Customer Account Manager to lead the post-implementation customer relationship, recurring-revenue strategy and customer continuity for specialized carrier portfolios and larger, higher-revenue or more complex accounts.
Responsibilities• Independently own revenue protection, churn management and renewal execution for assigned accounts.
• Develop and execute account and renewal plans using customer health, risk, service inventory, utilization, contract status and upcoming expirations.
• Lead standard and moderately complex renewals, pricing discussions and RFP/RFQ responses for existing recurring revenue.
• Lead customer business reviews and account meetings focused on service performance, priorities, renewal readiness and future needs.
• Forecast churn, identify root causes of risk and coordinate save, replacement, portability or other mitigation actions.
• Apply pricing, credit, ETL, contract and order-type controls independently within established authority and approval thresholds.
• Identify and qualify upsell, cross-sell, replacement and technology-upgrade opportunities in partnership with Sales.
• Coordinate cross-functional customer issues and maintain clear communication until the accountable owner completes resolution.
Experience and minimum requirements• Typically 5+ years of experience in Customer Retention, Account Management, Client Services, Sales or a comparable customer-facing role.
• Digital / communications infrastructure experience preferred.
• Demonstrated experience managing renewals, revenue retention, customer negotiations and contract execution.
• Working knowledge of churn, gross and net revenue retention, renewal rate and discount performance.
• Strong communication, presentation, analytical, organizational, negotiation and project-management skills.
• Ability to manage multiple priorities independently and work effectively across functions.
Estimated Base Salary Range: $75,390 - $107,700 USD / annually.The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.
Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
Benefits, Rewards & Wellness- Excellent Health, Dental & Vision Insurance
- Retirement 401(k) Savings Plan
- Generous paid time off policy including paid parental leave
