Network Account Manager

Momentum Telecom - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

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 well-informed about Momentum's services and opportunities for growth. The manager will collaborate with various internal departments to resolve issues and enhance the customer experience, while also tracking contract dates and facilitating renewal discussions.

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 to follow up on marketing communication, discuss bandwidth upgrades, introduce new services, and review 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

• Ability to manage multiple tasks effectively.
• 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.
• Proficient in using a computer and associated software products (Microsoft Word, Excel, PowerPoint, and/or Outlook).
• Familiarity with Salesforce.com or similar CRM tools is preferred.
• Excellent communication skills, both written and verbal.
• A four-year undergraduate degree is preferred.
• Two years' experience working for a managed network company is preferred.
• Two years' experience in a customer service role is preferred.

Nice-to-haves

• Familiarity with Salesforce.com or similar CRM tools is preferred.