Account Relations Manager (#2461)
Job Description
Account Relations Manager
Location: Hybrid - Chicago, IL
As an Account Relations Manager, you'll be responsible for driving revenue growth within our existing customer base through renewals, expansion opportunities, customer retention and strategic account development. This quota-based role combines account management, customer success and business development disciplines to maximize customer lifetime value while ensuring customers achieve measurable business outcomes through their partnership with us.
Responsibilities:
Revenue Growth & Customer Retention
Own customer revenue growth, retention, renewal performance, and expansion opportunities across an assigned portfolio of existing accounts.
Consistently achieve assigned quota objectives through renewals, upselling, cross-selling, and strategic account development.
Develop and execute account plans that define customer objectives, relationship maps, renewal strategies, expansion opportunities, and revenue targets to increase recurring revenue and maximize customer lifetime value.
Build and maintain a pipeline of renewal and expansion opportunities to support attainment of assigned revenue targets.
Excellent Communication Skills
Must be able to articulate the status of telecommunications and cloud products and services, demonstrating how they meet both current and future customer needs.
Effectively communicate the business value, ROI, and strategic benefits of our solutions to stakeholders at all levels of the customer organization.
Customer Engagement
Build trusted advisor relationships with key decision-makers and executive stakeholders at multiple levels of assigned accounts to identify customer needs, growth goals, retention risks, and expansion opportunities.
Solution Design
Partner with Account Executives, Sales Engineering, Operations, Product Management, and Customer Care to tailor solutions, execute customer growth opportunities, ensure successful delivery, and resolve customer concerns promptly.
Solution Presentations
Deliver compelling solution demonstrations and presentations to existing clients, showcasing the benefits and capabilities of our telecommunications and cloud solutions.
Lead regular business reviews and strategic planning sessions to align our solutions and technology roadmaps with customer business objectives, growth plans, and measurable outcomes.
Market Research
Stay up to date with industry trends, competitors, and emerging technologies within our markets, sharing insights with the team to drive innovation.
Utilize market intelligence to identify opportunities for customers to adopt additional products and services that improve business performance.
Voice of the Customer
Gather feedback from customers and communicate it to the product development and support teams to contribute to product improvements, enhancements, and company competitiveness.
Serve as the internal advocate for the customer by communicating strategic priorities, business challenges, and service improvement opportunities across the organization.
Renewal & Retention Management
Own the customer renewal process from forecasting through contract execution, maintaining visibility into contract anniversaries, upcoming renewals, account health indicators, and associated revenue risks.
Develop and execute proactive renewal and retention strategies that address churn risks, preserve customer relationships, maximize retention, and achieve accretive revenue growth.
Customer Success & Account Health
Monitor customer satisfaction, account health, service adoption, and churn indicators to identify and act on retention and expansion opportunities.
Drive customer success outcomes that increase customer loyalty, strengthen retention, and create new revenue opportunities.
Requirements:
Must have at least 5 years of experience in a Telecommunications Account Management, Sales, or Retention role.
Expert product knowledge of telecommunications technologies, including Ethernet, Dedicated Internet, Broadband, Voice and Cloud Computing.
Experience selling to and/or servicing Telecommunications services to SMB and Enterprise accounts. Most importantly, the successful candidate will have a passion for bringing technology solutions to existing customers and delighting customers in daily interactions.
Excellent communication and presentation skills.
Customer-focused mindset and a passion for solving customer challenges.
Ability to work independently and as part of a team in a fast-paced environment.
Willingness to travel as needed to meet with customers.Strong problem-solving skills and attention to detail.
Preferred Requirements:
Bachelor's degree (or equivalent business experience)
Benefits:
401k matching
Dental Insurance
Health Insurance
Life Insurance
Vision Insurance
Business expense reimbursement
Mileage reimbursement
Paid time off
