Manager, Wholesale Account Management

Responsibilities

• Annual in-person business review meeting with each Top 25 account, oversee completion of action items from each meeting
• Attend 5 in-person meetings annually with each Account Manager, use in-person meeting checklist to provide feedback to AM following each meeting
• Live contact each quarter with all accounts billing over $1,000/month
• Analyze performance to budget and create plans for high growth and underperforming accounts
• Lead customer communication for accounts requesting/needing escalation above Account Manager. Assist with internal leadership communication to overcome challenges Account Managers are facing.
• Schedule recurring weekly 1-1 with each Account Manager to discuss account strategy, upcoming renewals, jeopardy accounts, monthly calls/Activities, escalations and any other items Account Manager may need assistance with.
• Track all discussion topics and action items with weekly updates through closure in a spreadsheet tracker.
• Work with Account Managers for early identification of red flags for accounts in jeopardy of leaving, use SWAT process to manage these accounts
• Keep track of account contract end dates, discuss strategy for each account with Account Manager and ensure timely conversation with customers.
• Design training plan for new hire employment with 30/60/90 day goals and reviews, schedule recurring meetings with new hire for first 90 days to track progress and closely discuss customer requests and strategy, regularly join customer calls over first six months and shadow first five in-person customer meetings to take place within first six months of employment.
• Perform other duties as assigned

Qualifications

• Very organized, highly skilled at multi-tasking, thrives in a fast-paced environment
• Remain focused and calm during stressful situations
• Meet all deadlines for yourself & ensure each Account Manager does the same
• Able to motivate others to consistently achieve team goals
• Plans and carries out responsibilities with minimal direction and provides updates to internal stakeholders along the way
• Excel at problem solving with a focus on providing a superior customer experience
• Extremely detail oriented
• Must have the ability to use a computer, associated software products (i.e. Microsoft Word, Excel, PowerPoint, Outlook) and the Internet; experience using Salesforce.com is preferred
• Clearly communicate expectations and requirements to team and address in a timely manner all performance concerns
• Demonstrated history of developing relationships with C -level professionals
• Excellent communication skills including written communication, speaking and presentation development and delivery
• Able to accommodate 20% travel

Requirements

• Bachelor’s Degree (preferred)
• 3yrs in the CCaaS/UCaaS working with Wholesale accounts
• 2yrs management experience with an Account Management team