TEM Account Manager

» TEM Account Manager
Finance & Accounting
in Philadelphia
, PA
Reference: 19-01934
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