Retail Account Manager (Chicago)

About the role

Zentro is one of the largest independent internet service providers focused exclusively on multi-dwelling units (MDUs) in the United States. Following our recent merger with BAI Connect, Zentro now serves over 100,000 subscribers across key markets including Chicago, Los Angeles, and Detroit. We specialize in delivering bulk internet and managed Wi-Fi solutions purpose-built for apartment communities, high-rises, and mixed-use developments. Our fully owned network infrastructure, resident-first support model, and tailored technology stack enable us to offer a refreshingly different alternative to legacy providers - one rooted in simplicity, reliability, and satisfaction.

Essential Duties and Responsibilities

• Client Relationship Management: Manage sales objectives to achieve or exceed sales targets. Identify new sales opportunities and increase penetration rates throughout the retail portfolio. Establish and nurture strong relationships with property managers and property owners, serving as a trusted advisor and resource for telecommunication and entertainment needs. Responsible for identifying new property interest for network installation, upgrades, and conversions. Coordinate with internal teams such as Marketing, Field Operations, and Support to ensure client needs are met. Monitor retail market trends, competitor research and offers to recommend sales strategies.
• Issue Resolution: Act as the primary point of contact for property managers to address and resolve any service-related requests promptly and effectively, ensuring an elevated level of customer satisfaction.
• Property Visits: Regularly visit high-value properties to assess service quality, gather feedback, and strengthen client relationships. Educate partners and prospects on Zentro internet benefits and differentiators. Become the preferred ISP within portfolio by fostering relationships with partners. Organize and participate in retail events, building launches, and training sessions to boost brand awareness and sales. Ensure marketing material is up to date and gain partners to drive new customer sales. Leverage the relationship to increase brand recognition with existing customer bases.
• Communication: Maintain clear and consistent communication with property managers to keep them informed of updates, promotions, and new services that may benefit their properties. Research, manage simultaneous communication internally and externally to resolve incidents.
• Reporting: Prepare regular reports on client engagement, issue resolution to provide insights for strategic decision-making. Maintain detailed notes on communication and marketing efforts in CRM. Aid partners with account access, portal navigation, invoice review, and billing adjustments. Market Research (occupancy, demographics, competitors offer, etc.) needed to effectively market and target customers at assigned properties. Identify opportunities for a competitive sales approach and make recommendations. Drive sales to increased month over month productivity and positively. Use CRM data and performance metrics to improve service and encourage long-term relationships. Primarily responsible for keeping partner contact information updated within the CRM.

Qualifications

• Bachelor's degree in Business, Marketing, or a related field (preferred).
• Proven experience in account management, preferably in the telecommunications or property management industry.
• Strong communication, negotiation, and interpersonal skills.
• Ability to work independently and as part of a team.
• Exceptional problem-solving skills and the ability to handle challenging situations with professionalism.
• Willingness to travel up to 75% within the region.
• Proficiency in Microsoft Office Suite.

Benefits

• $53k-$60k annually + variable performance incentives
• Health, Dental, and Vision benefits; paid vacation, sick leave, and holidays
• This is a hybrid work position