Job Description
Major Duties
Classification: Exempt /Non-Bargaining
Position may be located remote (New England preferred)
The Director of Strategic Account Management - Is responsible for customer success of Fidium's largest clients billing $5K and above. The Director of Strategic Account Management is responsible for the supervision, coordination, direction, evaluation and planning related to all department activities.? This position will direct/lead 12 Strategic Account Managers located in our various regions, nationally. The Director of Strategic Account Management will interact cross-functionally at the leadership level with all down-stream support departments including Sales, Sales Engineering, Enablement, Sales Operations, Project Management, Network Engineering and Field operations to facilitate best-in-class customer and partner experience.
Responsibilities
This position is responsible for the following functions for customers >$5,000 in monthly spend.
Directing Strategic Account Managers (SAM's) to manage customer satisfaction and revenue growth and churn for all assigned accounts and insure this important customer segment receives "concierge level" service.
Act as escalation point of contact, when needed for issues for assigned customers and sales teams.
Insure the best team is selected, skilled in customer support and knowledgeable on all CCI systems and processes with a broad set of communications skills.
Possess Enhanced CCI Product knowledge.
Directs SAMs in Renewal ownership.
Manage and track total revenue of customers in your SAM's assigned base. Develop reporting for Sales Leaders and Care leaders on effectiveness of SAM's in markets.
Set goals and monitor customer Quarterly business reviews for SAMs, work in concert with Sales Directors.
Meet frequently with Cross functional leaders to insure total customer satisfaction is met.
Directs and mentors Strategic Account Managers, conducts regular reviews with direct reports.
Ensures that training is provided in a way that supports the highest standards of customer support.? Coordinates training requirements.
Motivates employees through shared goals, recognition, clear communications, and prompt response to employee requests.
Stays abreast of technology and trends in the industry, sales and service, through information gained from reference books, trade journals, videos, and seminars.
Performs miscellaneous duties as assigned by up-line VP.
Reports to work on time and maintains a satisfactory attendance record.
Customer facing, presence in local markets when needed.
Focused on total customer experience.
Ability to work and function in a fast-paced environment with multiple priorities while handling internal and external customer needs.
Promotes a personalized customer experience, based on the needs of the customer.
Reports to work on time and maintains a satisfactory attendance record.
Some Travel required
Qualifications
4-year degree in business, marketing, sales or the equivalent in experience.? MBA preferred.
5 years' sales/customer service experience.
3 years' managerial experience.
2-3 years of communications industry experience.
Excellent verbal and written communication skills and interpersonal skills.
Computer proficiency.
Valid state driver's license and a satisfactory driving record.
Physical Demands: Physical demands are minimal and consistent with the performance of routine clerical duties in an office setting. Most of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Movement is required in the use of office equipment, supply locations, files, and other work locations and meeting rooms. Limited physical activity is required to file, maintain office supplies and materials and maintain office equipment.
Benefits Offered
We are proud to offer a comprehensive and competitive benefits package:
401(k) matching
Medical, Rx, Dental and Vision insurance
Disability insurance
Flexible spending account
Health savings account
Life insurance
Tuition reimbursement
Paid vacation and personal days
Paid holidays
Employee Assistance Program
Annual bonus program to eligible employee's based upon organization performance
Salary
Pay range (commensurate with skills and experience): $100,000 - $150,000
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.
Consolidated Communications Enterprise Services, Inc. is an AA/EEO/Veterans/Disabled Employer.
