Account Retention (Relationship) Manager
Summary of Position
Account Retention Manager (ARM) acts as the key
customer interface throughout the term of the business relationship. ARM’s develop deep
relationships with Nitel clients through taking inbound calls, proactively
achieving outbound call, personal correspondence and client visit goals. These
relationships ensure that the Nitel client base grows profitably without
attrition.
Essential Duties and Responsibilities
Essential duties and responsibilities include the following. Other duties may be assigned.Promotes growth of customer relationship as the single point of contact to assigned accounts for all inquiries, complaints, and/or needs of designated customer (s) Meets and/or exceeds all weekly/monthly/annual assigned communication activity, retention and sales goals, by effectively developing account management and communication plans to;
2. Renew existing services
3. Educates the customer on the value of Nitel and our services
4. Increases revenues by introducing and selling new products and services.
Manages disconnect and downgrade requests. Persuades clients to maintain services with Nitel. Negotiates contract termination prices for customers that are disconnecting before their designated term. Processes customer disconnections if necessary.
Uses discretion to determine which procedures best address each situation, determines the appropriate action required and coordinates resolution with the customer.
Accurately completes renewal/retention/upgrade and sales reports. Maintains and updates appropriate records as it relates upgrading, renewing, or terminating. Works with necessary departments to ensure client goals are met, and makes proactive suggestions based on firsthand knowledge of client needs.
Qualifications
Requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education and/or Experience Bachelor's degree from a four-year college or
university; 5 years related telecom experience. Previous sales experience in B2B sales, call center
sales, outside sales preferred.
Language and Communication Skills Ability to analyze, and interpret general business documents. Capacity to effectively write and present; reports, simple project plans, and professional business correspondence.
Mathematical Skills Ability to calculate figures and amounts such as discounts, taxes, pro-rations, percentages, area, circumference, and volume.
Computer Skills Proficient in Microsoft Office including Word, Excel, PowerPoint and Outlook e-mail.
Reasoning Ability Aptitude to be resourceful in solving practical problems, follow instruction and understand contractual circumstances furnished in written, oral, diagram, or schedule form. Many which deal with a variety of variables including contract liability and margin analysis.
Business Travel Employee will be required to travel for business less than 10% of the time. Travel may include client visits and industry events.
Nitel is an Equal Opportunity Employer. Employment contingent upon successful completion of background investigation. Pre-employment drug screening required. Only candidates whose profiles closely match requirements will be contacted during this search. Must be eligible to work in this country. No phone calls please.