Director Of Strategic Account Management

Director of Strategic Account Management

The Director of Strategic Account Management is responsible for customer success of Fidium's largest clients billing $5K and above. This position will direct/lead 12 Strategic Account Managers located in our various regions, nationally. The Director of Strategic Account Management will interact cross-functionally at the leadership level with all down-stream support departments including Sales, Sales Engineering, Enablement, Sales Operations, Project Management, Network Engineering and Field Operations to facilitate best-in-class customer and partner experience.

Responsibilities:

• Directing Strategic Account Managers (SAM's) to manage customer satisfaction and revenue growth and churn for all assigned accounts and insure this important customer segment receives "concierge level" service.
• Act as escalation point of contact, when needed for issues for assigned customers and sales teams.
• Insure the best team is selected, skilled in customer support and knowledgeable on all CCI systems and processes with a broad set of communications skills.
• Possess Enhanced CCI Product knowledge.
• Directs SAMs in Renewal ownership.
• Manage and track total revenue of customers in your SAM's assigned base.
• Develop reporting for Sales Leaders and Care leaders on effectiveness of SAM's in markets.
• Set goals and monitor customer Quarterly business reviews for SAMs, work in concert with Sales Directors.
• Meet frequently with Cross functional leaders to insure total customer satisfaction is met.
• Directs and mentors Strategic Account Managers, conducts regular reviews with direct reports.
• Ensures that training is provided in a way that supports the highest standards of customer support.
• Coordinates training requirements.
• Motivates employees through shared goals, recognition, clear communications, and prompt response to employee requests.
• Stays abreast of technology and trends in the industry, sales and service, through information gained from reference books, trade journals, videos, and seminars.
• Performs miscellaneous duties as assigned by up-line VP.
• Reports to work on time and maintains a satisfactory attendance record.
• Customer facing, presence in local markets when needed.
• Focused on total customer experience.
• Ability to work and function in a fast-paced environment with multiple priorities while handling internal and external customer needs.
• Promotes a personalized customer experience, based on the needs of the customer.

Qualifications:

• 4-year degree in business, marketing, sales or the equivalent in experience.
• MBA preferred.
• 5 years' sales/customer service experience.
• 3 years' managerial experience.
• 2-3 years of communications industry experience.
• Excellent verbal and written communication skills and interpersonal skills.
• Computer proficiency.
• Valid state driver's license and a satisfactory driving record.

Physical Demands: Physical demands are minimal and consistent with the performance of routine clerical duties in an office setting. Most of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Movement is required in the use of office equipment, supply locations, files, and other work locations and meeting rooms. Limited physical activity is required.