Note: The job is a remote job and is open to candidates in USA. Mac Mountain LLC invests in fiber broadband networks and builds partnerships with municipalities, co-ops, developers, homebuilders, and regional ISPs. The Enterprise Account Manager owns post-sale relationships with high-value enterprise accounts, leading onboarding, service escalations, renewals, retention, contract administration, collections, reporting, and process development.
Responsibilities
- Serve as the primary post-sale point of contact for enterprise accounts following handoff from sales, managing and growing those relationships over the life of the contract
- Lead introductions, onboarding meetings, and ongoing business reviews for VIP and highest-MRR accounts, coordinating executive and technical participation as needed
- Provide a white-glove standard of service to top-tier accounts — anticipating needs, closing loops, and making sure nothing falls between departments
- Maintain local and regional relationships in the markets we serve, including municipal officials, anchor institutions, and community stakeholders tied to enterprise service
- Handle enterprise support escalations end to end, coordinating with network engineering, operations, and billing until resolution
- Own the enterprise service agreement audit: inventory active contracts, identify gaps, expirations, and non-standard terms, and establish the priority tiers for remediation
- Lead legacy contractual cleanup in coordination with the sales and legal teams, bringing inherited and acquired accounts onto current agreement standards
- Maintain accurate enterprise contact records across B/OSS and CRM systems, including resolving failed or undeliverable customer communications
- Own paperwork follow-through on all account changes — service orders, amendments, upgrades, downgrades, and disconnects — ensuring documentation and systems of record stay in sync
- Run the enterprise renewal calendar on a quarterly cadence, engaging accounts well ahead of expiration and driving renewals to signature
- Build and operate the enterprise retention process, including at-risk account identification, save offers, and structured win-back outreach
- Manage the disconnect and collections process for enterprise accounts, coordinating with finance on past-due balances, payment plans, and escalation paths
- Administer cancellations and early termination fees, including ETF calculation, customer communication, and exception handling
- Manage pricing changes and rate adjustments for enterprise accounts, including copper-to-fiber transitions and legacy rate migrations, with clear customer messaging and internal coordination
- Identify upsell and expansion opportunities within the existing base — bandwidth upgrades, additional locations, and added services — and document outcomes accurately in B/OSS and CRM
- Document and continuously improve enterprise account management workflows, templates, and knowledge base content so the function is repeatable as it grows
- Report on account health, renewal pipeline, churn, and enterprise MRR to leadership on a regular cadence, flagging risks early
- Scale enterprise account support across Mac Mountain's portfolio of fiber broadband brands and markets, adapting processes to each network's systems and customer base
Skills
- Experience in B2B account management, customer success, or a similar post-sale role
- Comfort with contracts and commercial documents — reading them closely, tracking terms and dates, and knowing when to bring in legal
- Strong organizational and administrative skills — you love dotting the i's and crossing the t's
- A service-first mentality with the ability to manage multiple enterprise relationships simultaneously
- Excellent written and verbal communication skills, including comfort handling billing, pricing, and cancellation conversations with municipal and enterprise clients
- Working proficiency with CRM and billing/OSS platforms, and the discipline to keep records clean
- Ability to work cross-functionally with sales, marketing, finance, and operations teams
- Self-direction in a role where processes are still being built, with the judgment to know what to standardize and what to escalate
- While performing the duties of this job, the employee is regularly required to sit for long periods of time
- From time to time, completing required job functions may require travel
- Background in telecommunications, broadband, ISP, or another infrastructure-services industry
- Experience supporting municipal, co-op, education, healthcare, or other public-sector accounts
- Familiarity with enterprise connectivity products and terminology (dedicated internet access, transport, SLAs, voice services)
- Experience with contract remediation, billing audits, or collections
Benefits
- Benefits package including health insurance, paid time off, and retirement plan options (as applicable)
- Flexible remote work arrangement
Company Overview