Senior Customer Account Manager

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for supporting Comcast Business Services in efforts to retain and grow our existing customer base. Act as a business partner to existing customers, with an emphasis on driving increased sales and revenue over telephone, while enhancing customer satisfaction through regular contact and problem resolution. Works with moderate supervision/guidance. Is accountable for individual results and impact on team.

Job Description

Core Responsibilities

• Consistently meet and exceed on goals commensurate with job level to include high close ratios, incrementally higher revenue, and multi-product business solutions sell in.
• Upsell our advanced product suite, which includes the Business VoiceEdge, Dedicated Internet, and Comcast Business Mobile, to existing small and medium-sized business customers.
• Focus on Base customer growth and retention, in the Mid-market segment, to include advanced product upgrades and sales.
• Lead and conduct biannual account review with midmarket customer base to assess ongoing business needs.
• Conduct regular reviews and process government accounts to include purchase and sales orders.
• Consistently and regularly conduct interactions digitally with base of SMB customers.
• Prepare sales documentation for advanced products and work with Sales Engineering and Customer Project Management teams to complete customer solution design and implementation.
• Maintain and master knowledge of billing system order entry process to directly enter customer upgrades real time.
• Provide testing and feedback to assist with deployment and adoption of new products, incentives, systems, and other changes into the sales channel.
• Retain business customers by mining and growing accounts through solution based selling and account management via the telephone.
• Make outbound calls to accounts to achieve sales quota metrics.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Preferred Qualifications:

• MS Suite Experience
• MS Teams Proficiency
• Salesforce
• MS Outlook Proficiency
• Comcast Business Advanced Business Solutions experience
• Billing Tools experience
• Inbound/Outbound Call Center experience
• Dedicated Internet Sales Experience

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Skills

Adaptability, Communication, Critical Thinking Problem Solving, Customer-Focused, Persuasion, Professional Integrity, Resilience, Technical Knowledge, Workplace Organization

Compensation

Base Pay: $19.59

Total Target Compensation (Base Pay plus Targeted C