SMB Account Manager

Are you:

• A superior multi-tasker
• Extremely detail oriented
• Great at building and maintaining business relationships with outstanding customer service
• Driven to be successful, highly independent and accountable in a fully remote role
• Knowledgeable of wireless carrier plans and features from AT&T, Verizon or T-Mobile

If yes, the Small/Medium Business Account Manager at OpDecision, a Ten4 Company, may be the perfect fit!

This role reviews wireless invoices and makes cost-saving recommendations to our small to medium sized businesses customers.

The ideal candidate will have experience building and maintaining business relationships with great customer service while delivering our service in a professional and timely manner. Knowledge of wireless carriers, plans, and features is a plus.

OpDecision offers a great benefits package and 4 weeks of PTO to start! Remote work is just the beginning. Enjoy 8 paid company holidays, plus an extra day of PTO for your birthday! OpDecision offers a great benefits package and eligibility begins within the first 31 days.

We are searching for a candidate that can excel in a remote role. Working hours are 8am - 5 pm EASTERN DAYLIGHT TIME.

This position pays $50k to start. This position can only accept applicants residing in the following states: MD, PA, AZ, FL, NJ, NC, TN, TX

Job Title: SMB Account Manager

Reports To: Director of Client Services

Position Summary: The SMB Account Manager is responsible for interpreting mobility services data and tailoring recommendations to the needs of each individual client to improve their business and provide monthly cost savings in the area of mobility. This position is responsible for collecting and inputting wireless billing information, performing a detailed review and providing custom reports. The ideal employee will develop long-term business relationships with their key stakeholders to better understand their client, their business, and their overall objectives.

A successful SMB Account Analyst requires a high-level of attention to detail and self-motivation, all while under strict deadlines. The SMB Account Analyst will be responsible for a mix of Mobility Assist and Managed Services clients at the small to mid-sized level.

Essential Duties And Responsibilities:

• Download monthly wireless bills utilizing AT&T, Verizon, T-Mobile or other carrier portals.
• Verify wireless bills have been uploaded and scrubbed correctly through internal scrubbing tool.
• Prepare client audits and control reports by collecting, analyzing and summarizing the patterns and trends based on the compiled information.
• Complete all monthly client audits by specific due date, preferably three (3) days prior.
  • Email monthly review audits to all clients by specific due date.
  • Identify and provide continuous monthly cost savings solutions to meet the client’s expectations and exceed them.
• Identify opportunities for cost savings and customer service quality improvement.
• Communicate in a timely manner to specific projects, tickets, and deliverables in accordance with internal SLA.
• Resolve any issues that may arise and track all client specific processes.
  • Assist in the collection and documentation of client’s requirements and maintain the knowledge base to current standards.
• Collaborate with various internal departments to ensure that all client requests, reports and tickets are fulfilled quickly and accurately.
• Work closely with the help desk support specialists assigned to client accounts to identify any issues occurring or potential customer service enhancements. Have at least 1 meeting weekly with help desk specialist(s) assigned to your account to review open tickets and issues.
• Always accurately represent OpDecision and services in a professional manner.
• Be the primary escalation point for issues for the help desk for your assigned customers.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree preferred.
• One to three years of experience in management, key account management or relevant experience preferred.
• Strong negotiation skills with ability to follow through on client contracts.
• Excellent communication skills both written and verbal along with strong interpersonal skills.
• Customer-centric, consultative and a passion for excellence in sales and service.
• Accountable, proactive and highly organized, with proven ability to juggle multiple accounts and tasks while maintaining sharp attention to detail.
• Experience working in fully remote positions is strongly preferred.
• Demonstrated ability to create and maintain a positive impression of OpDecision.
• Strong customer service skills for dealing with different types of end users.
• Critical thinking and problem-solving skills required.
• Capacity to work with limited supervision in the rapidly changing and fast-paced wireless industry.
• Advanced proficiency with Microsoft Office.
• Demonstrated ability to work independently and interact in a collaborative manner with other team members.
• Must be authorized to work in the United States for any employer
• Must be able to read, write and speak English proficiently

About Ten4 & OpDecision

Since 1997,Ten4 (previously known as Distributed Computing)has been focused on business communications, specializing in wired and wireless voice and data networks, billing services and nationwide monitoring. Most effectively assisting multi-site, multi-state organizations,Ten4’sgoal is to help customers deploy effective, efficient and easy-to-use solutions. Business success depends on communication, and that’s our specialty.

Equal Employment Opportunity Policy

Ten4 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.