Director of Account Management in Englewood, CO at WOW!

Date Posted: 2/10/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Englewood, CO
  • Experience:
    Not Specified
  • Date Posted:
    2/10/2020
  • Job ID:
    REQ-2020-126

Job Description

The Director of Account Management is responsible for the satisfaction and retention of the entire assigned book of business under the Commercial Sales/Business Services umbrella. In this role, the incumbent will be responsible for the day to day management of the Account Management leadership team and will represent the team both internally and externally in this capacity. This position reports to the Vice President of Business Sales.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Effective leadership of a seasoned group of managers and their account management staff to ensure complete customer satisfaction and timely response on all deliverables. All service issues and relationship management issues will be elevated to Director of Account Management prior to the Vice President of Business Sales.
  • Responsible for retention of existing business, and will run point on efforts to salvage any threatened accounts.
  • Manage a variety of projects to include product promotion and client rollout/impact, working with interdisciplinary teams to achieve timelines and deliverables.
  • Attract, recruit, and hire top talent and maintain a high-performance organization
    • Conducts performance evaluations and ensures timely feedback to direct management reports
    • Accountable for retention of account management team
  • Works directly and in concert with business sales directors, teaming to maintain strategic top-level relationships of account management and sales personnel as related to client base growth.
  • Design & maintenance of a “best in class” customer support model, focused on the following principles:
    • Customer First:  a positive customer experience is at the center of everything we do; always asking:  “what is in the best interest of the customer”
    • Focus:  we will leverage our strengths and specialization
    • One Team:  we operate as “one team”…no internal conflict or friction, especially when it impacts the customer experience
  • Oversee comprehensive quarterly/annual customer review meetings.
  • Work effectively with the Network Operations Center and identify why issues occurred, and communicate our game plan on the solution to fix the issue with the customer.
  • Work with Product & Billing Operations teams to identify & fix recurring billing issues.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

Bachelor’s Degree or 10+ years equivalent job experience in the telecommunications industry is preferred with 10+ years of successful sales and/or customer service experience with a focus on mid-market/enterprise level accounts.

Experience/Skills Needed:

  • 10+ years of direct client/account management experience
  • Excellent interpersonal and customer service skills both written and verbal
  • Ability to communicate effectively with all internal depts. and with external clients
  • Ability to travel and present to clients, as required
  • Exceptional relationship building skills
  • Client focused attitude coupled with strong business acumen
  • Develop and set best practices on process and is subject matter expert on account management
  • Strong senior level team player, ethics and willingness to help others (internal and external)
  • Ability to manage multiple issues at one time across a vast book of business with varying spend levels
  • Knowledge of and experience with strategies to drive best in class customer experience
  • Must be self-motivated and results-driven, as demonstrated by previous work experience
  • Must possess the ability to analyze and solve problems arising through customer interaction

Computer Skills:

Proficiency with Microsoft products, including Word, Excel, PowerPoint

Ability to use and or learn Saleforce.com

Ability to learn billing software systems

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer

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