Account Manager

First Orion is seeking an Account Manager to serve as the primary relationship owner for assigned accounts for our Branded Calling Solutions. The AM drives the direction for the client and leads Account Planning sessions with all appropriate production, product and sales resources. The AM 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 AM works to maximize revenue and productivity within assigned accounts.


The AM 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 AM is the primary voice of the client to the rest of the FO organization. The AM must balance the client's wellbeing with the best interest of FO. The AM is consultative and provides feedback, insight and counsel even when it may not be what the client wants to hear. The AM goes to bat for client needs within the walls of FO as a constant advocate to help clients and FO succeed.


We never want the client to come to FO with an issue when we know about it ahead of time. The AM needs to communicate quickly and clearly about any issues and speak to the measures being taken to resolve the issue. The AM 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 dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!

Learn More About First Orion:

First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.

• First Orion has been voted a Great Place to Work with top rankings in every category.
• Learn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video.
• First Orion Culture Cornerstones are at the core of everything we do here.

Disclosure:

First Orion is an Affirmative Action and Equal Opportunity Employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties, and responsibilities may change at any time with or without notice, based on the changing needs of our business.

This position is not eligible for employment-based immigration visa/status sponsorship . Employees are required to demonstrate proper work authorization as required by I-9 compliance.


First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion's immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law.