Job Title: Account Manager

DQE Communications, headquartered in Pittsburgh, Pennsylvania, is a fiber-optic Internet and data network access provider for businesses and carriers in Pennsylvania, West Virginia, Maryland and Ohio. Established in 1997 as a division of the Duquesne Light Company, DQE started as a dark fiber infrastructure provider in the Pittsburgh metropolitan area, and since then has grown both its fiber footprint and product offerings to become one of the leading regional providers of secure, reliable, data network services. With its recent sale to GI Partners, a leading investor in the communications infrastructure sector, DQE has a renewed focus on growth, both in terms of increasing penetration within its current footprint and growing its network reach.

Job Summary:
The Account Manager is responsible for providing account management/sales support to assigned customers consisting of medium-sized enterprise clients, small service providers and resellers of DQE services. The Account Manager will ensure accounts are retained, services renewed, and additional revenue opportunities are identified and secured. This role is integral to DQE’s stated mission of providing fiber optic data services that are unequaled in the region. This is a hybrid in-office role, and the candidate must be local to the Pittsburgh area.

Key Job Responsibilities:

Completes account planning that includes managing growth and retention activities for all clients within the assigned account base.
Develop account profiles, account strategy and facilitate all required duties and tasks necessary to deliver a positive customer experience.
Identify, evaluate and secure orders in assigned accounts for opportunities to generate additional revenue through up-selling, proposals, ongoing marketing promotions, expiring services and contracts.
Facilitates customer order requests for moves, adds, changes, and disconnects.
Initiates orders and ensures that the orders have been completed in a timely and accurate manner to the customer’s satisfaction.
Monitors assigned account activities (e.g., Customer Alerts, trouble tickets, billing adjustments and collection reports) and follows up as necessary to research, facilitate, and ensure customer satisfaction.
Actively develops a sales funnel through ongoing communications to assigned customers.
Manages contractual obligations to ensure compliance is maintained with terms and conditions specified in contracts/Master Service Agreements
Formulates and presents solutions persuasively and effectively while linking benefits to the client’s business objectives and needs.
Actively qualifies opportunities by understanding the customer’s business, buying process, requirements, and expectations.
Responsible for producing new sales from current DQE customers. Must have a sense of urgency and respond to inquiries within established timeframes.
Achieving or exceeding targeted monthly quota goals.

Required Skills/Abilities:

Working knowledge of telecommunications industry, experience selling internet preferred.
Understanding of our product portfolio, including but not limited to, SD WAN, Voice & Unified Communications, SASE and Cybersecurity.
Strong verbal and written communication skills, utilizing various communication vehicles.
Active listening and interpersonal skills.
Conflict management/dispute resolution.
Energetic, positive, and customer-friendly attitude.
Aptitude to work in rapidly changing environment - desire to adapt to changing work requirements and multi-task.
Must be accountable and demonstrate a high level of concern for work output.
Proficiency in MS Excel and Outlook.
Experience with ERP and CRM Systems, preferably NetSuite and HubSpot.

Education and Experience:

Bachelor’s degree preferably in business or telecommunications or equivalent combination of applicable education/experience.
2+ years’ experience in direct sales/account management, up-selling, product positioning, and customer service to end user customers, preferably in telecommunications or technology industry.
Inside Sales, Outside Sales or Appointment Generating experience.
Experience selling a technology-based solution with a targeted monthly sales quota.

DQE Communications

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