Vertical Account Manager

Altice USA
United States, North Carolina, New Bern
Feb 19, 2025
Optimum Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We areOptimum! Job Summary We are seeking a highly motivated and customer-oriented professional to join our team as an Account Manager. In this role, you will be responsible for optimizing customer satisfaction, minimizing churn rates, and elevating Net Promoter Scores (NPS) through relationship building strategies and providing exceptional customer experiences. If you are committed to fostering customer delight and ensuring long-term satisfaction, we encourage you to apply. Responsibilities Team Culture Collaborate with other Account Managers to facilitate the customer experience and contribute to the overall team's success. Proactively engage with existing customers to gain a comprehensive understanding of their needs and concerns. Establish and nurture positive relationships by utilizing personalized communication channels, such as phone calls, emails, and social media platforms. Customer Engagement Act as the primary point of contact for major accounts, fostering and maintaining robust relationships with customers. Analyze customer feedback and data to identify trends and opportunities for improvement. Problem Solving Address and resolve complex customer issues and escalations, ensuring timely and effective solutions. Lead initiatives to delight customers, going above and beyond to exceed expectations. Collaborate with cross-functional teams to implement creative and customer-centric programs. Strategic Oversight Address customer concerns and issues promptly, working closely with technical support and other departments to ensure swift resolution. Implement preventive measures to proactively address potential challenges. Develop and implement strategies to enhance account management practices and improve customer satisfaction. Performance Tracking Monitor account performance metrics, analyze trends, and report on key performance indicators to senior management Customer Advocacy Champion a customer-first mentality within the team, ensuring that customer needs and expectations are consistently met or exceeded. Collaboration Work closely with other departments (e.g., sales, technical support, operations) to ensure cohesive service delivery and alignment with client objectives. Qualifications Bachelor's degree in business, Communications, or a related field (or equivalent experience). Proven experience in account management or customer-facing roles within the telecom industry. Excellent problem-solving abilities and a proactive approach to resolving customer issues. Exceptional communication and interpersonal skills. Demonstrated ability to drive a customer-centric culture and manage client relationships effectively. Preferred Experience 5+ years customer interaction and problem-solving experience preferred. Working Conditions At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity. We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law. Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQfor further details. This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New Yorkis $40,791.00- $67,013.00/ year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.