Strategic Account & Service Manager

Astound; Pennsylvania; On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

401k retirement plan

Medical, dental, vision, life and STD

Paid Time Off/Vacation: 80 hours+

Floating Holiday: 40 hours

Paid Holidays: 7 days

Paid Sick Leave (state/local varies)

Tuition reimbursement

Employee discount program

Job summary

Astound is seeking a Centralized Account Manager to support the Business Solutions Team and contracted customers, delivering first-class service across markets. You will assist sales with proposals, resolve billing and product issues, and coordinate with internal groups to meet service levels.

Ideal candidates have 3–5 years in telecommunications with customer management, strong communication, and project-management skills. A degree is preferred and MS Office proficiency is expected.

Qualifications

• 3–5 years experience in telecommunications with service and customer management.
• Strong organizational development, project management and process improvement skills.
• Excellent presentation and communication skills.
• Demonstrates honesty and confidentiality.
• Entrepreneurial mindset with ability to solve complex issues.
• Ability to operate effectively in a dynamic environment.
• Strong telephone, written and in-person communication skills.
• Strong problem-solving skills and big-picture thinking.
• Ability to remain composed during challenging situations.
• Ability to work independently with little supervision.
• Microsoft Word, Excel and PowerPoint proficiency.

Responsibilities

• Support all Direct and Indirect Sales teams with serviceability requests and proposal management.
• Responsible for customer satisfaction by resolving billing, service, and product issues directly or coordinating resolution with internal groups.
• Engage operational teams to define and assess metrics and ensure customer service levels are met.
• Assist in the management and execution of commission plans of indirect agent members across Business Solutions markets.
• Enhance and educate customers on brand and service capabilities.
• Build and maintain strong relationships across business units.
• Collections: track and maintain a minimum level of possible bad debt.
• Renewals: track strategic contracts and engage in renewal discussions.
• Maintain customer contact databases including Ni2, Sugar CRM and ICOMS.
• Support contracted customers with move, add, change and disconnect requests.
• Other duties as assigned.

Skills

Customer management

Telecommunications

Communication skills

Project management

MS Office

Problem solving

Independent work

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Astound is seeking a Centralized Account Manager to support the Business Solutions Team and contracted customers, delivering first-class service across markets. You will assist sales with proposals, resolve billing and product issues, and coordinate with internal groups to meet service levels.

Ideal candidates have 3–5 years in telecommunications with customer management, strong communication, and project-management skills. A degree is preferred and MS Office proficiency is expected.