What are the responsibilities and job description for the Account Manager position at Boingo Wireless, Inc.?
Account Manager
Boingo simplifies complex wireless challenges to connect people, businesses, and things. For over , Boingo has been leading the way, pioneering first after first. No matter what wireless technology comes next, Boingo will be there.
The AM is responsible for relationship management and ongoing business discussions with large venues where Boingo has existing wireless business, including Wi-Fi, DAS, small cells, private networks and towers. Our venues span all verticals - from airports to major transportation hubs, hotels, music & event venues, college and professional sports arenas, commercial real estate, healthcare facilities and more. The AM engages with new venues from the signing of the contract, overseeing the implementation phase, understanding customer expectations and contract requirements, and aligning them with the internal cross functional Boingo teams.
As a key member of the venue management team, you represent both the voice of your customer and the voice of Boingo. You own the customer relationship, act as a key contractual liaison, drive client success and overall relationship management for your assigned venue accounts. Success in this role requires the ability to work across multiple business units to mitigate risk, identify solutions and ensure projects remain on schedule while meeting customers' expectations. This includes traveling to customer locations, face-to-face meetings, providing feedback, forecasting, and interacting regularly throughout our complex wireless projects.
Responsibilities
- Own the relationship between Boingo and your assigned set of venue accounts.
- Develop highly effective relationships through effective and timely communication, ensuring expectations are understood and achieved.
- Create annual strategic account plans, documenting each venue's organization, key stakeholders and communication matrix, action plans, key contractual business terms, and account growth and expansion opportunities.
- Manage a pipeline of renewals or extensions and seek opportunities for growth or expansion.
- Sustaining business growth and profitability by maximizing value
- Analyzing customer data to improve customer experience
- Holding product demonstrations for customers
- Establish clear client retention goals
- Assist customers with setting up and navigating Boingo Insights and dashboards while promoting the value of the product and services we offer
- Gather customer feedback and provide updates to Boingo Products team
- Monitor networks incidents and ensure timely resolution and communication to customers
- Gather business and technical requirements necessary to build and expand Boingo solutions, and route to appropriate internal group(s).
- Assist with venue budgeting and investment justification as needed
- Facilitate projects as they transition through the project lifecycle
- Identify and communicate risks to AM leadership
- Track and influence consultant involvement and RFP development and response efforts
- Participate in venue revenue forecasts and identify opportunities to grow venue revenue, including through renewals and additional products
Requirements
- 2 - 4 years' proven work experience as an Account Manager or similar role in the technology, telecom or commercial real estate markets, with proven record of supporting high value accounts
- Ability to manage multiple projects and relationships simultaneously to successful completion
- Professional and articulate, comfortable communicating with executive level customers
- Critical thinker who has a record of responding quickly, thoughtfully addressing customer feedback, and deescalating tense situations
- Possess excellent organizational skills, strong attention to detail and self-management driven by results
- Exceptional ability to communicate and foster positive business relationships
- Accountability and personal organization are essential
- Proficient in presentation skills, Salesforce, MS Excel, MS PowerPoint, MS Word
- Excellent oral and written communication skills
- Demonstrated history of achieving or exceeding sales goals
- Direct experience with networking, wireless technologies and/or the telecommunication industry preferred
- Experience with major cellular carriers is a plus
- Bachelor's degree preferred
- Ability and willingness to travel throughout the South/Southeast region of the United States
Meet Boingo
Boingo Wireless, Inc. helps the world stay connected. Our vast footprint of Wi-Fi and cellular networks reaches more than a billion consumers annually. From airports and stadiums to universities and military bases, Boingo helps folks stay connected to the people and things they love.
Our team is creative, collaborative, and on the leading edge of technology. There is no doubt the "secret sauce" to Boingo's success is our incredible team and culture. We take pride in having fun and staying healthy. There's also an incredible benefits package including health, dental, vision, 401(k) match, unlimited vacation, 12 weeks paid parental leave, and more!
Boingo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, disability or veteran status.
Boingo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.