Customer Account Manager

Customer Account Manager

Job Descriptions:

GENERAL PURPOSE
TelePacific Communications is a leading business-to-business broadband Integrated Communications Provider (ICP) providing traditional telecommunications, data and Internet Service Provider (ISP) services and solutions in California and Nevada. TelePacific serves the local and long distance voice, data, and multimedia needs of its small and medium-sized business customers.
TelePacific Communications is currently looking to fill a Customer Account Manager position in their Base Management Organization. This person will be responsible for maintaining, growing and aquiring new revenue from the exsisting base of TelePacific customers. The account manager position requires the manager to achieve a combination of monthly quota of new revenue from the sales of additional services along with renewal and customer retention targets.

SUPERVISION RECEIVED:
Works under the supervision of the Manager, Account Manager

SUPERVISION EXERCISED
N/A

ESSENTIAL DUTIES AND RESPONSIBILITIES
* Responsible for a Base of 340-550 customers that you are required to engage each quarter. Proactivly/Reactivly contact customers within account base
* Do don’t touch accounts within 12 months of sale unless you sold it.
* Required to open 10 new CRM tickets a day with new touches into your base. High documentation. Document, record and manage all pertinant Customer contact information.
* Provide escalation support and follow-through within your account base. (High Risk-over 3K, ETF-3E)
* Required to process 6 renewals per month but current average is 3 per week.
* Required to sell a revenue quota of 2200.00 of new and or existing revenue per month.
* Required to respond to Trigger tickets such as CSR’s, disco requests, M2M and downsizing same day as received.
* Required to work any and all retention campaigns to save accounts in your base.
* If we churn a customer in your base- you are charged back for the loss per the plan and are required to report on why the acct was lost.
* Upsell/Retention/Resign and Renewal Specialist.
* Required to be on the ACD from login to logout.
* The “quarterback” of direct customer issues.
* Visit customers in the field when asked.
* Work a win back program for churned customers.
* Handle overflow on the ACD for CTSC outages.
* Handle overflow for relocations during high volume in the move dept.
* Assist with special projects. (You work all Migration orders for technical outages.)
* Required to respond to all VM and email /same day.
* Act as primary point of contact to your assigned account base
* Identify customer business needs and proactivly seek opportunities to up-sell TelePacific's products to exsisting customers.
* Ensure your performance meets and exceeds your customers expectations.
* Aggressively and proactively provide a high level of customer support to all accounts.
* Document and Submit Order information to specified admin for EDW order entry.
* Provide training, coaching and lead by example to your new co-workers in order to improve and maintain team’s performance.
* Perform all duties as deemed by Management.

PERIPHERAL DUTIES
* Self-development and continuing personal development.
Required Experience:

DESIRED MINIMUM QUALIFICATIONS
Education and Experience:
* Graduation from an accredited four‑year college or university with a degree.
* Two (2) years of experience in Telecommunications.
* Two (2) years of experience in Sales.
* Prior Account Management Experience or Customer Service Preferable.
* Any equivalent combination of education and experience.
NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES
* Excellent oral, written, time management and presentation skills
* Must be capable of balancing between fulfilling customers needs and meeting company expectations and goals.
* Knowledge of computer and word processing systems and programs.
* Experience working in a high-paced telecommunications environment
* Strong explanation and resolution skills.
* Ability to work under a quota retirement plan
* Ability to work under pressure and maintain flexability.
* Ability to learn new processes and procedures and stay current on products services promotions and technology.
SPECIAL REQUIREMENTS
* Must have valid driver license with clean DMV
* No DUIs within the past 3 years
* Maximum of 3 points on driving record
TOOLS AND EQUIPMENT USED
* Personal computer, including word-processing, database and spreadsheet programs; calculator, telephone, copy and fax machine.
PHYSICAL DEMANDS
* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
* The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT
* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* The noise level in the work environment is usually moderately quiet.
Keyword: Account Development, Account Management, Inside Sales
From: TelePacific Communications