Retail Account Manager

Retail Account Manager

Location: Los Angeles, CA (Hybrid)

Reports to: National Manager of Retail Account Managers

About Us: Zentro is one of the largest independent internet service providers focused exclusively on multi-dwelling units (MDUs) in the United States. Following our recent merger with BAI Connect, Zentro now serves over 100,000 subscribers across key markets including Chicago, Los Angeles, and Detroit. We specialize in delivering bulk internet and managed Wi-Fi solutions purpose-built for apartment communities, high-rises, and mixed-use developments. Our fully owned network infrastructure, resident-first support model, and tailored technology stack enable us to offer a refreshingly different alternative to legacy providers - one rooted in simplicity, reliability, and satisfaction.

Role Overview

As a Retail Account Manager in sales, you will play a pivotal role in growing relationships with retail clients to drive sales and achieve sales targets. Approximately three-quarters of your work time will be spent traveling (locally, not overnight) or working on-site at customer locations, while the remaining 25% is typically spent in an office, remote, or hybrid setting. This role combines client relationship management, sales execution, and market analysis to maximize business opportunities within the retail portfolio. You will be responsible for establishing and maintaining strong relationships with property managers, acting as a consultative resource, addressing, and resolving issues, and discovering new opportunities to manage long-term revenue growth. Must align efforts across Support and Sales departments to deliver a seamless client experience. If faced with customer dissatisfaction, Account Managers are expected to quickly respond to the client and work with proper departments to resolve.

Essential Duties and Responsibilities:

• Client Relationship Management: Manage sales objectives to achieve or exceed sales targets. Identify new sales opportunities and increase penetration rates throughout the retail portfolio. Establish and nurture strong relationships with property managers and property owners, serving as a trusted advisor and resource for telecommunication and entertainment needs. Responsible for identifying new property interest for network installation, upgrades, and conversions. Coordinate with internal teams such as Marketing, Field Operations, and Support to ensure client needs are met. Monitor retail market trends, competitor research and offers to recommend sales strategies.
• Issue Resolution: Act as the primary point of contact for property managers to address and resolve any service-related requests promptly and effectively, ensuring an elevated level of customer satisfaction.
• Property Visits: Regularly visit high-value properties to assess service quality, gather feedback, and strengthen client relationships. Educate partners and prospects on Zentro internet benefits and differentiators. Become the preferred ISP within portfolio by fostering relationships with partners. Organize and participate in retail events, building launches, and training sessions to boost brand awareness and sales. Ensure marketing material is up to date and gain partners to drive new customer sales. Leverage the relationship to increase brand recognition with existing customer bases.
• Communication: Maintain clear and consistent communication with property managers to keep them informed of updates, promotions, and new services that may benefit their properties. Research, manage simultaneous communication internally and externally to resolve incidents.
• Reporting: Prepare regular reports on client engagement, issue resolution to provide insights for strategic decision-making. Maintain detailed notes on communication and marketing efforts in CRM. Aid partners with account access, portal navigation, invoice review, and billing adjustments. Market Research (occupancy, demographics, competitors offer, etc.) needed to effectively market and target customers at assigned properties. Identify opportunities for a competitive sales approach and make recommendations. Drive sales to increased month over month productivity and positively. Use CRM data and performance metrics to improve service and encourage long-term relationships. Primarily responsible for keeping partner contact information updated within the CRM.

Qualifications

• Bachelor's degree in Business, Marketing, or a related field (preferred).
• Proven experience in account management, preferably in the telecommunications or property management industry.
• Strong communication, negotiation, and interpersonal skills.
• Ability to work independently and as part of a team.
• Exceptional problem-solving skills and the ability to handle challenging situations with professionalism.
• Willingness to travel up to 75% within the region (locally, not overnight).
• Proficiency in Microsoft Office Suite.

Compensation

• $53k-$60k annually + variable performance incentives
• Health, Dental, and Vision benefits; paid vacation, sick leave, and holidays

Schedule

• This is a hybrid work position

Zentro Internet is an Equal Opportunity Employer; employment with Zentro Internet is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.