Senior Carrier Account Manager

GTT

About The Position

About GTT: GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications – anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. For more information, please visit www.gtt.net. Role Summary: The goal of the Carrier Account Management organization is to provide the highest level of account support to GTTs most strategic Carrier accounts in the Wholesale Division. This organization will support the top billing accounts on a named account basis and will also own a group of house accounts tasked with maintaining relationships and limiting churn exposure to ensure client satisfaction. As a Sr Carrier Account Manager, you will support the most valued and strategic customers and ensure each is achieving business value for every stage of their lifecycle. Provide exceptional customer service and act as the customer advocate in the organization with the goal of measurably improving customer satisfaction and reducing churn. Job Scope: This role is a mentor for other Carrier Account Managers. Has the knowledge and experience to assist other Carrier Account Manager with all tasks. Has proven track record with managing large or strategic account customer base.

Requirements

College degree and 5-7 years of strategic account management experience in a business-to-business environment with a technology solution; or 9+ years of strategic account management experience in a business-to-business environment with a technology solution; or an equivalent combination of education and professional level related experience required.
Understanding of value drivers in recurring revenue business models
Data and technology orientation
Technical ability to speak to customers
Cross-disciplinary collaboration skills
Experience in the technology or telecom sectors
Track record of cross-disciplinary team collaboration, influencing and effective stakeholder management
Ability to build compelling product use cases
Ability to effectively resolve complexity and overcome roadblocks to achieve tangible outcomes

Nice To Haves

Telecommunications experience -preferably in the Wholesale/Carrier space

Responsibilities

Responsible for retaining a list of named accounts and developing a proactive retention plan for circuits coming out of term, managing re-term activity with the account team or with the client with the primary focus on retaining and growing revenue and margin.
Coordinate quarterly business review (QBR) meetings for the named accounts.
Prepare report cards and any other necessary documentation for these QBR meetings and share with Stake holders in Sales and Vendor Management
Provide monthly and quarterly reporting regarding billing accuracy, delivery, ticketing, and performance for the named accounts.
Respond to billing inquiries for the named accounts, manage to resolution.
Evaluate and report on margin for account and any individual services
Assist Collections in Accounts Receivable management of named accounts.
Act as a liaison for escalation facilitating communication between the customer and the NOC or Service Delivery for unresolved issues.
Act as liaison for service delivery of new and re-termed services
Work with the customer and sales team to assist with MACD coordination.
Perform GTT web portal demos & training for assigned accounts.
Become extremely proficient regarding all GTT systems and processes that impact servicing the customer.
Responsible for being a SME in the organization and always looking for and working process improvement opportunities.
Coordinate with Quoting team and supplier management team and best possible solutions for margin improvement for upgrades, downgrades, and technology changes
Engage Supplier management to remedy customer disputes on: Service Level Agreements Outage Credits Start of Service disputes Cost of Service changes