[Hiring] SMB Account Manager @Ten4

Role Description

The Small/Medium Business Account Manager at OpDecision, a Ten4 Company, reviews wireless invoices and makes cost-saving recommendations to our small to medium-sized business customers. The ideal candidate will have experience building and maintaining business relationships with great customer service while delivering our service in a professional and timely manner. Knowledge of wireless carriers, plans, and features is a plus.

This position is responsible for interpreting mobility services data and tailoring recommendations to the needs of each individual client to improve their business and provide monthly cost savings in the area of mobility.

Essential Duties And Responsibilities:

• Download monthly wireless bills utilizing AT&T, Verizon, T-Mobile or other carrier portals.
• Verify wireless bills have been uploaded and scrubbed correctly through internal scrubbing tool.
• Prepare client audits and control reports by collecting, analyzing and summarizing the patterns and trends based on the compiled information.
• Complete all monthly client audits by specific due date, preferably three (3) days prior.
• Email monthly review audits to all clients by specific due date.
• Identify and provide continuous monthly cost savings solutions to meet the client’s expectations and exceed them.
• Identify opportunities for cost savings and customer service quality improvement.
• Communicate in a timely manner to specific projects, tickets, and deliverables in accordance with internal SLA.
• Resolve any issues that may arise and track all client specific processes.
• Assist in the collection and documentation of client’s requirements and maintain the knowledge base to current standards.
• Collaborate with various internal departments to ensure that all client requests, reports and tickets are fulfilled quickly and accurately.
• Work closely with the help desk support specialists assigned to client accounts to identify any issues occurring or potential customer service enhancements.
• Have at least 1 meeting weekly with help desk specialist(s) assigned to your account to review open tickets and issues.
• Always accurately represent OpDecision and services in a professional manner.
• Be the primary escalation point for issues for the help desk for your assigned customers.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree preferred.
• One to three years of experience in management, key account management or relevant experience preferred.
• Strong negotiation skills with ability to follow through on client contracts.
• Excellent communication skills both written and verbal along with strong interpersonal skills.
• Customer-centric, consultative and a passion for excellence in sales and service.
• Accountable, proactive and highly organized, with proven ability to juggle multiple accounts and tasks while maintaining sharp attention to detail.
• Experience working in fully remote positions is strongly preferred.
• Demonstrated ability to create and maintain a positive impression of OpDecision.
• Strong customer service skills for dealing with different types of end users.
• Critical thinking and problem-solving skills required.
• Capacity to work with limited supervision in the rapidly changing and fast-paced wireless industry.
• Advanced proficiency with Microsoft Office.
• Demonstrated ability to work independently and interact in a collaborative manner with other team members.
• Must be authorized to work in the United States for any employer.
• Must be able to read, write and speak English proficiently.

Requirements

This position pays $50k to start. Working hours are 8 am - 5 pm EASTERN DAYLIGHT TIME. This position can only accept applicants residing in the following states: MD, PA, AZ, FL, NJ, NC, TN, TX.

Benefits

• 4 weeks of PTO to start.
• 8 paid company holidays.
• Extra day of PTO for your birthday.
• Eligibility for benefits begins within the first 31 days.