Hawaiian Telcom Hiring For Account Support Manager at Honolulu, HI, United States Full Time

Job Description

Aloha! Welcome to Hawaiian Telcom’s listing of current job openings. Hawaiian Telcom, the premier telecommunications company headquartered in Honolulu, offers Hawaii’s consumers and businesses a spectrum of telecommunication solutions, taking full advantage of proven and emerging technologies. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience.

We call the communities we serve home and giving back to these communities is an important part of our culture.

Hawaiian Telcom offers an amazing Mālama Hours Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens will be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.

Job Purpose

This position reports to the Sales Vice President – Carrier Services and performs account management, project management, and technical support functions and will work with account teams and the carrier services customers to facilitate the proper installation, configuration, and education of network services within the Carrier Services market. The Account Manager will manage a variety of specific Carrier Services projects including a number of non-strategic Carrier Services accounts within their base, to optimize project sales and implementation efforts, accomplish this through project management and team management of company personnel, and ensure professional performance to maximize customer satisfaction. This position is the technical support for all network or equipment services applications and implementations for the Carrier Services market. The Account Manager seeks to reduce nonproductive work through effective project management and will strive to meet and exceed customer expectations.

Attendance is required in this position.

Essential Functions

• 35%-Manages strategic account project implementation; assures the proper installation coordination for Carrier Services network services (e.g., DS1s, DS3s, OCn services, PRIs, TrunkAdv, LanAdv, F/R, ATM, etc.).; provides pre-sales and post-sales implementation systems, technical methods and procedures support, and ensures timely and cost-effective installation and maintenance relating to major complex projects within the Carrier Services process; tracks and measures the activity of personnel relative to product and services installations and presents status reports to Senior Account Executives, Team members, Carrier Services Business Unit Leadership team, and CBT management; supplies project management services to other Carrier Services projects as required, working across a variety of CBT processes to ensure adherence to project timeliness, goals, and customer requirements; works closely with customers on complex projects to demonstrate CBT commitment to an important customer and removes barriers to effective deployment of resources by helping to develop and review project plans and schedules, determining priorities as necessary, monitoring status and consulting on forecasted projects to ensure optimal operations direct all project team support in a consistent manner to ensure complete customer satisfaction and to continue to track and improve all customer project processes
• 20%-Provides Technical Support for Strategic Accounts; provides technical sales support for Carrier Services network services applications and implementations; designs all complex customer solutions for all Carrier Services market segments, providing both pre-sales and post-sales technical support; completely understands and manages all client business support issues and strategies
• 20%-Manages non-Strategic Carrier Services Accounts; manages Carrier Services customer relationship with assigned accounts; performs a variety of sales-related duties such as presentations and proposal preparation; is responsible for monitoring customer satisfaction results to ensure objectives are met and exceeded
• 15%-Provides Subject Matter Expertise on Specific Carrier Services Issues; updates all account contact personnel of Carrier Services network developments as they relate to the market segment; develops and maintains expertise in Carrier Services network services to assure proper configuration and installation of complex products and services; gathers information as appropriate for all of the Carrier Services market segments; focuses on new, innovative, complex applications and expanded capabilities of products and services
• 10%-Provides Single Point of Contact with Assigned Accounts and Projects; functions as customer advocate with Market Management, Operations, Network Engineering, and other processes; co-ordinates all assigned sales support resources to meet and exceed customer’s needs and to help develop and close sales when applicable; interact with all management levels regarding service support and resources including escalation

Education

• Four years of College resulting in a Bachelor’s Degree or equivalent

Experience

• 3 to 5 years of experience
• Demonstrated success in sales or sales support role at CBT or in a related business
• At least 5 years accumulated experience in sales and sales support role for major corporate concern
• Outside experience in complex telecommunications design needed
• Experience with management of complex communication projects desired

Special Knowledge, Skills, and Abilities

• Consulting skills – Ensure complete customer satisfaction for clients while meeting revenue growth objectives, through consultative selling, negotiation, sales process knowledge, and customer knowledge
• Planning skills – Develop specific customer strategies, plans, and offers for clients through planning and qualifying customer opportunities
• Personal effectiveness skills – Innovative, enthusiastic, good customer contact/sales skills and problem-solving skills, and develops individual competence and develops sales and support resources to achieve client plans through innovation, leadership, and resource management
• Technical skills- Continually grow technical capability and increase market and competitive intelligence for the client through self-management, product knowledge, business acumen, and industry knowledge
• Excellent office automation skills – Strong working knowledge of Internet, Carrier Services communications, network technologies, and trends, with a creative, innovative, enthusiastic, and organized style
• Project management skills – With a high degree of project management disciplines, knowledge of and experience with project management automation tools, and knowledge of services and the processes surrounding the operation

Miscellaneous

The Account Manager will have ultimate responsibility for the overall customer satisfaction regarding service installation coordination for a number of customer accounts within the Carrier Services market. The primary technical integrity of solutions for customers rests with this position. The technical integrity of solutions and their installations must be strictly maintained to ensure customer satisfaction and thereby customer retention and future sales. A proven problem solver will be able to achieve the greatest success in this position.

It will be critical to the Carrier Services accounts that on-time, cost-effective services are delivered on a consistent basis. Order activity will be measured both quantitatively and qualitatively. Installation and post-project evaluations will be performed, which will allow the Carrier Services to accurately assess the value that the Account Manager as a project manager is adding to the group. The incumbent is responsible for ensuring timely, profitable, and high-quality results on all projects managed. This position is expected to proactively analyze problems and anticipate constraints that might prevent effective applications of resources. The Account Manager will participate in all customer service decisions which impact their client base and will collaborate with the Carrier Services Business Unit Leadership Team to ensure that both overall client and CBT service strategies are being supported. This position must be managed effectively to enable strategic sales accounts to achieve revenue, profitability, and customer satisfaction goals.