Manager: Account Management

Job TJob Title

 

Manager: Account Management

 

Reports to:

 

  Director: Customer Service

 

Function:

 

-  This position manages the account management group, including responsibility for day-to-day operations, staffing and personnel issues, assignment and tracking of work, and appropriately escalating issues throughout the company.

 

-  Act as liaison between Sales, Engineering, Support, and Customer to ensure account retention and satisfaction.

 

-  Customer facing representative for Aubeta Networks during the life cycle of each customer starting in sales and continuing the rest of the relationship.

 

 

Job Responsibilities:

 

-  Maintaining excellent relationships between Aubeta Networks and its customers.

 

-  Maintaining a high level customer satisfaction.

 

-  Handling and converting troubled customers into happy customers.

 

-  Developing and maintaining relationships with our customer’s C-level personnel.

 

-  Travel to meet with key customers.

 

-  Organize site visits for account management team.

 

-  Maintain updated records of procedures, processes, and team responsibilities.

 

-  Communicate with other managers to improve departmental procedures and functionality within the operations group.

 

-  Develop and maintain knowledge base for Account Management team.

 

-  Train new team members on account management methodology, task tracking, issues resolution and proper customer communication.

 

Assist in the “on-boarding” and/or training of resources hired into the account management/ customer service function.

 

-  Coordinate transitional meetings for accounts and projects with the project management group.

 

-  Monitor and publish progress of all customer issues.

 

 

 

Requirements:

 

-  5+ years of managing account or project management groups (required)

 

-  4-year college degree (required)

 

-  2+ Experience with Wide Area Networking (WAN), data/voice and/or telecommunications (preferred)

 

-  Exceptional people and communication skills, including meeting facilitation and written communications (required)

 

-  Strong problem solving skills (required)

 

-  Ability to work in a fast paced high energy environment (required)

 

-  Strong attention to detail (required)

 

-  Proficiency with Microsoft Office suite of products (required)