Note: The job is a remote job and is open to candidates in USA. Mac Mountain LLC is a company that invests in fiber broadband networks and builds partnerships to enhance customer experiences. They are seeking a customer-focused Enterprise Account Manager to manage post-sale relationships with high-value accounts, ensuring satisfaction and account health.
Responsibilities
- Manage and grow relationships with enterprise accounts after sale handoff
- Handle Enterprise support tickets, account reviews, contract renewals, upgrades, disconnects, and service changes
- Own paperwork follow-through and proactive outreach to key accounts
- Lead legacy contractual cleanup efforts in coordination with the sales team
- Serve as a concierge-level resource for our highest-MRR customers
- Coordinate with Marketing & Community Engagement on residential/SMB markets where appropriate
- Scale enterprise account support across Mac Mountain's portfolio of fiber broadband brands and markets
- Support the ongoing soft launch and continuous improvement of the Concierge Services program by logging call outcomes, flagging recurring customer pain points, and contributing feedback to help refine scripts, workflows, and knowledge base content
- Conduct proactive outbound check-in calls with new customers to introduce the Concierge Services program, assess their streaming and connectivity needs, and ensure a positive onboarding experience following service installation
- Identify upsell and retention opportunities during customer interactions — including internet package upgrades, streaming credits, and expanded service tiers — and document outcomes accurately within B/OSS and supporting CRM systems
Skills
- Experience in B2B account management, customer success, or similar post-sale roles
- Strong organizational and administrative skills — you love dotting the i's and crossing the t's
- A service-first mentality with the ability to manage multiple enterprise relationships simultaneously
- Excellent communication skills and comfort working with municipal/enterprise clients
- Ability to work cross-functionally with sales, marketing, and operations teams
Benefits
- Benefits package including health insurance, paid time off, and retirement plan options (as applicable)
- Flexible remote work arrangement
Company Overview