Sr. Account Manager - BAU

Coral Springs, Florida • Fully remote • Full-time

About the role

As the Senior Account Manager, you will directly support the Director of Account Management and lead a team of Account Managers. Your role is pivotal in ensuring the team delivers the highest level of customer service while professionally representing Blue Stream Fiber. You will build and maintain strong relationships with Property Management and Board Members of Associations within Blue Stream Fiber’s account portfolio. This position involves advanced supervision of accounts to ensure all contractual and business terms are met, identifying opportunities to increase sales penetration, and resolving high-level escalations swiftly and effectively. In addition to supervising Account Managers, you will manage your own accounts.

Responsibilities

• Coach, train, and develop a team of Account Managers.
• Ensure the Account Management Team positively represents Blue Stream Fiber and builds strong relationships with Property Management, Board of Directors, and customers.
• Facilitate strong communication and collaboration between internal departments, including Customer Service, Operations, Legal, Marketing, and Accounting to improve efficiency.
• Maintain a high-level view of service standards and escalate issues as needed.
• Manage escalation trackers for Account Managers and report executive-level escalations to the Director of Account Management.
• Oversee action trackers to ensure completion of pending action items by Account Managers.
• Partner with Account Managers to facilitate the successful turnover of launch properties.
• Manage account referrals and provide the Sales team with new account leads.
• Work with Sales and Business teams to identify potential leads for new construction properties.
• Partner with Account Managers to increase subscriber penetration for retail and bulk accounts.
• Collaborate with Account Managers to host Blue Stream Fiber educational and community events to promote relationship building.
• Support the Director of Account Management with HOA and Community meetings as requested.

Requirements

• Bachelor’s degree (B.S.) and/or a minimum of eight years of related experience.
• Previous leadership and/or coaching experience.
• Cable or telecommunications background, including bulk agreements, preferred.
• Ability to read, write, and speak English; bilingual is a plus.
• Proficient in Microsoft Office, Excel, PowerPoint, and internet/database software.

Skills

• Excellent oral and written communication and listening skills.
• Strong organizational and time management skills.
• Exemplary attendance and punctuality.
• Ability to adapt effectively to changes in work tasks or environment.
• Focuses and guides self and team members in accomplishing work objectives.
• Builds confidence in the organization through effective interactions.
• Customer-focused, developing and sustaining productive relationships.
• Identifies and understands issues, problems, and opportunities; uses effective problem-solving approaches.
• Effectively manages conflict and reduces tension in antagonistic situations.
• Ensures work is completed efficiently and on time.
• Maintains stable performance under pressure or opposition.
• Possesses and maintains technical/professional expertise required for the role.
• Values and includes diverse capabilities, insights, and ideas.
• Sets high standards of performance and takes responsibility for assignments.

Benefits

• Medical, Dental, and Vision insurance.
• Paid Time Off (PTO) and Holidays.
• 401K with company match.
• Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Short-Term and Long-Term Disability.
• Legal Plan Support and Employee Assistance Program (EAP).

About Blue Stream Fiber

Blue Stream Fiber has over 45 years of industry experience, servicing Florida with high-quality internet, TV, and phone products. We pride ourselves on our advanced fiber network, delivering innovative products supported by best-in-class customer service. Our team operates with a clear mission: acting locally with the customer in mind, knowing they could be our neighbor, friend, or even family. We are passionate about ensuring our customers receive reliable services that enrich their lives. Our customer service and technical support teams are based in Coral Springs, Indiantown, Orlando, and Port St. Lucie, ready to assist you.