Wireless Device Account Manager

Ten4•Baltimore, MD

3d•$22•Remote

About The Position

The SMB Account Manager 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. This position is responsible for collecting and inputting wireless billing information, performing a detailed review and providing custom reports. The ideal employee will develop long-term business relationships with their key stakeholders to better understand the client, their business, and their overall objectives. A successful SMB Account Analyst requires a high-level of attention to detail and self-motivation, all while under strict deadlines. The SMB Account Manager will be responsible for a mix of Mobility Assist and Managed Services clients at the small to mid-sized level.

Requirements

Bachelor’s degree preferred.
One to three years of professional experience in roles with wireless carriers such as T-Mobile, AT&T or Verizon preferred.
Accountable, proactive and highly organized, with proven ability to juggle multiple accounts and tasks while maintaining sharp attention to detail.
Strong negotiation skills with ability to follow through on client contracts.
Capacity to work with limited supervision in the rapidly changing and fast-paced wireless industry.
Excellent communication skills both written and verbal along with strong interpersonal skills.
Customer-centric, consultative and a passion for excellence in sales and service.
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.
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

Responsibilities

Download monthly wireless bills utilizing AT&T, Verizon, T-Mobile or other carrier portals.
Convert invoices into Excel templates using internal propriety software 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.