Service Account Manager

Location: Richardson, TX

Department: Client Services

Type: Full Time

Min. Experience: Mid Level

Summary:  Responsible for the management and support of customer accounts.  The Service Account Manager (SAM) will collaborate with departments and internal resources to continually improve upon the customer experience. In addition, the SAM will work closely with the Relationship Account Manager (RAM) to provide superior customer service.

Essential Responsibilities:

  • Interface with the Relationship Account Manager to achieve customer’s objectives.
  • Primary escalation point for issues or activities on the account. Working with appropriate resources, ensure timely resolution. Will seek direction from management for resolutions as required.
  • Lead and expedite the root cause analysis process. Complete root cause analyses for escalations. Will provide constructive feedback on process improvement.
  • Responsible for managing recurring reporting activities within Service Level Agreements and Key Performance Indicators. This requires an in-depth knowledge of the account.
  • Lead customer initiated projects. Manage timelines and resources.
  • Onboard new customers including, but not limited to, provider billing, LOAs, Authorized Order Placer training, etc. Work closely with Implementation Team, Reporting, Optimization, etc. to ensure timelines are adhered to.
  • Maintain good working relationships with Account Teams and internal departments. Work closely with Account Team in achieving customer satisfaction goals.
  • Set goals and objectives for self that include stretch goals to continue business/professional development and personal growth.
  • Other duties as assigned.

Core Competencies:

  • Service Account Management.
  • Customer service.
  • Communication skills (oral and written).
  • Prioritization/organization skills.
  • Problem solving.
  • Process improvement.

Qualifications:

  • Understanding of telecommunications (wireline, wireless) and utilities.
  • Minimum 2 years as a Service Account Manager.
  • Must be able to resolve practical problems. Able to interpret instructions in written, oral, diagram or schedule form.
  • Must be able to calculate figures and amounts such as discounts, interest and percentages.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experiences:

Minimum two (2) years related experience and/or training, or an equivalent combination of education and experience.

Language Ability:

Ability to read and interpret documents such as contracts, client solutions, and procedure manuals. The ability to write routine reports and correspondence; as well as, speaks effectively before client groups.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, and percentages.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office products, Crystal reporting, Salesforce, and Advantix Solutions Internal software; preferred.

Certificates and Licenses:

Valid driver’s license

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and peripheral vision. While performing the duties of the job, the employee is regularly required to sit, use hands to finger, handle or feel; reach with hands and arms and talk and hear. The employee is occasionally required to stand, walk, climb or balance and stoop, kneel, crouch or crawl.

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