This is a remote position.
Position Title: Account Manager, Commercial
$45,000 to $60,000 annually DOE, plus target commission of $20,000
Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.
At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team members who can help us grow and realize our goals.
We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences.
We emphasize our values in all our interactions:
Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention.
Empowering You: We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers.
Innovation and Improvement: We always look for ways to make the experiences of our customers – and each other – better.
Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a corporation.
Job Summary
As a Commercial Enterprise Account Manager, you will be responsible for going above and beyond for major accounts by maintaining and developing strategic professional relationships while delivering white-glove support to our Enterprise-tier customers. The Account Manager’s goal will be to provide the Ziply refreshingly great customer experience with detail-oriented analysis and caring attention to any customer concern.
Essential Duties and Responsibilities:
The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.
- Analyze requests from Enterprise customers, Account Executives, referrals (which could include agents and/or vendors) regarding questions and respond ASAP with acknowledgement.
- Professionally handle Avaya transferred calls to the Enterprise team, email communication, and other incoming calls for assigned accounts.
- Address all customer inquiries, operating as the lead point of contact for all matters specific to your assigned customer accounts.
- Develop and maintain trusting, strategic, long-term relationships with key stakeholders.
- Maintain accurate account records by thoroughly reviewing and correcting customer information, account products/services, and billing adjustments.
- Negotiate renewal contracts and close opportunities in Salesforce to maximize retention of revenue.
- Create Salesforce orders for move, add, change, and disconnect type requests for existing customers.
- Record detailed documentation via organized management of cases in Salesforce for all customer interactions and follow-up.
- Accurately interpret and explain billing statements to customers.
- Assist with collection efforts on delinquent accounts.
- Build customer relationships by providing quality service to inbound assigned accounts.
- Provide up to date product and service information (CSRs) for authorized requests.
- Ensure the timely and successful delivery of solutions according to customer needs and objectives, issuing escalations as needed.
- Provide inbound call / teams assistance in support of cross functional teams.
- Conduct post-install first bill reviews on assigned accounts to ensure accurate billing and customer satisfaction.
- Conduct quarterly account reviews if requested by the customer or Sales team.
- Must be available to work regular business hours Pacific Standard Time.
- Performs other duties as required to support the business and evolving organization.
Qualifications:
- A Bachelor’s degree or equivalent combination of education and experience is required.
- Minimum of four (4) plus years of customer support experience required.
- Minimum of two (2) years of experience providing detailed analysis and support of large corporate accounts.
- Experience in SIP, Hosted Voice/VOIP/PBX, Fiber Internet, Ethernet Access circuits, TDM/SONET networks technology and protocols preferred.
- Familiar with contract language and terms including early termination liabilities preferred.
- Proven ability to juggle multiple complex customer inquiries/projects at a time, while maintaining sharp attention to detail.
- Preferred knowledge with the following systems: Oracle M6, Legasuite/AS400 billing systems (DPI) Salesforce (or other CRM), Workflow Manager and online customer billing portals.
- Exhibit technical proficiency with computers and basic networking.
- Must have an intermediate working knowledge of the Microsoft Office suite of products Outlook, Excel, and Word.
- Must present a clean and professional appearance for virtual meetings.
- Excellent written and verbal communication skills across all levels of the business (team members, peers & senior management).
Knowledge, Skills, and Abilities:
- Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.
- Strong verbal and written communication, attention to detail and organizational skills.
- Ability to work within critical deadlines.
- Ability to multi-task.
- A team player, able to collaborate effectively with others.
- Ability to provide excellent customer service.
- Effective conflict resolution skills.
Work Authorization
Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of the time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment
Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.
At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.
Diverse Workforce / EEO:
Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.
Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.
Ziply Fiber is a drug free workplace.
