Associate Strategic Account Manager

Description
Astound Broadband, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services-and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.
Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, youll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.
Position Overview:
Astound Broadband is currently searching for an Associate Strategic Account Manager. This position is responsible for the overall customer relationship management and customer satisfaction with the Carrier and Cellular accounts. Develop and execute account strategies for assigned existing customers to ensure Astound is delivering an exceptional customer experience in terms of network, service offering, billing and care.
The primary position responsibilities will include, but are not limited to:
Work with the Manager, Account Management on account assignments and appropriate work disbursement to effectively meet the goals of the role
Be the first point of escalation for the Account Management team for assigned accounts
Proactively call assigned customers to coordinate periodic business reviews as defined by customer
Review existing contracted services and ensure customer has copies of contracts, circuit IDs, and key personnel contact info including NOC, billing, and care
Actively manage upcoming contract expirations and track/report renewal success rate
Maintain regular contact with customers and share new corporate initiatives Astound may be engaged with or new business opportunities/products customer may be interested in
Serve as primary contact and key point of escalation for post-sale issues that arise and own communication link to customer through final resolution
Serve as key stakeholder and in collaboration with sales rep to help as needed for installation updates and general customer follow up
Utilize and manage internal resources to efficiently resolve customer questions, billing issues, inquiries, requests, disputes and service audits on the customers behalf
Engage internal stakeholders and coordinate customer interfacing meetings when needed to match customer requirements and Astound capabilities on product, network, billing and/or care
Provide periodic updates to leadership detailing best practice on customer experience initiatives needed to guarantee positive outcome for customer and Astound
Quarterly and/or periodic travel within footprint
Other duties as assigned
Our astounding candidate will possess:
2-4 year college degree or equivalent relevant experience required
Minimum of 10 years of industry related experience
Expert familiarity in reviewing complex legal documents; including master service agreements, service level agreements, and non-disclosure agreements
Demonstrated success in telecommunications, including strategic and large business customers, especially Carriers and Cell Carriers
Experience in account planning including account profiling, account positioning strategy, customer needs analysis, sales opportunity development, service improvement planning, and long range account management strategies
Professional business acumen in reporting and database use
Product knowledge of both switched and dedicated services, as well as associated end-user and carrier applications
Operational understanding of telecommunications ordering, provisioning, and billing processes
Strong ability to communicate at all levels within an organization
Strong knowledge of general marketing principle tools and processes
Strong skills ne