Summary
The AMII has cradle-to-grave customer ownership and is part technical liaison, part customer champion, and part relationship manager for a defined group of WhiteSky Communications clients. Success in this role requires the ability to work across multiple business units to identify property solutions and ensure projects remain on schedule and meet customer’s expectations. This includes traveling to customer locations, face-to-face meetings, providing feedback/forecasting, and interacting regularly during complicated projects.
Primary Responsibilities
• Own the relationship between WhiteSky Communications and its clients
• Develop highly effective relationships with WhiteSky executives, departments, and primary points of contact
• Develop highly effective relationships with Client executives, departments, and primary points of contact
• Regularly communicate with stakeholders, ensuring expectations are understood and achieved
• Document each property’s organization, processes, and procedures; obtain necessary Client approvals as needed
• Develop formal account growth and expansion plans
• Gather product feedback and provide updates to WhiteSky Communications Products team
• Monitor end-user satisfaction and work with WhiteSky Communications Customer Care to resolve complaints
• Monitor service levels – review performance reports/dashboards on a regular basis. Track issues and escalate to appropriate WhiteSky Communications management levels
• Communicate/present to WhiteSky Communications senior management on property performance as applicable
• Gather business and technical requirements necessary to build and expand WhiteSky Communications solutions, and route to appropriate internal group(s). Solicit new business from property – provide leads to Business Development
• Assist with property budgeting and investment justification as needed
• Facilitate projects as they transition through the project lifecycle (Sales -> Design -> Construction -> Operation -> Renewal)
• Track and influence consultant involvement and RFP development efforts
• Participate in property revenue forecasts and identify opportunities to grow property revenue, including through renewal
• Renew customer contracts and provide recommendations on necessary improvements to their network services
• Strive for 100% customer retention
Required Knowledge/Skills/Abilities
• 2-4 years of Account Management or consulting experience preferably in the telecom market with proven record of supporting accounts worth more than $2M per year
• Direct experience with networking and wireless technologies and the telecommunication industry & landscape
• Demonstrated history of achieving/exceeding quotas
• Ability to manage multiple projects and relationships simultaneously to successful completion
• Outgoing and sociable with a proven track record of communication and people skills
• Ability to think quickly and analytically (critical thinker)
• Possess excellent organizational skills, strong attention to detail and self-management driven by results
• Proficient in presentation skills, Salesforce, MS Excel, MS PowerPoint, MS Word
• Excellent oral and written communication skills
• Ability/willingness to travel a MUST (up to 25%)
• B2B experience in MDU & Student Housing
• Bachelor’s degree preferred