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ACCOUNT MANAGER

ACCOUNT MANAGER

ID 
2018-12128
Job Locations 
US-WI-Madison
Company 
TDS Telecom

More information about this job

Overview

If you are a highly motivated, sales minded individual with an interest in working for an established and industry-leading telecommunications company, join the TDS team, voted one of 2017 Best Places to Work by Madison Magazine!

 

We are looking for an experienced Business Account Manager to sell and maintain our telecommunications solutions and technology offerings to our commercial customers, including our ManagedIP Hosted VOIP solution in our Madison, WI and surrounding markets. 

 

The Account Manager (AM) is responsible for the overall care, growth and retention of a commercial customer base or book of business (“BOB”) that is tied to our agent partners account base. The AM’s primary responsibility is to grow TDS existing customer revenues, increase product penetration, and improve overall profitability.  This is achieved by increasing the penetration of TDS products by finding and creating opportunities for higher-end IP applications and solutions within their assigned book of business.

 

The AM also manages moves, adds, changes, and deletions (MACD) to existing customer/agent accounts, renews existing/agent business customers’ contracts, some of which require responding to RFPs, and proactively attempts to foster revenue growth for an assigned account list. Working in concert with the manager, the AM crafts a specific sales plan that will chart a course for meeting revenue objectives for their book of business.

 

The AM will be required to manage the customer’s and agent’s expectations by determining the true customer needs and timelines and communicating such expectations accurately throughout the sales process. They will be required to have a thorough understanding of all TDS high end applications and must have knowledge regarding data networks in order to assess existing networks and recommend IP solutions (e.g., managedIP or others as they emerge from Product Marketing).  

 

The AM proactively contacts their customer base and agents to assess customer loyalty and sales opportunities.  The successful candidate must have a solid understanding and up-to-date knowledge of all processes, procedures and systems that affect their customer base and must be willing to take the lead on resolving customer issues through escalation to the appropriate teams and timely follow-up.

 

TDS Telecom (TDS) is a wholly owned subsidiary of Telephone and Data Systems, Inc. , a Fortune 1000 company. TDS Telecom, headquartered in Madison, WI, operates OneNeck IT Solutions LLC and TDS Baja Broadband LLC. Combined, the company employs 3,100 people.

Responsibilities

  • Manage existing agent/indirect channel account base. Meet or exceed the sales and revenue growth goals for services and business systems. Make regular contact with the existing account base and agents including proactive customer contact calls and/or personal visits to uncover sales opportunities. Serve as the resource for sales negotiation with existing accounts. Craft sales proposals based upon the customer/company impact prior to making a recommendation or decision. Actively manage the existing base to ensure we retain and grow these account in the future. Provide education on the industry, technology and TDS products and services.
  • Monitor contract expiration dates and take a proactive role in contract renewals including responding to RFPs. For win-back orders contact customers and agents with the early termination charges and answer any questions. Manage the retention of the customer base.
  • Take the shared lead role with the indirect channel to manage customer relationship with named accounts. Handle MACD for named accounts and negotiate customer credits, if needed. Maintain and update current book of business through the Business Sales Reporting (BSR) program.
  • Submit all MACD to existing customer/agent accounts, renews existing/agent business customers.
  • Develop an annual tactical customer growth and retention plan with the indirect channel managers/agents to meet the quarterly and annual goals. Craft and implement a personal action plan. Report activity and monitor progress on a weekly, monthly, quarterly and annual basis. Meet regularly with supervisor to review overall achievement of goals and address gaps.
  • Maintain customer information and MOS activity in an accurate and timely manner utilizing our sales force automation system.
  • Attend industry and trade group meetings and events as needed to increase our corporate visibility, identify business opportunities and develop industry contacts. Maintain relations with contacts and lead sources, which may include after hours events.
  • Maintain and enhance technical knowledge through internal and external training opportunities and boost interpersonal skills by attending and/or leading professional development programs.
  • Perform other duties as assigned by supervisor, director or VP.

Qualifications

Required Qualifications:

  • 2+ years of customer service experience.
  • 2+ years of inside or outside sales experience.
  • Must have and maintain a valid driver’s license, insurance, and have access to reliable transportation.

Other Qualifications:

  • Access to cell phone.
  • Previous Telecommunications experience.
  • Associate or Bachelor Degree in Business Communications, Economics, Engineering or related field preferred.
  • Winning “can-do” attitude and strong work ethic as evidenced by a track record of success in business, education or extracurricular activities.
  • Ability to clearly and effectively set goals and then attain them as evidenced by a track record of setting goals, creating a work plan, establishing a reward, working diligently, measuring performance, adjusting as necessary and then accomplishing the goal.
  • Well organized, good time management skills, ability to multi-task and close attention to detail.
  • Customer service experience, motivation to serve and a genuine interest in helping others including both internal and external customers.
  • Comprehensive product and application knowledge with the ability to provide a high volume of quality problem resolution to customers.
  • Competitive nature, strong passion to sell and succeed coupled with a mastery of our sales processes and practices.
  • Time intensity that is evidenced by a track record of seizing the moment and bringing the appropriate amount of energy to solve problems and effect change sooner than later.
  • History of identifying problems, gathering data, consulting others, soliciting input, weighing the facts, making decisions and effectively implementing the decision.
  • Excellent verbal and written communications skills including the ability to explain complex issues in a clear and thorough manner as evidenced in personal interviews and via telephone.
  • Ability to work effectively with customers at “C” and other levels of management.
  • Confidence coupled with necessary empathy to quickly set any customer at ease.
  • Ability to grasp new concepts and material quickly, willingness to learn and continue to learn as evidenced by formal education or work experience.
  • Ability to work independently or interdependently based upon the circumstances.
  • Must maintain satisfactory sales quotas.

Benefits:

As a part of your total compensation, TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits and retirement options please click here.