Commercial Sales: Account Manager

About Lightcurve (formerly Rainier Connect)

Lightcurve (formerly Rainier Connect) is a privately held company headquartered in Tacoma WA. With a 100-year history of offering connectivity solutions to the communities it serves, Lightcurve has established a reputation as a customer and service-oriented enterprise. In 2020, Lightcurve entered into a long-term partnership with the City of Tacoma to operate the city-wide high speed internet network providing competitive broadband in Tacoma, now representing the largest market served by Rainier Connect. In 2023 Lightcurve closed on a transaction to be acquired by Palisade Infrastructure (“Palisade”). This investment will allow Lightcurve to rapidly invest in modern fiber-optic broadband networks in both existing markets as well as in several expansion markets, bringing the latest in high-speed reliable broadband solutions to its communities. Lightcurve is committed to delivering the best internet experience at home and at work. The company will combine the latest and most reliable fiber optic technology with a promise of transparency and trusted service from people who live and work in the communities we serve.

Position Summary

This is a highly visible and impact driven service role to our most valued and strategic customers in our footprint.  We seek a self-directed, highly organized individual that can bring daily energy to a fast-paced environment.  Successful track record managing platinum accounts is highly valued.  Understanding networking technologies and architecture, billing, and product capabilities is critical, and a commitment to delivering best in class customer satisfaction is paramount to success.

While the company is headquartered in Tacoma WA, we expect this role to be deeply engaged and present in all the communities served by the company in Washington state and the Pacific Northwest. We welcome and promote a healthy hybrid work environment where the individual can work with the right balance of time in the office, time in the market and time working from home.

Key Responsibilities

Serve the customer:  This position will run point for existing customer moves, adds, changes, and disconnects to their account.  In addition, the account manager will play intermediary role and advocate for internal support and urgency to bring swift closure to billing challenges, trouble ticket resolution, product capabilities, and other work to create the best customer experience.  A third element to the position is renewing customer contracts, updating MSA and SLA information, assisting at times on bridging communications between implementations/installation teams and the customer and/or their vendors.  Partnering with sales executives in a complimentary fashion will be needed so the customer has multiple connection points within the company and Lightcurve has depth in the account.

Life Cycle management:  Consistent, accurate and timely logging of account actions and notes into CRM is required.

Troubleshoot:  Being able to demonstrate success listening to customers and helping them articulate what they need in terms of additional support for their account.  Being proactive and organized in setting up quarterly business reviews with key target accounts will be expected in this role.

Consistent Performance:  This position requires the ability to consistently execute daily in order to exceed customer expectations.

Brand Ambassador:  This role may require interactions with high profile public officials, C Level executives, and important customer vendors as well as representing Commercial team with internal stakeholders.  Exercising diplomacy, candor, and professionalism at all times is a must.   

Cross functional collaboration: across various teams and groups in the company, always emphasizing proactive communication and a bias for action. Partner effectively with technology, sales, service, and other functions to help deliver results for the company.

Be a strong advocate for company values: Be a part of and help grow the company’s culture that promotes a strong, inclusive, and team and performance-oriented work environment.

Measuring success

• Maintain the revenue in assigned base accounts. Proactively renewing accounts and minimizing reduced MRC, disconnects, and account churn.
• Quickly resolving billing discrepancies, outages reports (RFO), customer follow up.
• Participating in all team meetings, trainings, and other company functions.
• Contributing to and developing a performance and results oriented culture.
• Behaviors that are aligned with and strengthen company values.

Experience and qualifications

• 10+ years of demonstrated success in strategic selling role or account manager role.
• Expertise in establishing credibility and trust within diverse customer types is highly desirable.
• Impeccable organization skills to ensure timely follow up and closure to customer concerns.
• Minimum High School diploma required. Additional classes, training, experience, or awards from achievement in your craft helpful.
• Must be able to be on customer premise in the field (in person) and have a valid drivers license and reliable transportation.
• Basic computer skills with MSFT Office suite and CRM utilization needed.

Base Salary Range: $85,000-$100,000

MBO Annual Target:  $20,000