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Momentum · 2 months ago

Manager, Wholesale Account Management

Knoxville, TN

Full-time

Onsite

Mid, Senior Level

3+ years exp

Momentum is seeking a Manager of Wholesale Account Management to lead a team of Account Managers focused on relationship development and achieving financial goals within the reseller account base. The role involves regular communication with customers to ensure the delivery of solutions that meet expectations and managing account strategies to overcome challenges.

AnalyticsCloud Data ServicesCollaborationIntellectual PropertyMobile AppsReal EstateService IndustryTelecommunicationsUnified Communications

Responsibilities

Annual in-person business review meeting with each Top 25 account, oversee completion of action items from each meeting

Attend 5 in-person meetings annually with each Account Manager, use in-person meeting checklist to provide feedback to AM following each meeting

Live contact each quarter with all accounts billing over $1,000/month

Analyze performance to budget and create plans for high growth and underperforming accounts

Lead customer communication for accounts requesting/needing escalation above Account Manager. Assist with internal leadership communication to overcome challenges Account Managers are facing

Schedule recurring weekly 1-1 with each Account Manager to discuss account strategy, upcoming renewals, jeopardy accounts, monthly calls/Activities, escalations and any other items Account Manager may need assistance with. Track all discussion topics and action items with weekly updates through closure in a spreadsheet tracker

Work with Account Managers for early identification of red flags for accounts in jeopardy of leaving, use SWAT process to manage these accounts

Keep track of account contract end dates, discuss strategy for each account with Account Manager and ensure timely conversation with customers

Design training plan for new hire employment with 30/60/90 day goals and reviews, schedule recurring meetings with new hire for first 90 days to track progress and closely discuss customer requests and strategy, regularly join customer calls over first six months and shadow first five in-person customer meetings to take place within first six months of employment

Perform other duties as assigned

Qualification

CCaaS/UCaaS experienceAccount ManagementManagement experienceSalesforce.comCommunicationProblem solvingOrganizational skillsDetail orientedMotivational skills

Required

Bachelor's Degree (preferred)

3yrs in the CCaaS/UCaaS working with Wholesale accounts

2yrs management experience with an Account Management team

Very organized, highly skilled at multi-tasking, thrives in a fast-paced environment

Remain focused and calm during stressful situations

Meet all deadlines for yourself & ensure each Account Manager does the same

Ability to motivate others to consistently achieve team goals

Plans and carries out responsibilities with minimal direction and provides updates to internal stakeholders along the way

Excel at problem solving with a focus on providing a superior customer experience

Extremely detail oriented

Must have the ability to use a computer, associated software products (i.e. Microsoft Word, Excel, PowerPoint, Outlook) and the Internet; experience using Salesforce.com is preferred

Clearly communicate expectations and requirements to team and address in a timely manner all performance concerns

Demonstrated history of developing relationships with C -level professionals

Excellent communication skills including written communication, speaking and presentation development and delivery

Ability to accommodate 20% travel

Attendance is essential, employee must be setup in office daily from 8am – 5pm and always reachable during those hours