Job DetailsJob Location: Seattle, WA 98107Salary Range: $90,000.00 - $103,000.00 SalaryThe 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
QualificationsWHAT QUALIFICATIONS DO I NEED TO HAVE?
5+ years of client services, IT and cyber security background
Extensive experience managing large, complex accounts with multiple LOB’s and stakeholders
Able to operate independently with minimal support from leadership
Able to identify the buying landscape within customer environments and maintain relationships with critical decision makers
Superior organizational skills and ability to adapt to quickly evolving environments
Excellent written and verbal communication skills
Promotes team culture by independently demonstrating abilities that solve organizational problems and drive efficiencies within CS
Able to define, create, and execute service improvement plans
Ability to provide advanced feedback and technical requirements for process maturity
Can create, adhere to, and help influence standard organizational systems
Can organize and conduct speaking engagements to internal CN groups without assistance from the CN Leadership Team
WHAT QUALIFICATIONS WOULD REALLY HELP SET ME APART FROM OTHER APPLICANTS?
5-7 years of hands-on client relationship management experience with a focus in Managed Security Services or Technology
Security +, Network +, CISSP, and other relevant certifications preferred
WHAT IS THE WORK ENVIRONMENT LIKE?
Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment (10-50 pounds) if working on-site.
Position may require hours that exceed normal working hours per day during peak periods; on-call or travel work may include nights or weekends
Position requires regular contact with others - in meetings, by phone or by email.
Interactions focus on data collection, problem solving, needs analysis and technical training development. Interactions are initiated in person or electronically.
Position may require some travel to Convergence or client sites.
WHY SHOULD YOU WORK HERE?
Culture of unity, transparency, and trust. Our leadership team wants you to be successful at Convergence, and we will do anything we can to support your personal and professional growth.
Group benefits plans including medical, dental, vision, and 401k.
Education and certification reimbursement is also available so we can help you grow.
We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
Outstanding teammates. We’re very selective to make sure we have the best staff available for you to work alongside!
Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as kick back and have some fun (families are oftentimes included as well).
PERFECT FIT…
If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!
We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodations are available upon request for candidates taking part in all stages of the selection process.
The compensation range for this position is $90,000 - $103,000, which includes base salary and variable compensation. Individual compensation is determined by a combination of factors including skills, experience, qualifications, and geographic location. In addition to base salary, eligible employees may have opportunities to participate in variable incentive programs designed to reward individual and organizational performance. We are committed to pay transparency and comply with all applicable pay transparency legislation.
