First Orion is seeking an Account Manager to serve as the primary relationship owner for assigned accounts for our Branded Calling Solutions. The Account Manager drives the direction for the client and leads Account Planning sessions with all appropriate production, product and sales resources. The Account Manager works closely with the Client Delivery Team to ensure successful delivery of contracted services, scope and manage change, and communicate issue status and resolution. The Account Manager works to maximize revenue and productivity within assigned accounts.
The Account Manager must be able to build trust and rapport with clients. This comes from working with integrity and a sense of urgency to continually strive for the client’s success. It means doing what you said you would do within a reasonable time. The Account Manager is the primary voice of the client to the rest of the First Orion organization. The Account Manager must balance the client’s wellbeing with the best interest of First Orion. The Account Manager is consultative and provides feedback, insight and counsel even when it may not be what the client wants to hear. The Account Manager goes to bat for client needs within the walls of First Orion as a constant advocate to help clients and First Orion succeed.
We never want the client to come to First Orion with an issue when we know about it ahead of time. The Account Manager needs to communicate quickly and clearly about any issues and speak to the measures being taken to resolve the issue. The Account Manager should be seen as an integral part of the client’s extended team, a trusted advisor, and a critical component to the client’s ability to succeed.
What you’ll be doing:
Ensure your client(s) are achieving value from First Orion solutions
Identify, plan and grow revenue in your assigned base of accounts
Manage pipeline in First Orion CRM (Salesforce)
Develop trusted advisor relationships with key client stakeholders and executive sponsors
Track and forecast key client metrics (e.g. subscriber KPI’s)
Accurately forecast call volumes and expected revenue
Interface with the Client Delivery Team to:
Ensure quality delivery of production processes, reports and metrics,
Scope, manage and communicate changes, and
Manage and communicate issue status and resolution
Assist with project management functions when needed
Point of contact for escalations and challenging client requests
Interface with the Product Team for release management details to appropriately communicate to clients
Collaborate with other First Orion teams as needed
Prepare for and lead client sales meetings
Ensure First Orion and clients adhere to contractual obligations
Drive the definition of requirements for account-related projects as well as resolution of client services issues and seamless quality assurance of client deliverables
Own preparation of and lead the Quarterly Business Reviews
Lead contract renewals with focus on maximizing profits
Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
What you’ll need:
Excellent communication skills
MS Office experience
Experience with having a sales target
Proactive mentality
Previous sales and customer service experience
Exceptional organizational skills
Bachelor’s degree in business administration or related degree programs, or two to three years relevant experience
Bonus Points:
Previous experience in Client Services
Telecom/Mobile experience
Client management experience
Experience working with a CRM
Company Benefits:
Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we’re helping our teammates reach their wellness goals while at work. Add on generous health and…