Granite Telecommunications is seeking a dynamic and results-oriented Executive Account Manager to join our team. In this pivotal role, you will be responsible for managing and nurturing relationships with key accounts, ensuring customer satisfaction, and uncovering growth opportunities within your portfolio. You will serve as a trusted advisor to executive stakeholders, driving strategic initiatives and delivering exceptional value to our clients.
Key Responsibilities:
Customer Satisfaction:
Act as the primary point of contact for key accounts, ensuring their needs are met and expectations exceeded.
Conduct regular check-ins and performance reviews to gather feedback and address concerns promptly.
Implement strategies to enhance customer experience and loyalty.
Perform Quarterly business reviews with customer and with Granite leadership
Uncovering Growth Opportunities:
Identify and pursue upselling and cross-selling opportunities within existing accounts.
Partner closely with the sales team to develop and execute strategies that promote upselling initiatives.
Analyze customer data and market trends to propose innovative solutions that align with client goals.
Collaborate with internal teams to develop customized offerings that meet specific customer needs.
Executive Relationships:
Build and maintain strong relationships with C-level executives and decision-makers at client organizations.
Present strategic insights and value propositions to executive teams, ensuring alignment with their business objectives.
Foster a culture of partnership and collaboration, acting as a liaison between customers and internal teams.
Strategic Planning:
Develop program plans that outline growth strategies, customer engagement tactics, and performance metrics.
Monitor program performance and adjust strategies as necessary to achieve targets.
Build and present growth models based on customer initiatives and manage to meet/exceed
Collaboration:
Work closely with sales, marketing, and operations teams to ensure seamless service delivery and customer success.
Participate in cross-functional initiatives to drive overall business growth.
Travel Requirement:
40% travel may be required, which could include last-minute travel to meet client needs or attend meetings.
Qualifications:
Bachelor's degree
7+ years of experience in program management or a similar customer-facing role, preferably in telecommunications or technology.
Proven track record of achieving sales targets and enhancing customer satisfaction.
Strong interpersonal and communication skills, with the ability to build relationships at all levels.
Strategic thinker with strong analytical skills and the ability to identify growth opportunities.
Proficiency in CRM software and other relevant tools.