Account Manager

For over 25 years, Telesystem has been empowering businesses across the country with a range of innovative network, communication and collaboration solutions designed to address the business-specific needs of each customer, such as SD-WAN, Managed WiFi, Hosted VoIP, Managed Security, Dedicated Internet, and Unified Communications. Guided by strategic partnerships and a customer-centric mission, these customized solutions are backed with white-glove implementation and 24/7 US-based support.

Telesystem currently delivers enterprise collaboration solutions and networking services to businesses in 45 states, DC and four foreign countries. Our customers include hospitals, universities, local public and private school districts, banks, multi-location retail establishments and regional government offices, to name a few.

Job Title: Account Manager

Department: Sales

Job Summary:
The Account Manager’s primary responsibilities are to renew existing customers.
Account Manager is responsible to mitigate churn and provide advocacy internally on behalf of the client.
The base of accounts being comprised of those customers who bill in excess of $1000 or more per month,
numbering roughly 300 accounts assigned per Account Manager.
The Account Manager is primarily an inside Sales position with Management approved travel the exception.

The Account Manager will be responsible for two Key Performance Indicators 1.) proactive contacts to the
assigned base which will be defined by revenue increment 2.) maintaining and preferably increasing the
Monthly Revenue Baseline on the assigned base
There are no direct reports to this position.

Essential Job Functions
The Account Manager is accountable for but not limited to:
Referring upsell opportunities within existing base of accounts to Account Executives or Channel Managers
by identifying critical client needs for relevant products and services
Acquiring relevant contact names, email addresses and preferred means of engagement within the account
base and memorialize in the appropriate data repositories
Conducting social media touches to their customer base
Conducting traditional calling campaigns for engagement purposes
Managing customer service considerations, including but not limited to maintenance/trouble activity, MACD
entry/completion, billing inquiries, and contract related material, through clear communication between
account management and other LSI staff as defined above (advocacy).
Renewing current accounts for 1, 3 or 5 year periods to maintain your respective monthly revenue baseline
and reduce attrition
Providing solutions to our customers that help their productivity and improve customer loyalty through a gap
analysis of current services and those offered by Telesystem
Generating accurate and complete sales reports relevant to the needs of the Director of Sales, VP of
Channel Sales and EVP;
Promoting the benefits of Telesystem products and services through social media and other engagement
means- general knowledge
Maintaining accurate and timely orders, qualifications and any necessary paperwork relevant to the sales
process;
Responsible for account experience via Smartsheet or any CRM engine including noting last touch date,
CSR/LNP requests received and any concerns of material importance
Adhering to the Company’s policies and procedures, including the EEO guidelines and safety at all times;
Performing any miscellaneous departmental duties as assigned.

Job Requirements
Education and Experience

• HS diploma or equivalent degree- required;
• Bachelor’s degree- preferred
• 2-4 years of telecommunications account management experience - preferred
• Proficient in Microsoft Office
• Working knowledge of SalesForce, Masterstream or applicable CRM- preferred
• Value add is product knowledge orientation
• HPBX
• Unified Communications
• SIP Trunking
• MPLS
• Data Center applications
• MSP Offerings
• SD WAN
• Traditional telephony services
• Social Media knowledge/experience

Core Competencies
Agile – Embraces change; adaptable and flexible; sense of urgency;
Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo.
Customer Focused – Responsive to internal and external customers. Understands role and how it fits into
the customer satisfaction chain; takes appropriate actions to achieve customer satisfaction. Connects with
customers; builds relationships and customer confidence. Sets achievable customer expectations,
assumes responsibility for solving customer problems, ensures commitments to customers are met, and
solicits opinions and ideas from customers. Acts as an advocate of the company's products and services,
demonstrates a sales and service mentality.
Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
Accountable – See it, Own it, Solve it, Do it; Hold each other accountable
Deliver Results – Strategic planning and execution, Makes decisions in the best interest of the Company,
Knows and responds to the business climate, Manages ambiguity.
Displays Leadership – Role Model, Communicates vision, possesses Emotional Maturity, Manages Risks,
Resiliency, and Business Acumen.

Required Skills
Communicates well both verbally and in writing, creates accurate and punctual reports, delivers
presentations, shares information and ideas with others.
Listens attentively to others, asks clarifying questions, actively listens, stays open to other viewpoints, and
manages distractions and interruptions.
Conducts positive negotiations, ability to compromise, handles conflict, seeks common ground, articulates
own and others goals, stays focused on positive outcome.
Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines;
Maintains composure during stressful times;
Ability to work effectively as a team member;
Evidence of good organizational skills;
Careful attention to detail;
Ability to work independently, with little or no supervision;
Ability to meet scheduled and unscheduled deadlines;
Ability to bring projects/assignments to completion within required time frames;
Present professional appearance and demeanor through verbal and non-verbal communication
Demonstrates good working relationship with other Account Executives, Engineering and Programming
personnel

Other Requirements
Present professional business office demeanor through verbal’s and non-verbal’s
Demonstrate positive attitude under pressure to co-workers and other contacts
Maintains confidentiality and does not disclose confidential information acquired in the course of work
except when authorized and/or unless legally obligated to do so
Valid driver’s license and driving record that meets company standards at all times
Background record that meets Company standards;
Reliable means of transportation at all times
Strictly maintains confidentiality of financial and/or other information acquired in the course of work;
discloses only when authorized, unless legally obligated to do so.
This position requires the individual to sign a non-compete / confidentiality agreement.

WORKING CONDITIONS
The Account Manager is a full-time exempt position. The regular hours of work are 40 hours per week and
overtime as needed as assigned by supervisor according to the Company’s needs.
The Account Manager will be required to drive on the job.
The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free
workplace programs and policies. Pre-employment testing is mandatory along with random testing
throughout continued employment.
The Account Manager is required to drive on the job and is subject to regular motor vehicle record checks
for which authorization is required upon request.
The duties assigned, the hours worked, and the status of this position is subject to change as the needs of
the company changes.

USE OF COMPANY RESOURCES, EQUIPMENT, AND CONFIDENTIAL INFORMATION

Company resources and information are provided to employees to facilitate work. They may not be used for
purposes other than work without proper authorization. Any unauthorized use of information gained via any
company resource is breach of confidentiality and is strictly prohibited. Any unauthorized use of company
resources and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by
employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities,
duties, and skills required.

Telesystem is an Equal Opportunity Employer (EOE).