Astound Broadband, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services—and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.
Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you’ll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.
Job Summary
The Voice Account Manager “VAM” is responsible for ensuring a positive customer experience for new customers during the post sales implementation of Unified Communication services. Through alignment with assigned sales leader in the region, the VAM facilitates onboarding and customer education for assigned customers to ensure a positive customer experience.
Duties and Responsibilities
- Serve in market to facilitate onboarding and refresher training for mid-sized customers
- Facilitates prioritization of local onboarding through coordination with Market Sales leaders
- Coordinates with Voice Implementation Manager to help guide positive customer journey through post sales process
- Educates assigned customers on network readiness and coordinates with implementation to ensure the use of the LAN Readiness Checklist and supporting software
- Directly conducts customer onboarding both virtually via web conferencing and in-person onsite for customer deployments
- Maintains tracking of completed tasks to validate acceleration of Hosted Voice revenue in market
- Adhere to schedules, guidelines, and requirements in accordance with the organization's product rules while demonstrating the ability to manage priorities.
- Coordinates with Hosted Voice Specialist to ensure effectiveness of customer onboarding materials such as: Tutorials, Presentations, Guides, and Checklists
- Serve as secondary interface with customer for post installation configuration changes and training needs in support of assigned Hosted Voice deployments in designated market
- Completes discovery and demo for customer in coordination with assigned sales engineer on an Individual Case Basis
- Other duties as assigned
Requirements/Qualifications
Education: High school diploma or equivalent; Bachelor's Degree preferred
Experience:
- 3 years’ experience in Technical Support, Customer Onboarding or Related supporting voice service deployments
- Experience creating and maintaining customer facing onboarding and training materials
Knowledge, Skills and Abilities:
- Must have technical aptitude and ability to learn quickly to stay up to date on latest technologies
- Strong internal and external stakeholder management skills needed to leverage cross-functional departments to ensure successful onboarding experience
- Proven ability to communicate technical information to both non-technical and technical customers both verbally and in writing
- Travel up to 50%
We're Proud to Offer a Comprehensive Benefits Package Including:
- 401k retirement plan, with employer match
- Insurance options including: medical, dental, vision, life and STD insurance
- Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
- Floating Holiday: 40 hours per year
- Paid Holidays: 7 days per year
- Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
- Tuition reimbursement program
- Employee discount program
*Benefits listed above are for regular full-time positions
Base Salary: The base salary range in Pennsylvania and Illinois for this position is $55,000 - $75,000, plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Pennsylvania and Illinois and may not be applicable to other locations.
Our Mission Statement:
* Take care of our customers
* Take care of each other
* Do what we say we are going to do
* Have fun
Diverse Workforce / EEO:
Astound Broadband is proud to be an Equal Opportunity Employer and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered. Discrimination of any kind has no place here. We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.
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