The Role
Lead and coach a team of Account Managers, manage a personal account portfolio, handle high-level escalations, ensure contractual and service standards, coordinate cross-functional teams, drive subscriber penetration and referrals, support property launches and community/HOA meetings, and identify sales opportunities.
Summary Generated by Built In
The primary responsibility of the Senior Account Manager is to directly support the Director of Account Management and manage a Team of Account Managers. They are responsible for ensuring the Account Managers is providing the highest level of customer service while positively and professionally representing the company. The Senior Account Manager would interface and build strong relationships with Property Management and Board Members of Associations in Blue Stream Fiber’s Account Portfolio. The position will require advanced supervision of each account to ensure all contractual and business terms are developed and identify opportunities to increase sales penetration. The Senior Account Manager will aid and facilitate high-level escalations from accounts and resolve them swiftly and effectively. This position will have its own accounts to manage as well as supervise Account Managers to ensure their respective accounts are properly managed.
Key Responsibilities
- Coach, train, and develop a Team of Account Managers.
- Ensure Account Management Team is representing Blue Stream Fiber in a positive manner and building strong relationships with the Property Management, Board of Directors, and customers.
- Facilitate strong communication and collaboration between internal departments including Customer Service, Operations, Legal, Marketing and Accounting to improve efficiency.
- Maintain a high-level view of service standards and escalate issues accordingly.
- Manage escalation trackers of Account Managers and report executive level escalations to the Director of Account Management as needed.
- Manage action trackers of Account Managers to ensure completion of pending action items.
- Partner with Account Managers to facilitate the successful turnover of launch properties.
- Manage account referrals and provide the Sales team new account leads.
- Work with Sales and Business teams to identify potential leads for new construction properties.
- Partner with Account Managers to increase subscriber penetration for retail and bulk accounts.
- Partner with Account Managers to host Blue Stream Fiber educational and community events to promote relationship building.
- Support Director of Account Management with HOA and Community meetings as requested.
Skills, Knowledge & Expertise
- Bachelor’s degree (B.S.) and/or a minimum of eight years of related experience.
- Previous leadership and/or coaching experience.
- Cable or telecommunications to include bulk agreements background preferred.
- Ability to read, write and speak the English language. Bilingual is a plus
- Ability to organize and prioritize effectively
- Proficient in Microsoft Office, Excel, and Power Point, including Internet, e-mail, and database software as required.
- Excellent oral and written communication and listening skills
- Strong organizational and time management skills
- Exemplary Attendance and Punctuality
- Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
- Focuses and guides self and team members in accomplishing work objectives.
- Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
- Makes customers and their needs a primary focus of one’s actions, developing and sustaining productive customer relationships.
- Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
- Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
- Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
- Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
- Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
- Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
- Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
Job Benefits
- Medical, Dental and Vision
- PTO & Holidays
- 401K + Match
- Life Insurance
- FSA & HSA
- Short Term/Long Term Disability
- Legal Plan Support & EAP
About
Blue Stream Fiber has over 45 years of industry experience, servicing Florida with amazing internet, TV, and phone products. We are the best in state, but that isn’t the only reason to choose us. We constructed our own advanced fiber network to deliver an innovative array of products supported by a best-in-class customer service.Our team operates with a clear mission: based locally means we act locally. We take pride in thinking and acting with the customer in mind knowing they could be our neighbor, our friend or even our own family. Our team is passionate about and dedicated to ensuring our customers and neighbors receive the most reliable services that will enrich their lives. When you need us, our customer service and technical support team members based in Coral Springs, Indiantown, Orlando and Port St. Lucie are ready to assist you.
Skills Required
- Bachelor's degree (B.S.) or a minimum of eight years of related experience
- Previous leadership and/or coaching experience
- Experience in cable or telecommunications including bulk agreements
- Ability to read, write, and speak English
- Bilingual (preferred)
- Proficient in Microsoft Office, Excel, and PowerPoint, plus internet, e-mail, and database software
- Excellent oral and written communication and listening skills
- Strong organizational and time management skills
- Ability to manage escalations, track actions, and ensure contract/business term compliance
- Demonstrated customer focus, conflict resolution, and adaptability to change
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The Company
What We Do
Blue Stream Fiber has been in business for over 40 years, servicing Florida with amazing Internet, TV and Phone products. We have invested millions of dollars building fiber in the communities we serve to deliver an innovative array of products and services, including fiber-to-the-home infrastructure, symmetrical internet speeds, whole-home managed WIFI, and TiVo Android Set-Top boxes with Google Assistant, among other industry-leading technology. As our company grows throughout the state, our support staff needs to grow and evolve, and that is exactly why we need you. At Blue Stream Fiber we take a customized approach to ensure our customers are at the center of every decision we make, all the while developing each of our team member’s strengths and experiences. We take our role as trusted industry experts very seriously and are dedicated to providing communities and our neighbors with reliable fiber infrastructure to offer world-class internet, TV and phone products and services that enrich lives, while providing a personalized customer experience, from a local team that cares.
