Client Account Manager

Job Description

Job Description

Position: Client Account Manager (CAM)

Organization: Client Account Manager (CAM)

Classification: Exempt

Reports to: Manager of Client Account Services

Summary: The CAM is a customer facing support position focused on supporting the client’s experience with the lifecycle of Client Account Management. This includes primary contact for the client for all services, project management, invoicing, inventory management, contract management, vendor management, provisioning, reporting, and business intelligence. The CAM is chartered with delivering a complete consulting solution associated with network cost reduction, cost avoidance, savings and ROI and therefore ensuring recurring client satisfaction. This is accomplished by making recommendations relating to the client’s network infrastructure to streamline costs.

Levels: CAM, CAM II, Sr. CAM

Essential Functions and Qualifications:

• Account Management in serving as an extension of a client’s team
• Presentation skills
• Project management skills
• Telecom Troubleshooting skills
• Forensic analysis of telecom invoices inclusive of reviewing, auditing and validating correct contracted rates are in place
• Basic knowledge of telecommunications services and networks (voice, data, mobile, unified communications) 
• Microsoft Office competency and fluency in Excel
• Confidence in delivering in-person and web-meetings; including all levels/organizations within a client organization
• Managing large volumes of data in excel and application databases
• Navigating carrier portals (wireline/wireless)
• Knowledge of and understanding of pricing and benchmarking of telecom services

Preferred Competencies:

• General knowledge of the telecom industry
• General knowledge of business finance
• General knowledge of enterprise system integrations (i.e. AD/LDAP, SFTP, AP/GL/HR)
• Reviewing, understanding, interpreting and managing carrier contracts 
• Understanding of SAAS structure, architecture, and security
• C-Level presentation and interaction skills 

Major Duties and Responsibilities: 

• Presenting to C-Level and Executive Level management teams
• Provide constant external feedback to clients on savings opportunities and best practices
• Complete monthly and/or quarterly customer account review (i.e. Performance & Opportunities Review)
• Provide timely, detailed and accurate reporting to external and internal audiences 
• Perform and share with assigned clients recurring (monthly) updates and status on account 

  Skills and Abilities

• Ability to escalate effectively and manage vendors (both partners and non-partner vendors)
• Ability to communicate effectively (verbal, written, email) with customers, peers, direct and senior management
• Ability to diagnose, articulate, and provide solutions for client’s technical issues
• Ability to work as a facilitator on project plans – implementations and installs/disconnects
• Ability to leverage automation for efficiency and added customer benefit 

Supervisory Responsibility: While there is not a formal responsibility for personnel management, this role will work closely with various members of internal peer and management organizations and will need to take various leadership roles, internally and externally.

Work Environment: This position operates in a professional office environment. 

Position Type and Expected Hours of Work:  Days and hours of work are Monday through Friday, from 9:00 a.m. to 6:00 p.m. or alternatively from 8:30 a.m. to 5:30 p.m. You will also be tasked to ensure that any after hour escalations relating to the client are addressed. 

Travel: Some travel (locally or in the US) may be required to perform the critical functions of the job.

Required Education and Experience: 

• College Degree
• 1+ years in telecommunications and/or in the Telecom Management (TEM) and/or Managed Mobility Services (MMS) industries

Additional Eligibility Qualifications

• Work Authorization/Security Clearance (if applicable)
• Job contingent upon a background check

EEO Statement: It is our policy to provide equal employment opportunity to all individuals. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful. We are strongly committed to this policy, and believe in the concept and spirit of the law.

Vatic’ s policy is to provide equal employment opportunity to qualified persons without regard to race, color, religion, sex, national origin, age, known mental and physical disabilities, or veteran status. Federal and state laws require this, and we believe equal employment opportunity is simply good business practice.