Senior Carrier Account Manager

Role Overview

• 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

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

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible working arrangements