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iconectiv Account Management - Job ID 2648 in Piscataway, New Jersey

#Location - US/Remote

About iconectiv:

iconectiv provides authoritative numbering intelligence to the global communications industry. Our market-leading solutions enable the interconnection of networks, devices and applications for more than two billion people every day who count on a simple, seamless and secure way to access and exchange information. With 30+ years of experience and more than 5K customers worldwide, iconectiv has intimate knowledge of the intricacies and complexities in creating, operating and securing the communications infrastructure for service providers, regulators and enterprises. Our solutions span network and operations management, numbering, registries and fraud prevention. For more information, visit www.iconectiv.com.

Responsibilities:

  • Customer Retention – As an Account Director, you will own all aspects of retention in the existing customer base and also grow the business where needed. Manage/juggle multiple projects/cases within assigned accounts, work to address client requests/asks in a timely fashion that meets their expectation and our company goals. Communicates client needs in a clear and concise way to the Technical team and management; escalating appropriately as needed. This individual will be responsible for managing approximately 30+ accounts;

  • Revenue Retention & Growth- Make customers raving fans of our products/services and support their adoption and drive account expansion through cross selling and upselling. Ability to identify ‘at risk’ accounts and nurture them back to health; Drive referrals from current customers & identify opportunities to grow business. Collaborates with sales team to reach prospective clients.

  • Build Stronger Customer Relationships - A customer-driven focus with a passion for understanding customers and prospects better than any other vendor or consultant with whom they work. Know the client accounts well enough to anticipate needs and suggest options for utilizing our services in new and exciting ways. Schedule and facilitate regularly scheduled meetings with clients to understand their needs and address issues/future plans; Keeps records of client transactions, support tickets and feature requests and drives them to closure. Help steer product decisioning through knowledge of marketplace and prioritized feature lists;

  • Contracts/Invoicing – Maintain clear understanding of contracted services and billables within named accounts; Create contract amendments with legal as needed to upsell/grow the accounts; review billing disputes with clients and address invoicing questions. Understand complex pricing models and assess impact to company before recommending pricing options to management;

    Requirements:

  • 5+ years of account management experience; Prior experience managing and retaining multiple accounts concurrently (10+);

  • Extensive knowledge of the business messaging/SMS landscape and various use cases in which texting would prove beneficial for customers

  • Strong communication skills – written and verbal;

  • Experience up-leveling contacts (i.e.: building relationships with executives) at assigned accounts

  • Ability to appropriately set client expectations and document commitments/timelines clearly to avoid confusion;

  • Experience leading Business Reviews (weekly, quarterly, annually) with clients; Showcasing analysis of key metrics within the account and opps for growth;

  • Excellent time management and organizational Skills; with a systematic approach for not letting things fall through the cracks

  • Peers love working with you; you bring energy, integrity, and a relentless pursuit of success to the office culture

  • Should be a quick learner

    Additional Skills:

  • Experience with Salesforce to track account activities, cases, opportunities, etc.

  • Must be proficient in Excel, Powerpoint and Word

  • Accountability – possesses a high say/do ratio; People can depend on you to meet your deliverables

    Relocation Benefits: This position is not eligible for relocation assistance.

    Full Time Employee benefits:

  • Health care benefits

  • 401(k) with company match

  • Holiday pay

  • Paid time off (inclusive of a volunteer day)

  • Tuition Reimbursement upon approval

    DISCLAIMER:The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore, employees assigned may be required to perform additional job tasks required by the manager.

We are proud to be an EOE Minorities/Females/Protected Veterans/Disabled employer. The Company’s status is a VEVRAA Federal Contractor. Request Priority Protected Veteran Referrals. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

EOE Minorities / Females / Protected Veterans / Disabled

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