SMB Account Manager
About The Position
The SMB Account Manager interprets mobility services data and tailors recommendations to each client to improve business outcomes and provide monthly mobility cost savings. The role collects and enters wireless billing information, reviews bills in detail, and prepares custom reports. The Account Manager develops long-term relationships with client stakeholders to understand their businesses and objectives, and supports a mix of small- to mid-sized Mobility Assist and Managed Services clients. Success requires careful attention to detail, self-motivation, and meeting strict deadlines. This is a remote role with working hours of 8 a.m. to 5 p.m. Eastern Daylight Time. Applicants must reside in Maryland, Pennsylvania, Arizona, Florida, New Jersey, North Carolina, Tennessee, or Texas. The starting pay is $50,000.
Requirements
- One to three years of experience in management, key account management, or relevant work is preferred.
- Strong negotiation skills and the ability to follow through on client contracts.
- Excellent written and verbal communication and strong interpersonal skills.
- Customer-centric, consultative approach and a passion for excellence in sales and service.
- Accountable, proactive, and highly organized, with the ability to manage multiple accounts and tasks while maintaining attention to detail.
- Strong customer service skills when working with different types of end users.
- Critical-thinking and problem-solving skills.
- Ability to work with limited supervision in a fast-paced, changing wireless industry.
- Advanced proficiency with Microsoft Office.
- Ability to work independently and collaborate with team members.
- Authorized to work in the United States for any employer.
- Proficient in reading, writing, and speaking English.
Nice To Haves
- Bachelor’s degree preferred.
- Experience working in fully remote positions is strongly preferred.
- Knowledge of wireless carriers, plans, and features is a plus.
Responsibilities
- Download monthly wireless bills from AT&T, Verizon, T-Mobile, or other carrier portals.
- Verify that wireless bills have been uploaded and scrubbed correctly through the internal scrubbing tool.
- Prepare client audits and control reports by collecting, analyzing, and summarizing patterns and trends in compiled information.
- Complete monthly client audits by their due dates, preferably three days in advance.
- Email monthly review audits to clients by the specified due dates.
- Identify and provide ongoing monthly cost-saving solutions that meet or exceed client expectations.
- Identify opportunities for cost savings and improved customer service quality.
- Communicate promptly about projects, tickets, and deliverables in accordance with internal service-level agreements.
- Resolve issues and track client-specific processes.
- Help collect and document client requirements and keep the knowledge base current.
- Collaborate with internal departments to fulfill client requests, reports, and tickets quickly and accurately.
- Meet at least weekly with help desk specialists assigned to client accounts to review open tickets and issues, and identify potential service enhancements.
- Represent OpDecision and its services professionally.
- Serve as the primary escalation point for help desk issues involving assigned customers.
- Perform other duties as assigned.
Benefits
- Four weeks of paid time off to start.
- Eight paid company holidays.
- An additional day of paid time off for the employee’s birthday.
- Benefits eligibility begins within the first 31 days.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
