Senior Account Manager

Position Description

The Business Solutions Senior Account Manager is responsible for successful account management, retention and revenue growth of an assigned portfolio of small and medium-sized business customers in Truvista territory. He/she develops trusted business relationships with clients, acts as their main point of contact, and partners with Truvista Customer Service, Operations and Finance team members to ensure customer expectations are being met. The Senior Account Manager identifies opportunities for new service sales, service upgrades and contract renewals while maintaining a sales pipeline necessary to consistently meet assigned revenue and account retention objectives. He/she uses a consultative, solution based account management and sales approach, positions Truvista as a premium broadband services provider, and effectively markets the entire portfolio of Truvista products and services.

Essential Job Functions

• Meet or exceed monthly sales goals for new sales and renewal contracts
• Successfully manage an assigned portfolio of small and medium-sized business customers
• Partner with Account Executive / Senior Account Executive to achieve monthly sales quota and renewal targets
• Develop and maintain trusted business relationships with clients and act as their main point of contact at Truvista
• Accurately forecast new business and contract renewals each month
• Partner with Truvista Customer Service, Operations and Finance departments as needed to ensure customer expectations are being met; resolving any customer issues in a timely manner
• Train customers on Truvista business solutions and customer portal(s)
• Develop and maintain an in-depth knowledge of Truvista’s product offerings and value propositions
• Act as the “voice of the customer” to Truvista and prioritize the business and product needs of customers to the Truvista leadership team
• Use a consultative, solution based account management and sales approach with customers
• Build and maintain a sales pipeline necessary to consistently meet assigned revenue and account retention objectives
• Customize and present compelling value propositions and sales proposals to customers
• Develop and maintain a list of referenceable customers to help close new sales
• Catalog and maintain electronic copies of executed customer contracts in a Truvista shared storage drive
• Maintain a minimum 12-month view in advance of all upcoming contract renewal opportunities
• Renew customer contracts to protect and grow existing customer revenue
• Update and maintain accurate business contact information and records in the Truvista sales system
• Accurately forecast new business and contract renewals each month
• Maintain a strong working knowledge of market competitors and their sales and marketing strategies
• Escalate customer installation, billing and service issues for resolution when needed and serve as the primary escalation point for the customer when warranted
• Maintain a customer service focus
• Promote a positive reputation and brand image for Truvista in our service areas
• Complete additional duties and projects as assigned by management
• Deliver consistent and on-time attendance
• Travel throughout the service area – requiring daily operation of a motor vehicle.

Knowledge, Skills, and Abilities

• Leadership - Inspires and motivates others to perform well, provides vision and inspiration to peers, and gives appropriate recognition to others. Exhibits sound judgment and makes good business decisions.
• Professionalism - Maintains a professional appearance. Approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration regardless of their status or position. Accepts responsibility for his/her own actions and follows through on commitments.
• Interpersonal Skills - Focuses on resolving conflict vs. blaming others, maintains confidentiality, and is open to coaching and new ideas
• Communications - Speaks clearly and persuasively in both positive and negative situations, listens and gets clarification, and responds well to questions. Able to compose professional business correspondence.
• Interpretation - Able to read, analyze, interpret, develop and negotiate contracts
• Teamwork - Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeed
• Customer Service - Effectively manages difficult or emotional customer situations, solicits customer feedback to improve service, and meets customer commitments
• Organizational Support - Follows policies and procedures and completes administrative tasks correctly and on time
• Planning and Organizing - Prioritizes and plans work effectively and uses work time efficiently
• Computer Skills – Possesses solid operating knowledge and ability in Microsoft Word, Excel, PowerPoint, and Outlook

Qualifications:

• Bachelor’s degree or equivalent from a four-year college or university is preferred
• Three years of successful technology sales, business development, account management or customer service experience in broadband services preferred
• Thorough understanding of customer relationship development and successful account management practices
• Strong business and financial acumen and an understanding of the economic drivers small and medium-sized businesses
• Working knowledge of high-speed internet, cable TV and voice products and services
• Experience in negotiating and executing customer contracts
• Must have reliable transportation, a good driving record, a valid drivers license, and be willing to travel when required based on needs of the business

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to talk and hear. The employee is frequently required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. Must be able to operate a motor vehicle.