National Sales Support and Account Manager

Astound; Washington (Washington County); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

401k retirement plan with employer  +

Medical, dental, vision, life and STD

Paid Time Off starting at 80 hours

Floating holiday 40 hours

Paid holidays 7 days

Paid sick leave per calendar year

Tuition reimbursement

Employee discount

Job summary

Astound is seeking a National Sales Support and Account Manager to assist the National Sales Leadership with special projects and initiative management, spending about 50% on account management for select National Sales Accounts. The role reports to the Account Management leader within National Sales with dotted line to the SVP/VP of National Sales.

The position includes event planning, sales reporting, renewal tracking, and escalation for post-sale issues, with periodic travel within the

Qualifications

• 2-4 year college degree or equivalent experience.
• Minimum 5 years of telecommunications related experience in a similar role.
• Familiarity with master service agreements, SLAs, and NDAs.
• Strong communication across all levels of an organization.
• Experience in account planning and long-range management strategies.
• Proficient in reporting and database use.
• Understanding of telecom ordering, provisioning, and billing processes.
• Decision-making with a focus on customer retention.
• Analytical, detail-oriented and task-focused.

Responsibilities

• Special project management of national sales initiatives as assigned
• Cross functional meeting support including scheduling, documentation, follow up action
• Special event planning, implementation, logistics, communications
• Sales reporting as assigned
• Sales exceptions tracking and follow up actions required
• Customer appreciation program management, such as holiday recognition
• Assist with the cross functional distribution of restricted sales address list
• Be the first point of escalation for the Account Management team for assigned accounts
• Review existing contracted services and ensure customer has copies of contracts, circuit ID’s, and key personnel contact info including NOC, billing, and care
• Actively manage upcoming contract expirations and track/report renewal success rate
• 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
• Provide periodic updates to leadership detailing best practices on customer experience initiatives needed to guarantee positive outcomes for customer and Astound
• Quarterly and/or periodic travel within footprint for customer meetings
• Other duties as assigned

Skills

Account management

Project management

Communication

Cross-functional collaboration

Time management

Analytical thinking

Problem solving

Microsoft Excel

PowerPoint

Interpersonal skills

Education

Associate or Bachelor's degree or equivalent experience

Tools

Excel

PowerPoint

Word

Job description

A Day in the Life of the National Sales Support and Account Manager

This position will support National Sales Leadership with National Sales special projects & initiative management and logistics approximately 50% of the time. This role will function as a National Sales account manager for specific National Sales Accounts, which will account for approximately 50% of their working hours. This position will report to the leader of Account Management within the National Sales organization with a dotted line responsibility to the SVP and VP of National Sales.

• Special project management of national sales initiatives as assigned
• Cross functional meeting support including scheduling, documentation, follow up action
• Special event planning, implementation, logistics, communications
• Sales reporting as assigned
• Sales exceptions tracking and follow up actions required
• Customer appreciation program management, such as holiday recognition
• Assist with the cross functional distribution of restricted sales address list
• Be the first point of escalation for the Account Management team for assigned accounts
• Review existing contracted services and ensure customer has copies of contracts, circuit ID’s, and key personnel contact info including NOC, billing, and care
• Actively manage upcoming contract expirations and track/report renewal success rate
• 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
• Provide periodic updates to leadership detailing best practices on customer experience initiatives needed to guarantee positive outcomes for customer and Astound
• Quarterly and/or periodic travel within footprint for customer meetings
• Other duties as assigned

What you bring to the table:

• Education: 2-4 year college degree or equivalent experience
• Minimum 5 years of telecommunications related experience in a similar role supporting Carrier, Cellular, Media, or similar customers
• Familiarity in reviewing including master service agreements, service level agreements, and non-disclosure agreements
• Strong ability to communicate at all levels within an organization
• 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
• Operational understanding of telecommunications ordering, provisioning, and billing processes
• Strong skills necessary for decision making and maintaining customer retention
• Strong interpersonal skills
• Very strong, at minimum intermediate level of Microsoft software including Excel, PowerPoint, Word
• Must possess time management and problem solving skills, be able to multi-task, and prioritize
• Must possess a high sense of urgency, be detail oriented, and analytical
• Must possess the ability to make decisions confidently based on analysis of available information and impact on business operations
• Must possess the ability to take ownership of a problem and move toward closure and anticipate future needs or events and work to identify alternative/contingency plans

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

*Benefits listed above are for regular full-time position

Base Salary: The base salary range for this position is $80,000 - $90,000 annually, plus opportunities for bonus and benefits, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.

Our Mission Statement:

• Take care of our customers
• Take care of each other
• Do what we say we are going to do
• Have fun

Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

About Astound:

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.

Welcome to Astound Careers!

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.