- Own and grow a portfolio of assigned accounts, serving as the primary point of contact for day-to-day communications and escalations
- Conduct regular business reviews (QBRs) and proactive check-ins to assess satisfaction, surface needs, and strengthen relationships
- Identify at-risk accounts early and develop tailored retention strategies to reduce churn
- Execute outbound prospecting campaigns to generate net-new pipeline within existing accounts
- Identify and close upsell and cross-sell opportunities aligned to product portfolio
- Maintain accurate CRM records including activity logs, opportunity stages, and forecasted revenue
- Track, document, and report on key account metrics including MRR, churn risk, service tickets, and satisfaction scores
- Coordinate internally with operations, billing, and provisioning teams to ensure seamless service delivery
- Leverage working knowledge of telecom technologies (voice, data, fiber, cloud, UCaaS, SD-WAN) to advise clients
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