Network Account Specialist

Job Description

Job Description

This position can be based out of Momentum's Atlanta, GA office, Alcoa, TN office or the Birmingham, AL office.

SUMMARY

The Network Account Specialist serves as the customer advocate and is responsible for creating superior customer experience. In this role you will work with customers and business partners to submit orders, escalate tickets, renew contracts & handle general account questions. You will also assist with items on accounts assigned to a Network Account Manager. Ultimately, the Network Account Specialist is the primary contact for our under $1k MRR managed network accounts and is accountable for managing expectations and handling communication with customers & agents for this base of accounts.

A successful Network Account Specialist will be able to develop relationships with customers, business partners & co-workers; have a deep understanding of Momentum products; be creative and resourceful to solve problems, and thrive in a fast-paced environment. In addition, a successful Network Account Specialist will use every customer interaction to create an opportunity for additional revenue.

Responsibilities:

• Handle all tickets that come into the Network Account Management queue for Network accounts. Tickets will vary across different requests: disconnects, new locations/renewals, billing discrepancies, etc.
• Understand several versions of the Momentum contract and Universal Terms to be able to explain to customers
• Learn the Momentum products and departmental duties to assist in building relationships to resolve customer related issues.
• Proactively contact agents and/or customers assigned to Network Accounts. Build relationships and understanding on partnering for additional Momentum solutions.
• Provide communications and follow ups to internal/external contacts within a 24-hour period.
• Provide revenue replacement options in effort to retain business.
• Work closely with Network Account Managers to understand renewal needs, put together renewal proposals as requested by Network Account Managers.

Qualifications:

• Ability to manage multiple tasks
• Ability to thrive in a fast-paced environment
• Handles stressful situations well
• Highly motivated and results oriented
• Plans and carries out responsibilities with minimal direction
• Customer service oriented
• Extremely detail oriented
• Works well in a team environment as well
• Must have the ability to use a computer, associated software products (i.e., Microsoft Word, Excel, PowerPoint, and/or Outlook), and the Internet
• Familiarity with Salesforce.com or similar CRM tools is preferred
• Demonstrated history developing relationships with C-level professionals
• Documented experience exceeding sales quotas
• Excellent communication skills including written communication, speaking and presentation development and delivery
• Employee must be available to work overtime as required, be able to travel for conferences, seminars, and other off-site functions and must adhere to Company policies and procedures. Regular in-office attendance is essential (i.e., is consistently at work and on time).

Education Requirements:

• A minimum of two years’ experience in the Unified Communications industry is preferred
• A four-year undergraduate degree is preferred