Voice Account Manager

Astound; Illinois; On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

401k retirement plan

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-Term Disability insurance

Paid time off

Floating holiday

Holidays

Sick leave

Tuition reimbursement

Employee discount

Job summary

Astound is seeking a Voice Account Manager to ensure a smooth post-sales onboarding and education experience for mid-sized customers. You will align with the regional sales leader to facilitate onboarding, coordinate with the Voice Implementation Manager, and educate customers on network readiness and required software.

Ideal candidates have 3 years in technical support or onboarding, strong communication skills, and the ability to travel up to 50%.

Qualifications

• 3 years' experience in Technical Support, Customer Onboarding or Related supporting voice service deployments
• Experience creating and maintaining customer facing onboarding and training materials
• Must have technical aptitude and ability to learn quickly to stay up to date on latest technologies
• Strong internal and external stakeholder management skills needed to leverage cross-functional departments to ensure successful onboarding experience
• Proven ability to communicate technical information to both non-technical and technical customers both verbally and in writing
• Travel up to 50%
• Clean driving record

Responsibilities

• Facilitate onboarding and refresher training for mid-sized customers
• Coordinate with Market Sales leaders to prioritize local onboarding
• Guide positive customer journey through post-sales process with Voice Implementation Manager
• Educate customers on network readiness and use of LAN Readiness Checklist and software
• Conduct customer onboarding both virtually and onsite for deployments
• Track completed tasks to accelerate Hosted Voice revenue
• Adhere to schedules and product rules while managing priorities
• Coordinate with Hosted Voice Specialist to ensure onboarding materials are effective (Tutorials, Presentations, Guides, Checklists)
• Serve as secondary interface for post-install configuration changes and training needs for Hosted Voice deployments
• Complete discovery and demos for customers with Sales Engineer on an Individual Case Basis
• Perform other duties as assigned

Skills

Technical aptitude

Stakeholder management

Communication skills

Onboarding experience

Training materials

Education

High school diploma or equivalent

Bachelor's degree preferred

Job description

A Day in the Life of the Voice Account Manager:
The Voice Account Manager, "VAM" ,is responsible for ensuring a positive customer experience for new customers during the post sales implementation of Unified Communication services. Through alignment with assigned sales leader in the region, the VAM facilitates onboarding and customer education for assigned customers to ensure a positive customer experience.

• Serve in market to facilitate onboarding and refresher training for mid-sized customers
• Facilitates prioritization of local onboarding through coordination with Market Sales leaders
• Coordinates with Voice Implementation Manager to help guide positive customer journey through post sales process
• Educates assigned customers on network readiness and coordinates with implementation to ensure the use of the LAN Readiness Checklist and supporting software
• Directly conducts customer onboarding both virtually via web conferencing and in-person onsite for customer deployments
• Maintains tracking of completed tasks to validate acceleration of Hosted Voice revenue in market
• Adhere to schedules, guidelines, and requirements in accordance with the organization's product rules while demonstrating the ability to manage priorities.
• Coordinates with Hosted Voice Specialist to ensure effectiveness of customer onboarding materials such as: Tutorials, Presentations, Guides, and Checklists
• Serve as secondary interface with customer for post installation configuration changes and training needs in support of assigned Hosted Voice deployments in designated market
• Completes discovery and demo for customer in coordination with assigned sales engineer on an Individual Case Basis
• Other duties as assigned

What you bring to the table:
Education: High school diploma or equivalent; Bachelor's Degree preferred
Experience:

• 3 years' experience in Technical Support, Customer Onboarding or Related supporting voice service deployments
• Experience creating and maintaining customer facing onboarding and training materials
• Knowledge, Skills and Abilities:
• Must have technical aptitude and ability to learn quickly to stay up to date on latest technologies
• Strong internal and external stakeholder management skills needed to leverage cross-functional departments to ensure successful onboarding experience
• Proven ability to communicate technical information to both non-technical and technical customers both verbally and in writing
• Travel up to 50%
• Clean driving record

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 for this position ranges $70,000 - 75,000 annually plus opportunities for bonus, benefits and commission, 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.