Description:
The TEM Account Manager will lead a team of telecom management professionals in a client centric environment to ensure all contracted services are delivered in accordance with agreed process and procedures and within SLA guidelines. The TEM Account Manager is a client advocate and must foster strong working relationships within the client organization in order to understand and address client need.
Responsibilities:
- Act as designated point of contact for assigned clients, respond to client inquiries and requests
- Hold regular calls and meetings with assigned clients and internal team members
- Log all actions and minutes from each meeting and hold team members accountable for on time and quality delivery
- Prioritize and drive client based ad hoc initiatives through the client’s various support and development processes
- Understand client organization structure, internal business processes and financial control procedures in order to understand and address client needs
- Keep all process documentation up to date
- Monitor internal processes to ensure service levels are met and suggest continuous improvements
- Provide application training to clients and create user guides
- Coordinate with clients and internal teams to schedule testing and upgrade of software platform
- Assist clients in user acceptance testing
- Report on a regular basis service level agreements metrics
- Assist Global Service Delivery Managers in compiling quarterly review documentation, developing customer roadmap and promoting expansion of service and new products
Qualifications:
- Bachelor’s degree
- 5-7 years of experience in a customer-facing role, of which ideally 2-3 years are in telecom expense management, carrier account management/billing, inventory management or invoice audit
- Prior management experience not required, though ability to delegate and manage deliverables of a team is essential
- Strong Excel and problem-solving skills
- Customer-oriented, flexible and demonstrated tendency to go above and beyond
- Ability to prioritize and work under pressure
- Ability to communicate effectively with clients and internal team members at all levels and across functional and organizational boundaries
- Flexibility to work Central Time Zone hours when needed