Manager, Wholesale Account Management

SUMMARY RESPONSIBILITIES

The Manager of Wholesale Account Management is responsible for leading a group of Account Managers focused on relationship development and achievement of financial goals within our reseller account base. This position will regularly communicate with our customers to ensure we're delivering solutions and an overall experience that meets customers expectations.

Essential Duties

• 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

Are you a fit?

• 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

Requirements

• Bachelor's Degree (preferred)
• 3yrs in the CCaaS/UCaaS working with Wholesale accounts
• 2yrs management experience with an Account Management team

Other

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 attendance is essential (i.e. is consistently at work and on time).

This job description is not intended to be all inclusive, and the employee will also be required to perform other reasonably related duties and tasks, in accordance with business needs, as assigned by the immediate supervisor and other management personnel.