Enterprise Account Manager

This is a fully remote position, open to applicants in Vermont.

📋 Description

• Act as the main point of contact for enterprise accounts post-sale, overseeing and enhancing relationships throughout the contract lifecycle.

• Facilitate introductions, onboarding sessions, and continuous business reviews for VIP and top-MRR accounts.

• Deliver exceptional service by proactively addressing needs, following up on tasks, and collaborating across departments.

• Sustain local and regional connections with municipal officials, key institutions, and community stakeholders.

• Manage enterprise support escalations from start to finish, coordinating with network engineering, operations, and billing teams.

• Review enterprise service agreements, identify gaps and expirations, and prioritize necessary actions.

• Oversee the cleanup of legacy contracts in collaboration with sales and legal teams.

• Keep accurate records of enterprise contacts across B/OSS and CRM systems.

• Handle documentation related to service orders, amendments, upgrades, downgrades, and disconnections.

• Oversee the quarterly enterprise renewal schedule and push renewals to completion.

• Develop and implement retention strategies, including identifying at-risk accounts, creating save offers, and conducting win-back outreach.

• Manage enterprise disconnects and collections in partnership with the finance team.

• Administer cancellations and early termination fees.

• Oversee pricing modifications, rate changes, copper-to-fiber transitions, and legacy rate migrations.

• Identify and record upsell and expansion opportunities.

• Document and enhance workflows, templates, and knowledge base content.

• Report on account health, renewal pipeline, churn, and enterprise MRR to leadership.

• Scale enterprise account support across Mac Mountain’s fiber broadband brands and markets.

• Collaborate with network engineering, operations, billing, sales, marketing, and finance teams.

⛳️ Requirements

• Proven experience in B2B account management, customer success, or a comparable post-sale role.

• Familiarity with contracts and commercial documents—ability to read them thoroughly, track terms and dates, and recognize when to involve legal.

• Strong organizational and administrative capabilities.

• Service-oriented mindset with the ability to manage multiple enterprise relationships concurrently.

• Exceptional written and verbal communication skills, including confidence in discussions regarding billing, pricing, and cancellations with municipal and enterprise clients.

• Proficient in CRM and billing/OSS platforms, with a commitment to maintaining accurate records.

• Ability to work collaboratively with sales, marketing, finance, and operations teams.

• Self-motivated in a role where processes are still being established, with the discretion to determine what to standardize and what to escalate.

• Preferred background in telecommunications, broadband, ISP, or another infrastructure-services industry.

• Experience in supporting municipal, co-op, education, healthcare, or other public-sector accounts is preferred.

• Familiarity with enterprise connectivity products and terminology, including dedicated internet access, transport, SLAs, and voice services is preferred.

• Experience in contract remediation, billing audits, or collections is preferred.

• Ability to sit for extended periods.

• Willingness to travel as required.

• Authorization to work in the United States.

🏝️ Benefits

• Comprehensive benefits package that includes health insurance, paid time off, and retirement plan options (where applicable).

• Flexible remote work arrangement.