About this role
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. 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.