Strategic Account Manager

About the role

The Strategic Account Manager serves as the primary relationship owner for key enterprise and strategic accounts, ensuring an exceptional customer experience while driving long-term revenue growth and retention.

Responsibilities

• Serve as the primary point of contact and trusted advisor for assigned strategic and high-value customer accounts.
• Develop and execute comprehensive account strategies focused on customer retention, revenue growth, and long-term partnership development.
• Build and maintain strong relationships with executive stakeholders, decision-makers, and operational contacts within customer organizations.
• Lead regular business reviews with customers, presenting service performance metrics, growth opportunities, and strategic recommendations.
• Identify and drive upsell, cross-sell, renewal, and expansion opportunities within existing accounts.
• Partner with customers to understand business objectives and align company solutions to support operational and financial goals.
• Develop solution-based proposals, pricing models, and ROI-driven recommendations tailored to customer needs.
• Maintain a healthy sales pipeline and consistently achieve assigned revenue and retention targets.
• Coordinate closely with Sales Engineering, Operations, Service Delivery, Billing, Customer Support, and Leadership teams to ensure a seamless customer experience from onboarding through ongoing support.
• Advocate internally for customer needs while balancing operational capabilities and business priorities.
• Proactively address customer concerns, service issues, and escalations to drive timely resolution and maintain customer confidence.
• Monitor account health, usage trends, contract milestones, and renewal timelines to reduce churn risk and maximize customer satisfaction.
• Maintain accurate customer records, account activity, forecasting, and pipeline management within CRM platforms.
• Analyze customer usage, market conditions, and industry trends to identify new opportunities and competitive risks.
• Support marketing and product development initiatives by gathering customer feedback and market insights.

Requirements

• Bachelor’s degree in Business, Telecommunications, Marketing, or a related field; equivalent experience may be considered.
• Minimum 5 years of strategic account management, enterprise sales, or B2B relationship management experience, preferably within telecommunications, fiber broadband, technology, or managed services industries.
• Proven success managing complex customer relationships and growing revenue within existing accounts.
• Strong consultative selling, negotiation, and presentation skills with the ability to influence stakeholders at all organizational levels.
• Experience managing large or strategic commercial accounts with multiple decision-makers and long sales cycles.
• Strong analytical and problem-solving skills with the ability to interpret business data and develop actionable recommendations.
• Excellent organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• Proficiency with CRM platforms (Salesforce preferred) and Microsoft Office Suite, particularly Excel and PowerPoint.
• Valid driver’s license with the ability to travel throughout assigned markets as needed.

Preferred Qualifications

• Experience supporting enterprise, government, education, healthcare, carrier, or municipal accounts.
• Knowledge of fiber-optic technologies, Ethernet services, SD-WAN, Wi-Fi solutions, VoIP, and managed services.
• Familiarity with FTTH, enterprise fiber deployments, and telecommunications service delivery processes.
• Understanding of networking fundamentals including TCP/IP, routing, switching, and WAN technologies.
• Experience working within a high-growth telecommunications or fiber organization.