Reference #: 7829
Major DutiesClassification: Exempt / Non-Bargaining
Position may be located remote. #LI-Remote
Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Consolidated Communications is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live. At Consolidated, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds.
The Strategic Account Lead position is responsible for total ownership of large enterprise accounts. The primary responsibility of the Strategic Account Lead is to provide the highest tier of customer experience operating as the single point of contact for this customer segment. This position is available for ordering, billing and repair escalations; with a primary focus on service impacting issues. Additional responsibilities include churn ownership and renewal ownership.ResponsibilitiesThis position is responsible for the following functions for customers >$5,000 in monthly spend.
Churn mitigation/business growth support
One point of contact for all issues for assigned customers and sales teams
Best of the best in customer support- very knowledgeable with a broad set of skills
Enhanced Product knowledge
Renewal ownership
Total revenue base management
Quarterly business reviews
Monitor all aspects of the customer's account.
Customer facing, local to market
Ability to work and function in a fast-paced environment with multiple priorities while handling internal and external customer needs.
This position is a field-based resource which is close to the customer and sales.
Promotes a personalized customer experience, based on the needs of the customer.
Responds to and resolves customer complaints by researching the problem and developing appropriate solutions within an empowered environment and in accordance with company guidelines.
Proactively follows up and coordinates with other departments to ensure resolution of customer issues.
Position will be required to direct meet with customers and conduct Quarterly business reviews.
Strategic Contribution
Review and recommend best practices/processes to improve work that would positively impact commercial top line revenues.
Support and Development/Problem Solving
Identify training and development needs.
Identify and address obstacles and issues.
Serve as point of contact/assist with SAM team's day to day problem solving
Communication
Suggest pertinent topics and assist with regular team meetings and discussions.
Act as a liaison between team members and leadership.
Exhibit a positive attitude, help foster a motivating and engaging work environmentQualificationsStrong commitment to organizational development and coaching designed to drive improvement of key measures.
Understanding of how to navigate internal company dynamics and prioritize resources.
Knowledge of customer order entry and functionality.
Sales experience, but not solely sales focused- engagement can begin pre-sale for new logo opportunities.
Planning skills to develop and implement daily operational directives designed to enhance performance, improve work processes and customer interactions.
Proficient in Microsoft Office programs.
Ability to multi-task in a fast-paced environment.
Strong communication skills- must keep customer informed.
Strong analytical skills.
Candidate must have excellent time management and organizational skills.
Candidate must be able to communicate technical information and telecom terminology in a manner that the customer can comprehend.
Must maintain a high level of profes ionalism, focus, and patience managing multiple competing priorities in a fast-paced environment.
Required Education & Experience:
In order to accomplish the essential duties of this position, the incumbent must have a Bachelor's degree or equivalent experience of five years or more in the Telecom industry. Previous customer service and an understanding of order processing are necessary. Experience managing projects required.Benefits OfferedWe are proud to offer a comprehensive and competitive benefits package:
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
Employee Assistance Program
Annual bonus program to eligible employee's based upon organization performanceSalaryPay range (commensurate with skills and experience): $67,632 - $102,511Equal Opportunity EmployerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.Consolidated Communications Enterprise Services, Inc. is an AA/EEO/Veterans/Disabled Employer.