Account Manager — Plano, TX

Location: Plano, TX

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Position Summary

 The Account Manager (AM) will play an integral role in the SpectrumVoIP Customer Lifecycle. The AM “owns” the customer experience. AM is responsible for all aspects of relationship management including to Care for, Grow, and Retain our customer base. Must react with a sense of urgency to a wide variety of critical customer requests, including to add, move, or change services, to offer feature explanations, Stratus Web Portal training, and or other varied customer needs and requests as they arise. The AM is responsible to manage an assigned base of accounts proactively and reactively such that each customer is willing to recommit to SpectrumVoIP when their initial contract term expires. This position is in Plano, TX. and reports to the Vice President of Sales. 

SpectrumVoIP is a privately-owned company founded in 2004, now grown to be the largest Cloud Hosted VoIP service provider in Texas. We deliver state-of-the-art cloud-based phone service with the distinct advantage of one flat rate, unlimited features, no additional charge package, where other providers specialize in creative revenue generation i.e. nickel and diming customers. Our solutions include Cloud VoIP, Call Center & Reporting, Texting, & Mobile Solutions. 

 AM Essential Job Functions: (Travel on rare occasion) 

CARE
  •  Nurture customer relationships, serve as primary escalation point and product trainer
  • Maintain & Communicate SpectrumVoIP capabilities in context of “Making a Difference” for our customers
  • Collaborates with Sales, Finance, and Operations, Serve as customer’s advocate
  • Protect customer’s information, ensure confidentiality
  • Regularly check in with customer’s, build affinity 
GROW
  • Grow account base revenue by adding services and locations and minimizing customer churn 
  • Effectively communicates SpectrumVoIP additional capabilities 
  • Continuously present varied offerings, initiating & delivering proposed solutions 
  • Partner with Marketing on customer outreach / upsell / campaign communications 
RETAIN
  • Minimize churn by monitoring and responding to port out requests & Contract Buyout inquiries 
  • Proactively help to resolve chronic issues that may lead to churn 
  • Effectively communicates and executes SpectrumVoIP Renewal Options 
  • Includes options for “Technology Upgrade” and Remain in place term contract (no changes) 
Minimum Qualifications 
  • Bachelor’s Degree in Business Administration or related field (preferred) 
  • Minimum 3-5 years of Account Manager or Client Services experience preferred 
  • Skillful negotiator and experience with conflict resolution. 
  • Ability to efficiently organize work and manage time to meet deadlines 
  • Skillful user of standard office productivity apps such as Salesforse.com, MS Word, Teams, Excel 
  • Proven ability to exercise independent judgment and discretion in matters of significance.