Strategic Account Specialist

This position is for Sales Support Department only. GCI's Strategic Account Specialist will support GCIB Market Segments and Account Managers by providing focused attention to select high value and strategic customers. Ensure revenue is achieved in a timely manner by supporting all phases of customer experience and providing upsell recommendations to the account team. Support revenue retention by providing continuity at key points of customer interactions throughout GCI departments and ensure customer expectations and contractual obligations are met.

Focus Areas:

• Enterprise
• Government
• Wholesale
• Health & Education

Program / Project Coordination

• Manage key program coordinator duties, projects, and assigned resources within a matrix structure to include requirements management, service management, risk management, and stakeholder communications.
• Provide oversight for large complex projects often involving the coordination of activities of other business units throughout the company.
• Provide feedback to management on process improvements.
• Review, compile, and submit project scopes for accuracy, clarity, and thoroughness prior to submission to the PMO.

Inside Sales

• Achieve operational excellence by providing insights and recommendations to improve overall process and customer experience, identify trends, and provide feedback for system improvements.
• Establish program specific governance, reporting cadence, and applicable key performance indicators.
• Prepare and participate in account reviews and account audits with assigned Account Managers.
• Assist Account Managers with developing sales proposals, closing and ensuring sales are properly executed.
• Inside sales calls, respond to customer order requests, sell standard/basic products based on requirements set by Sales & Program Leadership.
• Identify appropriate products and services to meet customer needs and collaborate with Account Managers on solutions to customer requests, as needed.
• Enter opportunities, cases, and orders. 

Internal GCI Support & Compliance

• Manage contract compliance and contract deliverables for assigned strategic customers.
• Manage and track Business Technical Support or Service Delivery issues on behalf of the customers to include weekly or bi-weekly reporting to internal program and external customer as needed.

Customer Support

•    Work with internal and external customers to identify, troubleshoot, and resolve complex sales support questions, handling escalations for all business products and services while maintaining open communication with management.

• Process customer invoice requests and research customer escalated billing questions for all business products and services.
• Ensure data accuracy across platforms.
• Order entry for all business sales units, utilizing multiple platforms and tools to process and schedule customer requests.
• Manage complex orders from beginning to end and engage other departments where appropriate to make sure order keeps moving and billing begins and ends as requested.
• Proactively work towards getting orders closed through the billing system, including customer scheduling.

COMPETENCIES

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel, PowerPoint) to complete job duties effectively.
• Ability to make ethical and appropriate decisions.
• Demonstrated ability to foster cooperation and motivation across several teams.
• High level of interpersonal skills with the ability to develop positive rapport with internal and external customers.
• Proven ability to be a strong team player as well as an independent contributor to meet the goals and timelines for the department.
• Proven ability to manage teams without a direct report chain to high levels of performance while maintaining morale.
• Excellent written and verbal communication skills.
• Ability to explain business order, service, and account information to a broad audience.
• Ability to assist the management team in representing the department for planning and developing future products, processes, and systems.
• Ability to maintain confidential company, proprietary, and customer information.
• Understanding of FCC rules within USF E-Rate and Rural Healthcare programs, other government programs, and all SOX Compliance requirements preferred.
• Demonstrated experience managing customer expectations, mediation, dispute, and resolution.
• Ability to perform unique special work assignments under deadlines and operating constraints.
• Ability to conduct most work assignments under minimal supervision with a wide latitude of independent judgment.
• Demonstrated understanding and working knowledge of all areas of sales orders and sales support, including multiple billing systems and their invoices.
• Strong organizational skills with the ability to handle multiple tasks supporting multiple account managers.
• Excellent professional and technical management knowledge and ability to remain current within the industry.
• Demonstrated knowledge of data and information analysis to support and drive decision-making.
• Flexible and able to multitask; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities.
• Capable of supporting company initiatives involving the coordination of activities of multiple business units, departments, and technical disciplines. 
• Ability to exercise sound decision making and critical thinking skills.
• Ability to perform under pressure in a potentially stressful environment within deadlines.
• Advanced knowledge of telecom products and services, with in-depth knowledge of complex product offerings, including DIA, MPLS, ME, and Custom Network Solutions, with the ability to stay current on operational support for those products.
• Able to manage Master Service Agreement and Customer Service Level Agreements throughout GCI including Business Tech Support, Project Management, Customer Service, Field Services, and Strategic Management Office. 
• Proficiency with Salesforce Opportunity creation and managing contract and solutions cases throughout the sales process.
• Proficiency in Smartsheet, Confluence and Daylight to support project tracking and delivery. 
• Familiarity with Rosetta and GCI Internal Reporting systems to support customer requests and health of Program. 
• Familiarity with Oracle E-Business Suite reporting.

Minimum Qualifications

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Bachelor’s degree in Business, Project Management, or related field. *
• Minimum of three (3) years in telecommunications customer service and sales. *
• Including a minimum of (2) years of Enterprise-level inside sales, sales operations, Program Management/PMO, Project Management, Financial Management, or related experience. 

Driving Requirements:

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, customer sites, or other locations as needed.

Physical Requirements And Working Conditions:

• Ability to travel to customer/business locations across the state of Alaska required.
• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Work entails long periods of time in front of a computer screen and on the telephone. 
• Work entails dealing with upset customers and/or employees at times.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions. 
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary. 
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.  DISCLAIMER:  The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.

Required Training For Job Role:

Antenna Training: No Lifeline Training:  No 911 Training:  Yes FAR Training:  No FCC396:  No E-Rate & RHC Training:  Yes EEO:  2.3 WC:  8901 SOC:  132099