Job Summary

• Account manager responsibilities include developing long-term relationships with a portfolio of clients.
• Account Managers liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs.
• Manage and develop client accounts to initiate and maintain favorable relationship with clients.

Typical Job Duties and Responsibilities

• Be the primary point of contact and build long-term relationships with customers.
• Ensure the timely and successful delivery of solutions according to customer needs and objectives.
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
• Liaise between the customer and internal teams.
• Build and maintain strong, long-lasting client relationships.
• Cross selling and Upselling to increasing revenues
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing clients and/or identify areas of improvement.
• Assist with challenging client requests or issue escalations as needed.
• Daily Proactive Routine Calls for Customer Survey.
• Retention and Win-back

Requirements

• BA / BS Degree in Business Administration, Sales or relevant field
• Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
• Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel)
• Experience delivering client-focused solutions to customer needs
• Excellent listening, negotiation and presentation abilities
• Ability to prioritize and multitask
• High level of accuracy and attention to detail
• Ability to have difficult conversations
• Strong verbal and written communication skills.

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Job Description

• Collaborate with internal teams, such as coordinators, network operations and support, to escalate and resolve complex issues when necessary.
• Maintain detailed documentation of customer interactions, service requests, and problem resolutions.

Customer Service and Communication:

• Interact professionally and courteously with customers, ensuring a positive customer experience during the installation process.
• Communicate technical information to customers in a clear and understandable manner, addressing any questions or concerns they may have.
• Provide recommendations for improving network performance, equipment upgrades, or additional services based on customer requirements and industry best practices.
• Collaborate with sales teams or account managers to gather customer feedback and identify opportunities for upselling or cross-selling services.

Quality Assurance and Compliance:

• Ensure installations are completed according to company standards, policies, and regulatory requirements.
• Perform regular audits and quality checks on installed services to identify any deficiencies and implement corrective actions.
• Stay updated with industry trends, emerging technologies, and best practices related to ISP installations to enhance service delivery and customer satisfaction.

Key Responsibilities
Installation and Configuration:

• Attending to customer premises to install and configure ISP services, including internet connectivity, routers, modems, and other networking equipment.
• Follow installation guidelines, technical specifications, and company procedures to ensure accurate setup and connectivity.
• Test and verify the performance of installed services to ensure they meet the desired speed, reliability, and quality standards.
• Educate customers on the proper use and maintenance of the installed equipment and services.

Troubleshooting and Issue Resolution:

• Diagnose and resolve technical issues related to network connectivity, equipment malfunction, or service disruptions.
• Respond to customer complaints or service requests in a timely manner and provide effective solutions to address their concerns.

Requirements

• High school diploma or equivalent; technical certifications or degree in a related field is a plus.
• Proven experience in network installations, preferably within an ISP or telecommunications environment.
• Strong knowledge of networking concepts, protocols, and equipment, such as routers, switches, modems, and cabling.
• Proficiency in troubleshooting network connectivity issues and resolving technical problems.
• Familiarity with various operating systems (Windows, Linux, macOS) and network diagnostic tools.
• Excellent communication and customer service skills to interact effectively with customers and internal teams.
• Ability to work independently, prioritize tasks, and meet deadlines in a field environment.
• Valid driver’s license and willingness to travel to customer sites as required.
• Physical ability to lift and move networking equipment during installations.