Associate Strategic Account Manager

Description Astound Broadband, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services-and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company. Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you'll stay empowered to do your best work by creating astounding possibilities for local communities and beyond. Position Overview: Astound Broadband is currently searching for an Associate Strategic Account Manager. This position is responsible for the overall customer relationship management and customer satisfaction with the Carrier and Cellular accounts. Develop and execute account strategies for assigned existing customers to ensure Astound is delivering an exceptional customer experience in terms of network, service offering, billing and care. The primary position responsibilities will include, but are not limited to: Work with the Manager, Account Management on account assignments and appropriate work disbursement to effectively meet the goals of the role Be the first point of escalation for the Account Management team for assigned accounts Proactively call assigned customers to coordinate periodic business reviews as defined by customer 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 Maintain regular contact with customers and share new corporate initiatives Astound may be engaged with or new business opportunities/products customer may be interested in 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 Utilize and manage internal resources to efficiently resolve customer questions, billing issues, inquiries, requests, disputes and service audits on the customer's behalf Engage internal stakeholders and coordinate customer interfacing meetings when needed to match customer requirements and Astound capabilities on product, network, billing and/or care Provide periodic updates to leadership detailing best practice on customer experience initiatives needed to guarantee positive outcome for customer and Astound Quarterly and/or periodic travel within footprint Other duties as assigned Our astounding candidate will possess: 2-4 year college degree or equivalent relevant experience required Minimum of 10 years of industry related experience Expert familiarity in reviewing complex legal documents; including master service agreements, service level agreements, and non-disclosure agreements Demonstrated success in telecommunications, including strategic and large business customers, especially Carriers and Cell Carriers 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 Product knowledge of both switched and dedicated services, as well as associated end-user and carrier applications Operational understanding of telecommunications ordering, provisioning, and billing processes Strong ability to communicate at all levels within an organization Strong knowledge of general marketing principle tools and processes Strong skills ne