four-year undergraduate degree is preferred
• Five years’ experience working for a managed network company is preferred
• Five years’ experience in a customer retention role is preferred
• Available to travel approximately 20% of the time