Retail Account Manager

Job Summary:

The primary focus as a Retail Account Manager is to manage and maintain assigned accounts, grow module billed revenue base, and reduce churn. This role involves inbound/outbound customer engagement, managing mid-to-large size enterprise business customer base. The role requires 2–5 years of B2B/inside account management and Telco-sales experience, and proficiency in CRM systems. The Account Management role is a remote position, with occasional in-person presence in our Houston, TX office. 

Competencies:

• Values & Accountability: Adheres to company policies, embodies Logix values, and delivers accurate, high-quality results with reliability and ownership.
• Expertise & Execution: Demonstrates strong role proficiency, continuously builds domain knowledge, and executes responsibilities effectively.
• Strategic Awareness: Understands organizational strategy and the broader value chain, contributing to both tactical execution and strategic discussions.
• Customer Focus: Maintains a customer-centric mindset, recognizing the impact of work on the overall customer experience.
• Communication & Risk Management: Communicates clearly and proactively, seeks alignment, and identifies and escalates risks in a timely, constructive manner.
• Collaboration & Outreach: Works effectively across teams and performs outbound and inbound cold calling with professionalism and persistence.

Supervisory Responsibilities:

• None

Logix Culture:

Each team member has a responsibility to support and operate in alignment with our culture and company values. The behaviors and actions for each value may be different depending on the team member’s role and are critical to both the success of team members and the company.

Duties/Responsibilities:

Account Management

• Maintain and grow revenue within existing customer base while continuing to reduce churn.
• Manage the sales funnel from initial prospecting through close, including coordination and support of RFP responses.
• Conduct prompt follow-up on inbound inquiries to identify and convert new opportunities.
• Maintain detailed and up-to-date records of all Account and pipeline activity within the LOGIX CRM (calls, notes, stages, etc.).
• Consistently achieve monthly and quarterly targets for pipeline generation and qualified opportunities.
• Customer account maintenance including renewing term agreements keeping assigned account base revenue under term at 81% of the account base threshold.
• Responsible for managing all Top Accounts and scheduling quarterly engagements.
• Manage entire account base and make any necessary changes in a timely manner, including working cross-functionally with internal departments, as necessary.
• Responsible for managing assigned Top Accounts and scheduling quarterly engagements.
• Expected to complete first invoice reviews for all new accounts within the first 30 days of billing.

Consultative Selling

• Assess customer technology needs and deliver tailored solutions, including dedicated internet and portfolio offerings.
• Quickly develop technical product knowledge to confidently communicate value propositions and address objections, competitive positioning, and FAQs.
• Qualify customer needs and align them with appropriate LOGIX solutions, ensuring effective handoff to the sales team when applicable.
• Build credibility and trust with customer base through insightful, solution-oriented conversations.
• Develop a deep understanding of LOGIX buyer personas and their pain points to enhance engagement effectiveness.

Relationship Building

• Develop and maintain long-term relationships with customers to support retention and account growth.
• Deliver a positive, trust-based customer experience from initial contact through the account management process.
• Be a trusted advisor, supporting customer account needs and services.

Team Collaboration & Development

• Participate in team meetings and contribute to a collaborative, high-performing account management, and sales environment.
• Engage in performance reviews and goal-setting activities, incorporating feedback to continuously improve account management effectiveness.
• Work in structured environment including staff meetings, one-on-ones, and trainings
• Perform additional duties and responsibilities as assigned.

Required Skills/Abilities:

• Metrics-driven professional with the ability to manage multiple priorities effectively in a fast-paced, dynamic environment.
• Strong verbal and written communication skills, including confident presentation and active listening abilities.
• Demonstrates creativity and persistence in engaging executive-level decision-makers through strategic outreach.
• Self-motivated and proactive, with the ability to work independently in a high-growth, evolving organization.
• Proficient in Microsoft Office Suite and experienced with a variety of web-based tools and platforms.
• Reliable and punctual, with a strong commitment to consistent attendance and accountability.
• Valid driver’s license with a clean driving record.
• Proven experience in account management.
• Familiarity with CRM platforms such as Microsoft Dynamics and HubSpot is a plus.
• Inside sales experience preferred.
• Experience in data center environments is a plus.
• Maintain confidentiality of all customer and company information.

Educational Requirements:

• Preferred Bachelor’s degree
• 2-5 years prior account management or B2B sales experience preferred
• 2 years of Telecommunications experience preferred.

Physical Requirements:

While performing the essential functions of this role, the employee is regularly required to communicate effectively with others. This position involves extended periods of working in the field prospecting, as well as working at a desk using a computer. This role may require moving within office or client environments as needed. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.