Associate Strategic Account Manager - RCN Management Corporation

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 necessary for decision making and maintaining customer retention
• Strong interpersonal skills
• Very strong, at minimum intermediate level of Microsoft software including Excel, PowerPoint, Word
• Extremely detailed oriented

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 positions

Base Salary: The base salary range in CA, OR, WA, MA and NY for this position is $75,000 - $97,000, 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. It is specific to CA, OR, WA, MA and NY and may not be applicable to other locations.

Commissions at plan: Targeted commissions at full attainment are twenty-five thousand dollars annually. Our sales total compensation offers the potential for significant upside above targeted earnings for those who overachieve their sales targets.

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Diverse Workforce / EEO:

Astound Broadband is proud to be an Equal Opportunity Employer and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered. Discrimination of any kind has no place here. We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, p regnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other 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.

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf