Manager, Network Account Management

Summary

The Manager, Network Account Management will lead a team of Account Managers responsible for our managed network customer base. The team is focused on identifying upsell opportunities for managed network and voice, renewing revenue, and minimizing churn. The Manager will work closely with each Account Manager to ensure we are meeting the ongoing needs of our customers and meeting department goals.

Essential Duties and Responsibilities

• New Hire On-boarding
  1. Put together a training plan for each new hire’s first three months, schedule recurring training sessions with new AM to answer questions, track progress and strategize on goals, shadow 5 customer calls and complete checklist for each, complete 30/60/90-day reviews.
• Training Documentation / Process Improvement
  1. Identify areas where team will benefit from additional training and coordinate appropriate resources to run training, work with Sales Enablement Manager to identify processes that need documentation and processes that can be improved.
• Recurring Tasks
  1. Hold a weekly 1-1 with each AM and use shared tracker to document discussion topics and action items, hold a weekly team meeting with an agenda and follow-up notes summarizing topics, weekly management of sales & renewal funnels; each opportunity is to be updated weekly with action taken from the prior week and clear next steps with defined timeline, report weekly to VP on call activity per AM.
• Attend Customer Meetings
  1. Join quarterly calls/meetings with each account billing over $10,000/month and top 20 accounts per AM and top partners, act as point of escalation for customers requesting to speak with a manager, attend sales & renewal meetings, attend at minimum 2 in-person meetings per AM annually and complete checklist. All Manager communication is to be tracked as an Activity in Salesforce.
• Marketing Campaigns
  1. Work with Sales Enablement Manager to design and execute campaigns to generate new network and voice revenue.
• Jeopardy / Disconnecting Accounts
  1. Identify accounts in jeopardy of leaving and track using SWAT, join weekly SWAT call with Momentum leadership, accurately forecast revenue loss, speak with all customers who state they are disconnecting to understand why they are leaving, and attempt to save.
• Renewal Approvals
  1. Review all renewal proposals with the AM before pricing is presented to the customer, strategize on plan to present, identify signature process, and prepare to overcome potential objections.
• Office Travel
  1. Travel to Momentum offices as requested.

Are you a fit?

• Ability to manage multiple tasks
• Ability to thrive in a fast-paced environment
• Stays calm during stressful situations
• Highly motivated and results-oriented
• Ability to motivate others to achieve team goals
• Plans and carries out responsibilities with minimal direction
• Focus on providing a superior customer experience
• Extremely detail-oriented
• Must have the ability to use a computer, associated software products (i.e., Microsoft Word, Excel, PowerPoint, Outlook) and the Internet
• Power user of Salesfroce.com
• Demonstrated history of developing relationships with C -level professionals
• Documented experience exceeding sales quotas
• Excellent communication skills including written communication, speaking and presentation development, and delivery
• Travel expected to be 20%
• Ability to work daily 8:30am-5:00pm and be available after hours for customer meetings/events and escalations.

Other

Employee must be available to work overtime as required, be able to travel for conferences, seminars, and other off-site functions and must adhere to Company policies and procedures. Regular attendance is essential (i.e., is consistently at work and on time).

This job description is not intended to be all-inclusive, and the employee will also be required to perform other reasonably related duties and tasks, in accordance with business needs, as assigned by the immediate supervisor and other management personnel.