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