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Strategic Account Manager - Hospitality

Responsible for dedicated account management of an assigned module of Charter and Strategic Market customers as defined by size, complexity, number of locations, monthly recurring revenue, growth potential, and brand. The primary function of the role is to protect the existing revenue base, drive revenue growth and product penetration, cultivate multi-level client relationships and build long term customer loyalty within the assigned module of Charter and Strategic Market customers.
The Strategic Account Manager will lead and coordinate all cross functional efforts to meet the needs of the assigned module of Charter and Strategic Market customers on behalf of Charter Communications.

Actively and consistently support all efforts to simplify and enhance the customer experience
This field based position is responsible for the proactive management of an assigned module of Charter and Strategic Market customers. Duties include, but are not limited to the following activities:

Develop a long range service plan and positioning strategy for all assigned strategic customers

Conduct regularly scheduled face-to-face meetings and account reviews with assigned strategic customers for the purpose of securing and/or renewing existing revenues and identifying and securing new revenue opportunities

Serve as the Charter Account Team Leader, directing members of the dedicated account team and other cross functional Charter support teams in meeting the service needs of assigned strategic customers

Serve as the customer advocate for assigned customers to ensure customer satisfaction with all Charter departments that affect the customer. Interface with other Charter departments through written and verbal communications to handle any specific customer needs, problems, inquiries or questions

Maintain and update internal databases with all required customer information. Establish and monitor internal control procedures for the support of assigned accounts and provide contract information for tracking and submission to regulatory agencies as needed

Assist the Collections Department when necessary in perform collections on assigned accounts

Remain current on changes in the Charter service offerings and procedures, order entry and on-boarding processes and ongoing post sales support systems & procedures through completion of required/recommended training programs

Perform other duties as requested by supervisor

Skills / Abilities and Knowledge
Excellent oral and written communications skills
Ability to establish cross functional and multi-level relationships with customers
Ability to effectively communicate with peers as well as executive level management
Ability to plan, prioritize and organize effectively
Ability to develop and make formal presentations to assigned customers
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to work independently
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Microsoft PowerPoint)

College Degree with a focus in business, communications, marketing or a related field or equivalent work experience

Related Work ExperienceNumber Of Years
Strategic Account Sales and/or Account Management experience 5
Experience advanced voice and data networking (PRI/SIP, LAN/WAN ) 5

Certifications and/or Licenses
Valid driver's license with a good driving record

Office environment
Exposure to moderate noise levels

Travel Required Up to 30%