Détails du poste
Service Account Manager IV ? Wholesale Business Operations
Bellevue, WA : 10/15/2019
Service Account Management (SAM) is comprised of a team of SAMs that are responsible for providing a world-class on-boarding to Wholesale customers. The SAM will own and deliver on-boarding and go to market activities that will grow new and existing wholesale accounts. The Service Account Management team's key objectives will include: Engage and monitor sales funnel and support governance processes. Execute on implementation & deployment (on-boarding) plans. Create and execute on customer life-cycle support strategies. Review and prioritize sales readiness with new and existing accounts. Own and manage end-to-end support activities (billing and customer care inquiries, technical trouble shooting, etc.) through initial weeks of launch.
Partner with Business Development Manager (BDM) as an extended member of the commercial team to ensure sales readiness and support implementation plans that meet the customer’s expectations.
Act as the customer advocate while prioritizing the needs of the business to ensure a seamless go to market effort and minimize time between access to a production environment and revenue generation.
Participate and represent Operations in the funnel management and governance process.
Facilitate education and trainings for key customer personnel. Interface with customer’s designated Program Administrator in preparation for technical and commercial launch including: implementation, SIM and device management, system and API integration, subscriber support, billing and usage management, network education, technical troubleshooting, etc.
Partner with cross functional team to ensure 100% sales readiness by resolving customer inquiries on the first contact.
Engage with Product and Project teams in support of deployment and implementation activities.
Own and manage post mortem reviews and gather customer feedback, monitor and report time to revenue post technical implementation.
Superior communication, presentation, and interpersonal skills.
Demonstrated ability to learn, access and analyze various types of businesses, operations and structure.
Remain attuned to market trends and general developments within customer’s industry, as well as within the wireless industry
Customer oriented and committed to 100% customer satisfaction
Should possess leadership qualities and knowledge, ability, focus and skill to provide superior business sales & support
Strong organizational and time management skills with ability to manage highly complex and/or critical customer issues
Minimum of five years business experience including prior customer portfolio management in either customer service or sales.
8+ years of relevant work experience with at least: 5+ years’ experience leading cross-functional teams in the implementation of services, products or process improvement OR 5+ years operations experience supporting systems, networks, and/or accounts
5+ years telecommunications industry experience with a wireless communications provider is preferred
Understanding of IT systems and operations, including billing, mediations, and middleware
Proficiency in analyzing, developing and implementing operational KPIs and financial analysis
Experience working in the IoT, M2M, MVNO, and/or MVNA industry
Wireless Telecom (GSM, UMTS, LTE) network architecture and wireless service experience
Bachelor Degree in MIS, Engineering, or related field
Strong executive presence
Legally authorized to work in the United States
Pre-employment background screen.