Account Manager 3

The Business Success Team is composed of Account Managers who are well versed in Managed IT and Cybersecurity, and whose purpose is to assist customers in getting the most value out of the services provided by Convergence Networks (CN). We are seeking a passionate, technical and experienced Account Manager to join our team and play a crucial role in ensuring the success and satisfaction of our clients. By providing exceptional support, guidance, and strategic advice throughout the customer journey, our AMs are crucial in driving the adoption of our IT and cybersecurity solutions and services. WHAT WILL YOU DO AS A ACCOUNT MANAGER 3? Serves as the primary point of contact for all customer requests, needs, correspondence, escalations, etc. Primary advocate within internal CN stakeholder groups to drive tangible outcomes Responsible for managing customer communications internally with respective CN Teams Responsible for the coordination of all customer interactions (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal CN Teams Oversee the transition from deployment to Steady State and establishes cadence/operating rhythm for new customers Drives customer adoption/engagement of current and additional services provided by CN Responsible for completing Account Mapping Template and creating/maintaining relationships with key Decision Makers, Champions and Influencers Responsible for retention conversations to ensure customers are on target for contract renewals Responsible for risk identification and mitigation related to potential customer churn (Playbooks, Churn War Room, etc.) Works closely with customers to position, educate, and drive potential growth opportunities for additional CN Service offerings Works directly with Convergence Networks Executive Leadership Team to strategically align and coordinate support for CN's largest accounts Creates, organizes, and shepherds customer value discussions with the customer quarterly independently and without oversight from CN’s Leadership Team Able to communicate CN product/service landscape and can effectively move from one team to another to obtain answers and resolve issues independently Able to articulate CN's offerings, benefits, SOPs and deliverables without hesitation or the oversight of the CN Leadership Team Able to negotiate pricing, navigate value conversations, and handle objections from customers without oversite of the BS Leadership Team/Engagement Coaches