Enterprise Account Manager: Speakeasy

Company summary:

Speakeasy, one of the nation’s leading broadband voice (VoIP), data and IT service providers, simplifies small business communications with cost-effective service packages and unparalleled support. Speakeasy joined the Best Buy family in 2007 and now works with Best Buy for Business to champion technology for small businesses throughout the U.S. Speakeasy manages its own private fiber-optic national network, ensuring fast connections, low latency, and an unparalleled degree of security protection from the public internet. Speakeasy’s full range of business-class products – from OneLink and Voice Services to business bandwidth solutions - offers features and benefits with unrivaled customer service. Speakeasy’s broadband services are available in most metropolitan areas within the 48 contiguous United States .

Position Summary:

The Enterprise Account Manager will manage all account revenue and customer satisfaction within the EAS base. This includes responsibility for maintaining and building new revenue within the base, coordination of on-going support for all EAS accounts, managing customer base churn and EAS customer satisfaction. Successful candidates will accomplish this goal through building relationships with key stakeholders at the customer level and cross functionally in the Speakeasy organization.

Your responsibilities will include but are not limited to:

• Building new revenue in the existing customer base
• Managing the customer base, including baseline revenue, churn and customer satisfaction
• Perform customer level operations reviews for top revenue accounts
• Managing customers through all aspect of service recovery, coordinating the execution across functions such as billing, IT, technical, administrative and support; this will include hand off and interface with Implementation teams.
• Provide high touch level of care and service; specifically around our high value customer segment.
• Ability to conduct in person or conference customer meetings; potential travel to customer site
• Meet SLA on response time to customers who have service and technical support issues.
• Manage at the aggregate and tactical level chronic, aged or escalated customer issues.
• Creating and maintaining when necessary, a written customer service recovery plan, action items, resolutions, identify resources and effectively delegate, when appropriate. Manage potentially at the individual and aggregate level.
• Follow up with resources both internal and external to assure deadlines are met and quality standards are achieved.
• Provide customer with on-going status and resolution.
• Daily review of customer issues report; in depth awareness of pending issues for customer base.
• Identify trends with customer issues and proactively work to mitigate on-going issues
• Coordinating and forming a solid working relationship with other departments, including sales, Product/Marketing, Activations, Finance, etc.
• Providing timely and thorough resolution of all issues raised by Speakeasy business customers, as well as documenting all actions.
• Provide leadership and managerial assistance regarding for the assigned base, such as Customer Satisfaction, Churn, MTTR, etc.
• Completely owning and managing all aspect of the customer relationship throughout the customers relationship with Speakeasy, including:
• Various vendors to ensure smooth implementation of service delivery.
• Various Speakeasy internal suppliers
• Proactive customer contact on milestones, delays, issues to resolve, etc.

This position requires the following skills and experience:

· Ability to handle and multiple competing priorities in a fast paced environment

· Demonstrated maturity, judgment, negotiation skills, influence, analytical and leadership skills are essential and critical to successful management of customers at this level.

· Ability to work with technical and non-technical business owners alike.

· Demonstrated ability to build, maintain and grow customer relationship

· High degree of demonstrated customer service experience

· Conceptual knowledge of LAN and WAN concepts

· Conceptual knowledge of Voice over IP technology

· Excellent written and verbal communication skills

Please apply direct at: www.speakeasy.net/careers

Speakeasy offers a full suite of benefits, including full medical, dental, and vision coverage (100% paid for employees); a 401(K) plan with a company matching contribution; a transportation benefit; and many other excellent perks. We're looking for talented and highly skilled individuals to join our dynamic and fast-paced culture and contribute to Speakeasy’s continued success.