SAM Team Lead

Consolidated Communications Enterprise Services - Mosca, CO

Full-time - Mid Level

Mosca, CO

1-10 employees

Telecommunications

About the position

The Strategic Account Lead position at Consolidated Communications is a pivotal role responsible for managing large enterprise accounts, ensuring exceptional customer experience, and acting as the primary point of contact for clients. This position focuses on service-related issues, churn mitigation, and revenue management, while promoting a personalized customer experience. The role requires strong communication and problem-solving skills, as well as the ability to work in a fast-paced environment.

Responsibilities

• Churn mitigation and business growth support for customers with over $5,000 in monthly spend.
• Serve as the single point of contact for all issues for assigned customers and sales teams.
• Provide top-tier customer support with extensive product knowledge.
• Manage renewal ownership and total revenue base for assigned accounts.
• Conduct quarterly business reviews and monitor all aspects of the customer's account.
• Promote a personalized customer experience based on individual customer needs.
• Resolve customer complaints by researching problems and developing solutions.
• Coordinate with other departments to ensure resolution of customer issues.
• Directly meet with customers to conduct quarterly business reviews.
• Review and recommend best practices to improve processes impacting commercial revenues.
• Identify training and development needs and address obstacles and issues.
• Act as a liaison between team members and leadership.

Requirements

• Bachelor's degree or equivalent experience of five years or more in the Telecom industry.
• Previous customer service experience and understanding of order processing.
• Experience managing projects is required.
• Strong commitment to organizational development and coaching.
• Knowledge of customer order entry and functionality.
• Sales experience with a focus on engagement for new logo opportunities.
• Planning skills to develop and implement operational directives.
• Proficient in Microsoft Office programs.
• Ability to multi-task in a fast-paced environment.
• Strong communication skills to keep customers informed.
• Strong analytical skills and excellent time management.
• Ability to communicate technical information in an understandable manner.

Benefits

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays