Enterprise Account Manager

Large Business Account Manager

 

Broadview Networks, the Total Solutions company, delivers a broad array of integrated communications solutions, including voice, data, Internet and IP based solutions, as well as premium quality hardware to businesses throughout the Northeast. We deliver service on our own leading-edge integrated network with around-the-clock surveillance, troubleshooting and maintenance at our Network Operations Center. We serve our customers with one-call customer service efficiently handled by caring associates using our proprietary OPENnet™ software.

 

To best serve the needs of our largest customers, Broadview Networks has formed the Enterprise Account Management team. This elite team provides dedicated service management to accounts that have 25 to 199 lines or bills approximately $1,400 to  $10,000 in revenue. The Account Manager is responsible for building relationships with their assigned base by acting as an advocate and consultant for their communications needs.

 

Main responsibilities include, but are not limited to:

· Responsible for fielding inbound inquiries for assigned base to include Repair, MAC and Billing calls

· Must serve as a first level escalation point for customers after normal business hours

· Will have a required minimum for proactive contacts made to assigned account base

· Required to attend customer meetings as requested by customers or Sales

· Must provide proactive and timely updates on open trouble tickets and pending orders

· Responsible to keep notes in Open Café updated with status and all contacts made to customer 

· Required to be relationship building experts – forging alliances with assigned account base

· Must be able to prepare post mortems as requested by either internal or external sources

· Must act as a back up to team for coverage as needed to ensure timely response to customer inquiries

· Serve as a role model for the Customer Service team – through meeting or exceeding the requirements of the position

· This group also has the responsibility to bring to the table any issues that need to be addressed in any department within Broadview in an effort to reduce Churn and ensure Customer Satisfaction. Must be able to objectively evaluate an issue and identify the root cause.

 

Qualifications:

· Individuals must have excellent communications skills, both verbal and written

· Individuals must have a complete understanding of all aspects of Broadview policies and procedures

· Must be able to multi-task and effectively manage all assigned issues

· Individuals must have a sincere interest in assisting customers.  They must display a CustomerFirst attitude at all times and must be able to utilize the appropriate resources to assist them in resolving any and all customer issues.

· Knowledge of Excel spreadsheets and Access databases are required

·  Must have excellent communication skills, both oral and written and exhibit good judgment

 

Broadview Networks is an Equal Opportunity Employer M/F/H/V