Enterprise Account Manager

About the role

The Enterprise Account Manager (EAM) serves as the customer advocate and is responsible for the overall satisfaction of the client in every aspect of their communication with Momentum. In this role you will be actively involved in the management, retention, and growth of your base of assigned customers. The EAM is the primary contact for the customer, accountable for managing expectations and acting as an escalation point to facilitate problem resolution. The EAM provides excellent customer service, consultatively ascertains client needs, and presents client intelligence data within Momentum to ensure a high-quality customer experience.

A successful EAM will develop relationships with users, influencers, and decision makers within each organization; have a deep understanding of Momentum products and the Unified Communications industry; and thrive in a fast-paced environment.

Responsibilities

• Customer Retention
  • Meets or exceeds assigned sales and retention objectives by maintaining and upselling the existing customer base
  • Reviews customer requirements, designs presentations, and negotiates contracts to provide recommended solutions
  • Collaborates with internal resources (Support, Implementation, Billing, Engineering) to share information, coordinate sales, and ensure end-to-end customer satisfaction
  • Retains accounts through development of strong relationships with primary and secondary client stakeholders
  • Professionally develops and presents re-term pricing plans and obtains customer signed contract renewals
• Add to Existing/New Sales Opportunities
  • Meets or exceeds assigned sales objectives by upselling the existing customer base
  • Identifies and pursues upselling opportunities through proactive monthly engagement with existing customer base
  • Identifies new sales opportunities and directs them to the organization’s sales division
• Customer Account Information Provider
  • Serves as the primary point-of-contact for communicating general account-related information, including explanation of licenses and services, contract questions, account audits, and general invoice questions
• Escalation Point of Contact
  • As the client advocate, facilitates problem resolution through efficient internal (organization) and external (client) communication relating to implementation, support, training, and billing components
• Support Marketing Activities
  • Supports marketing activities by promoting and reinforcing marketing campaigns, presenting sales and marketing collateral, and attending customer events and industry conferences

Qualifications

• Ability to manage multiple tasks
• Ability to thrive in a fast-paced environment
• Handles stressful situations well
• Highly motivated and results-oriented
• Plans and carries out responsibilities with minimal direction
• Customer service-oriented
• Extremely detail-oriented
• Works well in a team environment
• Proficiency with computers, associated software products (e.g., Microsoft Word, Excel, PowerPoint, Outlook), and the Internet
• Familiarity with Salesforce.com or similar CRM tools is preferred
• Demonstrated history developing relationships with C-level professionals
• Documented experience exceeding sales quotas
• Excellent communication skills, including written communication, speaking, and presentation development and delivery
• Available to work overtime as required
• Able to travel for conferences, seminars, and other off-site functions
• Regular in-office attendance is essential (i.e., consistently at work and on time)

Requirements

• A four-year undergraduate degree is preferred
• 3 years of Account Management experience, managing a designated base of accounts in a technology or solutions-focused industry is required
• Experience working with Enterprise-level customers
• Previous experience in the technology solutions industry is required
• A minimum of three years’ experience in the Unified Communications industry is preferred
• Prior experience with upselling on an existing customer base is required
• Experience working towards a quota goal is required
• Demonstrated history developing relationships with C-level professionals