Major Account Advocate

Major Account Advocate

About BCN

For more than 30 years, BCN has been a trusted telecommunications and technology solutions provider helping businesses simplify the management of their communications and IT services. As a leading managed service provider, BCN delivers comprehensive voice, network, cloud, managed IT, and technology solutions to organizations nationwide through a robust network of selling partners and direct customer relationships.

At BCN, exceptional customer experiences are at the center of everything we do. Our reputation is built on responsiveness, expertise, and a commitment to serving as a trusted advisor to our customers. As technology continues to evolve, our team remains focused on delivering innovative solutions and white-glove support that help organizations stay connected, productive, and competitive.

Position Summary

BCN is seeking a relationship-driven, highly organized Major Account Advocate to serve as the primary customer advocate for a portfolio of BCN's largest and most strategic accounts.

This concierge-level role is responsible for developing and maintaining strong, long-term relationships with key customer stakeholders while serving as a single point of coordination for service-related needs, inquiries, escalations, and strategic account support. The Major Account Advocate acts as the customer's trusted partner within BCN, proactively monitoring account activity, anticipating customer needs, and ensuring an exceptional end-to-end customer experience.

The ideal candidate is a skilled communicator and problem solver who thrives in a fast-paced environment and enjoys building meaningful relationships. Success in this role requires a strong customer-first mindset, attention to detail, accountability, and the ability to collaborate across multiple internal departments to drive positive outcomes for customers.

Key Responsibilities

• Serve as the primary advocate and day-to-day relationship manager for an assigned portfolio of BCN's major accounts.
• Develop trusted relationships with key customer stakeholders and maintain a deep understanding of their business objectives, priorities, and service environment.
• Deliver a high-touch, concierge-level customer experience focused on responsiveness, communication, and proactive support.
• Act as the customer's voice within BCN, ensuring concerns, requests, and opportunities are communicated effectively across internal teams.
• Coordinate and manage customer issues from initiation through resolution, providing regular updates and ensuring a seamless customer experience.
• Provide proactive account oversight, identifying trends, potential risks, and opportunities for service improvements.
• Collaborate with internal departments including Service Delivery, Repair, Billing, Provisioning, Engineering, Sales, and Operations to support customer needs.
• Facilitate customer meetings, service reviews, and business discussions to strengthen relationships and ensure customer satisfaction.
• Monitor customer satisfaction and take proactive steps to address concerns before they impact the customer experience.
• Support service implementations, upgrades, and account changes by coordinating resources and communicating expectations to stakeholders.
• Maintain accurate and detailed account records, customer interactions, and action plans within BCN systems and CRM platforms.
• Partner closely with account management, sales teams, and BCN selling partners to support customer retention, growth, and long-term success.
• Identify opportunities to expand BCN's relationship within assigned accounts and introduce additional products and services when appropriate.
• Develop a thorough understanding of BCN products, services, processes, and support resources.
• Contribute to customer retention initiatives and help drive overall account satisfaction and loyalty.
• Perform additional duties and special projects as assigned.

Qualifications

Required

• Bachelor's degree or equivalent professional experience.
• Minimum of three (3) years of customer success, account management, client services, customer care, telecommunications, managed services, or related experience.
• Demonstrated ability to build and maintain strong relationships with business customers and executive-level stakeholders.
• Exceptional verbal, written, and interpersonal communication skills.
• Strong problem-solving and critical-thinking abilities with a proactive approach to customer support.
• Excellent organizational skills and the ability to manage multiple customer relationships simultaneously.
• Strong attention to detail and follow-through.
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams.
• Experience using CRM, ticketing, or customer management systems.
• Ability to collaborate effectively across multiple departments and levels of the organization.
• Customer-centric mindset with a passion for delivering exceptional service experiences.

Preferred

• Experience supporting enterprise or strategic accounts in the telecommunications, managed services, technology, or related industries.
• Knowledge of voice, network, cloud, managed IT, or telecommunications services.
• Experience conducting customer business reviews and account planning activities.
• Understanding of service delivery, provisioning, repair, and billing processes.

Why Join BCN?

• Become a trusted advisor to some of BCN's most important and strategic customers.
• Play a visible role in customer retention, satisfaction, and long-term business growth.
• Work in a collaborative, customer-focused culture where relationship building and service excellence are valued.
• Gain exposure to a broad portfolio of telecommunications and technology solutions.
• Join an established industry leader with a strong reputation for delivering outstanding customer experiences for more than three decades.

Success in This Role

The most successful Major Account Advocates are proactive relationship builders who view themselves as an extension of their customers' teams. They anticipate needs, communicate openly, navigate challenges with urgency and professionalism, and consistently deliver an experience that reinforces BCN's reputation as a trusted technology partner.

This role is ideal for someone who thrives on building lasting customer relationships, solving complex challenges, and making a meaningful impact on customer success every day.

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Responsibilities

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Qualifications

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