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Account Relations Manager

Location: Hybrid - Chicago, IL

As an Account Relations Manager, you'll be responsible for driving revenue growth within our existing customer base through renewals, expansion opportunities, customer retention and strategic account development. This quota-based role combines account management, customer success and business development disciplines to maximize customer lifetime value while ensuring customers achieve measurable business outcomes through their partnership with us.

Responsibilities:

Revenue Growth & Customer Retention

• Own customer revenue growth, retention, renewal performance, and expansion opportunities across an assigned portfolio of existing accounts.

• Consistently achieve assigned quota objectives through renewals, upselling, cross-selling, and strategic account development.

• Develop and execute account plans that define customer objectives, relationship maps, renewal strategies, expansion opportunities, and revenue targets to increase recurring revenue and maximize customer lifetime value.

• Build and maintain a pipeline of renewal and expansion opportunities to support attainment of assigned revenue targets.

Excellent Communication Skills

• Must be able to articulate the status of telecommunications and cloud products and services, demonstrating how they meet both current and future customer needs.

• Effectively communicate the business value, ROI, and strategic benefits of our solutions to stakeholders at all levels of the customer organization.

Customer Engagement

• Build trusted advisor relationships with key decision-makers and executive stakeholders at multiple levels of assigned accounts to identify customer needs, growth goals, retention risks, and expansion opportunities.

Solution Design

• Partner with Account Executives, Sales Engineering, Operations, Product Management, and Customer Care to tailor solutions, execute customer growth opportunities, ensure successful delivery, and resolve customer concerns promptly.

Solution Presentations

• Deliver compelling solution demonstrations and presentations to existing clients, showcasing the benefits and capabilities of our telecommunications and cloud solutions.

• Lead regular business reviews and strategic planning sessions to align our solutions and technology roadmaps with customer business objectives, growth plans, and measurable outcomes.

Market Research

• Stay up to date with industry trends, competitors, and emerging technologies within our markets, sharing insights with the team to drive innovation.

• Utilize market intelligence to identify opportunities for customers to adopt additional products and services that improve business performance.

Voice of the Customer

• Gather feedback from customers and communicate it to the product development and support teams to contribute to product improvements, enhancements, and company competitiveness.

• Serve as the internal advocate for the customer by communicating strategic priorities, business challenges, and service improvement opportunities across the organization.

Renewal & Retention Management

• Own the customer renewal process from forecasting through contract execution, maintaining visibility into contract anniversaries, upcoming renewals, account health indicators, and associated revenue risks.

• Develop and execute proactive renewal and retention strategies that address churn risks, preserve customer relationships, maximize retention, and achieve accretive revenue growth.

Customer Success & Account Health

• Monitor customer satisfaction, account health, service adoption, and churn indicators to identify and act on retention and expansion opportunities.

• Drive customer success outcomes that increase customer loyalty, strengthen retention, and create new revenue opportunities.

Requirements:

• Must have at least 5 years of experience in a Telecommunications Account Management, Sales, or Retention role.

• Expert product knowledge of telecommunications technologies, including Ethernet, Dedicated Internet, Broadband, Voice and Cloud Computing.

• Experience selling to and/or servicing Telecommunications services to SMB and Enterprise accounts. Most importantly, the successful candidate will have a passion for bringing technology solutions to existing customers and delighting customers in daily interactions.

• Excellent communication and presentation skills.

• Customer-focused mindset and a passion for solving customer challenges.

• Ability to work independently and as part of a team in a fast-paced environment.

• Willingness to travel as needed to meet with customers.

• Strong problem-solving skills and attention to detail.

Preferred Requirements:

• Bachelor’s degree (or equivalent business experience)

Benefits:

• 401k matching

• Dental Insurance

• Health Insurance

• Life Insurance

• Vision Insurance

• Business expense reimbursement

• Mileage reimbursement

• Paid time off