Senior Account Manager (Commercial Sales)

Position Title: Senior Account Manager (Commercial Sales)        

Base Salary: $54,010 to $81,573 annually DOE

Commission: Target commission of $24,000 annually

Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We’re delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions:

Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention.   

Empowering You: We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers. 

Innovation and Improvement: We always look for ways to make the experiences of our customers – and each other – better.  

 Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a corporation.  

Job Summary:

As a Senior Commercial Account Manager, you will be responsible for going above and beyond for major accounts, maintaining and developing strategic professional relationships while delivering white-glove support to our Enterprise-tier customers. Your goal will be to provide the Ziply refreshingly great customer experience with detail-oriented analysis and caring attention to any customer concern.

Essential Duties and Responsibilities: 

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed:

Customer Relationship Management

·        Address all customer inquiries, operating as the lead point of contact for all matters specific to your assigned customer accounts. Develop and maintain trusting, strategic, long-term relationships with key stakeholders.

·        Build customer relationships by providing quality service to inbound assigned accounts.

·        Provide product and service information to current and prospective customers.

·        Conduct quarterly account reviews when requested by the customer or sales team.

·        Ensure the timely and successful delivery of solutions according to customer needs and objectives, issuing escalations as needed.

Account Administration & Documentation

·        Maintain accurate account records by thoroughly reviewing and correcting customer information, account products/services, and billing adjustments.

·        Record detailed documentation via organized management of cases in Salesforce for all customer interactions and follow-up.

·        Create Salesforce moves, adds, changes and disconnect requests for existing customers.

·        Conduct post-install first bill reviews on assigned accounts to ensure accurate billing and customer satisfaction.

Revenue & Operational Support

·        Negotiate renewal contracts and close opportunities in Salesforce to maximize retention of revenue.

·        Assist with collection efforts on delinquent accounts.

·        Provide inbound call / Teams assistance in support of cross functional teams.

·        Must be available to work regular business hours Pacific Standard Time.

Other Duties

·        Performs other duties as required to support the business and evolving organization.

Require Qualifications:

·        High school diploma or GED.,

·        Bachelor’s degree or equivalent combination of education and experience.

·        Minimum of two (2) years of customer service experience in an enterprise organization.

·        Minimum of two (2) years of complex customer service analysis experience.

·        Must have experience in SIP, Hosted Voice, Fiber, Ethernet, TDM/SONET networks technology and protocols.

·        Working knowledge with contracts terms for termination liabilities and be aware of contract expiration dates.

·        Must have experience with high touch customer analysis and support handling complex customer inquiries/requests.

·        Strong proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint.

·        Strong presentation skills, with experience delivering content effectively in Microsoft Teams video meetings.

·        Excellent written and verbal communication skills, with the ability to effectively engage across all organizational levels, including team members, peers, and senior management.

Preferred Qualifications:

·        Familiarity with enterprise systems such as M6, billing platforms (e.g., DPI), Salesforce, Workflow Manager, and online customer portals.

Knowledge, Skills and Abilities:

·        Strong organizational, multi-tasking, and prioritizing skills.

·        Ability to work independently and apply sound judgment and reasoning skills to a variety of situations, multi-task and collaborate effectively with other personnel to meet deadlines.

·        Ability to work within critical deadlines.

Work Authorization:

Applicants must be currently authorized to work in the US for any employer.  Sponsorship is not available for this position.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment and Additional Information:

Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO:

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.