Account Manager 3

About the role

The Business Success Team is composed of Account Managers who are well versed in Managed IT and Cybersecurity, and whose purpose is to assist customers in getting the most value out of the services provided by Convergence Networks (CN).

Responsibilities

• Serves as the primary point of contact for all customer requests, needs, correspondence, escalations, etc.
• Primary advocate within internal CN stakeholder groups to drive tangible outcomes
• Responsible for managing customer communications internally with respective CN Teams
• Responsible for the coordination of all customer interactions (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal CN Teams
• Oversee the transition from deployment to Steady State and establishes cadence/operating rhythm for new customers
• Drives customer adoption/engagement of current and additional services provided by CN
• Responsible for completing Account Mapping Template and creating/maintaining relationships with key Decision Makers, Champions and Influencers
• Responsible for retention conversations to ensure customers are on target for contract renewals
• Responsible for risk identification and mitigation related to potential customer churn (Playbooks, Churn War Room, etc.)
• Works closely with customers to position, educate, and drive potential growth opportunities for additional CN Service offerings
• Works directly with Convergence Networks Executive Leadership Team to strategically align and coordinate support for CN's largest accounts
• Creates, organizes, and shepherds customer value discussions with the customer quarterly independently and without oversight from CN’s Leadership Team
• Able to communicate CN product/service landscape and can effectively move from one team to another to obtain answers and resolve issues independently
• Able to articulate CN's offerings, benefits, SOPs and deliverables without hesitation or the oversight of the CN Leadership Team
• Able to negotiate pricing, navigate value conversations, and handle objections from customers without oversite of the BS Leadership Team/Engagement Coaches

Qualifications

• 5+ years of client services, IT and cyber security background
• Extensive experience managing large, complex accounts with multiple LOB’s and stakeholders
• Able to operate independently with minimal support from leadership
• Able to identify the buying landscape within customer environments and maintain relationships with critical decision makers
• Superior organizational skills and ability to adapt to quickly evolving environments
• Excellent written and verbal communication skills
• Promotes team culture by independently demonstrating abilities that solve organizational problems and drive efficiencies within CS
• Able to define, create, and execute service improvement plans
• Able to provide advanced feedback and technical requirements for process maturity
• Can create, adhere to, and help influence standard organizational systems
• Can organize and conduct speaking engagements to internal CN groups without assistance from the CN Leadership Team

Qualifications that would really help set me apart from other applicants

• 5-7 years of hands-on client relationship management experience with a focus in Managed Security Services or Technology
• Security +, Network +, CISSP, and other relevant certifications preferred

Work environment

• Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment (10-50 pounds) if working on-site.
• Position may require hours that exceed normal working hours per day during peak periods; on-call or travel work may include nights or weekends
• Position requires regular contact with others - in meetings, by phone or by email.
• Interactions focus on data collection, problem solving, needs analysis and technical training development. Interactions are initiated in person or electronically.
• Position may require some travel to Convergence or client sites.

Why should you work here?

• Culture of unity, transparency, and trust. Our leadership team wants you to be successful at Convergence, and we will do anything we can to support your personal and professional growth.
• Group benefits plans including medical, dental, vision, and 401k.
• Education and certification reimbursement is also available so we can help you grow.
• We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
• Outstanding teammates. We’re very selective to make sure we have the best staff available for you to work alongside!
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as kick back and have some fun (families are oftentimes included as well).

Perfect fit...

If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodations are available upon request for candidates taking part in all stages of the selection process.