Network Account Manager

Momentum Telecom - Birmingham, AL

Full-time - Mid Level

Birmingham, AL

Telecommunications

About the position

The Network Account Manager at Momentum Telecom Inc. serves as the primary point of contact for approximately 300 existing network-only customers. This role focuses on customer satisfaction, retention, and communication, ensuring that clients are informed about additional services and contract renewals. The position requires collaboration with various internal departments to resolve issues and enhance the customer experience, making it essential for the manager to develop strong relationships with clients and understand the company's services and the Unified Communications industry.

Responsibilities

• Collaborate with internal resources (Support, Implementation, Billing, Engineering) to ensure end-to-end customer satisfaction for an account base of approximately 300 customers.
• Communicate monthly with each assigned account for various purposes such as follow-ups on marketing communication, discussing bandwidth upgrades, introducing new services, and reviewing recent tickets.
• Assist customers with billing questions, past due balances, support tickets, and change orders to create a superior customer experience.
• Follow up on marketing promotions to identify growth opportunities.
• Track contract end dates for each circuit and initiate renewal discussions.
• Partner with an Account Manager to close upsell and renewal opportunities.
• Facilitate problem resolution through efficient internal and external communication relating to implementation, support, and billing.

Requirements

• Bachelor's degree preferred.
• Two years' experience working for a managed network company preferred.
• Two years' experience in a customer service role preferred.
• Ability to manage multiple tasks and thrive in a fast-paced environment.
• Excellent communication skills, both written and verbal.
• Detail-oriented and customer service oriented.
• Ability to use a computer and associated software products (Microsoft Word, Excel, PowerPoint, and/or Outlook).
• Familiarity with Salesforce.com or similar CRM tools is preferred.

Nice-to-haves

• Experience in account management.
• Knowledge of the Unified Communications industry.

Benefits

• Full-time position with competitive salary.
• Opportunities for professional development and growth.