Note: The job is a remote job and is open to candidates in USA. Blue Stream Fiber is a Florida-based telecommunications provider delivering internet, TV, and phone services through its own advanced fiber network. The Senior Account Manager supports the Director of Account Management, leads a team of Account Managers, manages customer and community relationships, oversees account performance, handles escalations, and identifies opportunities to increase sales penetration.
Responsibilities
- Coach, train, and develop a Team of Account Managers
- Ensure Account Management Team is representing Blue Stream Fiber in a positive manner and building strong relationships with the Property Management, Board of Directors, and customers
- Facilitate strong communication and collaboration between internal departments including Customer Service, Operations, Legal, Marketing and Accounting to improve efficiency
- Maintain a high-level view of service standards and escalate issues accordingly
- Manage escalation trackers of Account Managers and report executive level escalations to the Director of Account Management as needed
- Manage action trackers of Account Managers to ensure completion of pending action items
- Partner with Account Managers to facilitate the successful turnover of launch properties
- Manage account referrals and provide the Sales team new account leads
- Work with Sales and Business teams to identify potential leads for new construction properties
- Partner with Account Managers to increase subscriber penetration for retail and bulk accounts
- Partner with Account Managers to host Blue Stream Fiber educational and community events to promote relationship building
- Support Director of Account Management with HOA and Community meetings as requested
Skills
- Bachelor's degree (B.S.) and/or a minimum of eight years of related experience
- Previous leadership and/or coaching experience
- Ability to read, write and speak the English language
- Ability to organize and prioritize effectively
- Proficient in Microsoft Office, Excel, and Power Point, including Internet, e-mail, and database software as required
- Excellent oral and written communication and listening skills
- Strong organizational and time management skills
- Exemplary Attendance and Punctuality
- Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
- Focuses and guides self and team members in accomplishing work objectives
- Interacts with others in a way that gives them confidence in one's intentions and those of the organization
- Makes customers and their needs a primary focus of one's actions, developing and sustaining productive customer relationships
- Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
- Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
- Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
- Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization
- Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates
- Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations
- Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
- Cable or telecommunications to include bulk agreements background preferred
- Bilingual is a plus
Benefits
- Medical, Dental and Vision
- PTO & Holidays
- 401K + Match
- Life Insurance
- FSA & HSA
- Short Term/Long Term Disability
- Legal Plan Support & EAP
- Fully remote
Company Overview