Channel Account Specialist

About the role

Pilot is a modern connectivity company based in New York City. We deliver fiber-optic internet and network services to businesses with no contracts, backed by a 100% uptime guarantee and 24/7 proactive support. We're a passionate, close-knit team that believes businesses have more important things to worry about than their internet connection. Our top priority is enabling extraordinary work across all industries with connectivity solutions that are adaptive, agile, and designed with the customer in mind.

Responsibilities

• Respond to daily deal registration, quote, and service order requests from channel partners; providing accurate pricing, serviceability details, creation of partner opportunities, and the processing of orders with attention to detail
• Deliver an exceptional customer experience to our channel partner base through responsive communication, proactive support, and professional service
• Serve as the primary channel team point of contact for the management of Near-Net partner quote requests; including budgetary quoting, feasible study, non-standard pricing, and collaboration with other New Build project stakeholders
• Collaborate cross-functionally with Sales Engineering, Network Engineering, Customer Experience, Service Delivery, and Accounting teams to facilitate partner requests and resolve operational issues
• Create and manage Sales Engineering Request projects generated from partner quote requests
• Distribute On-Net building lists, rate cards, and updated sales collateral to channel partners
• Own partner commission tracking and commission reporting in collaboration with the finance and accounting teams
• Maintain data accuracy within Pilot’s CRM systems and other sales and operational tools
• As required, attend industry trade shows and events as a representative of the channel sales team

Requirements

• 3+ years of experience in sales support, sales operations, account coordination, customer experience, or related role within telecommunications or B2B services
• Experience with Salesforce CRM or similar CRM platforms required; ability to create and maintain accurate data records
• Strong understanding of telecommunications services (DIA, Ethernet, Dark Fiber, Wavelength) is a plus; demonstrated ability to quickly learn technical products and services is a must
• Proven ability to manage multiple priorities and requests simultaneously in a fast-paced environment
• Exceptional organizational skills and attention to detail, particularly when managing quotes, deal registration, service orders, and commissions reporting
• Excellent written and verbal communication skills with the ability to interact professionally with channel partners, customers and cross-functional internal teams
• Self-motivated and able to work independently while knowing when to collaborate and escalate appropriately
• Proficiency in Google Suite (Sheets, Docs, Slides) and Salesforce CRM, with comfort learning new software platforms (e.g., Connectbase)
• Strong problem-solving skills and customer service orientation

Qualifications

• Ability to work in an office environment; ability to lift up to 50lbs on occasion; ability to occasionally stand for extended periods, reach, bend, stoop, and lift
• Ability to travel up to 20% of the time for conferences, industry trade shows, and events if required (estimated 2-4 times per year)

Skills

• Strong communication and interpersonal skills
• Technical knowledge of telecommunications services
• CRM proficiency
• Project management and organization skills

Benefits

• Company-sponsored Medical, Dental, Vision Coverage
• Company-sponsored 401(k)
• Commuter & Wellness Reimbursement
• Competitive PTO

Pay

Base salary of $75,000 - $90,000

Schedule

Full-time