Director of Global Account Management
Based in either Boston MA or UK, London or Leicester - Midlands
Duties involve managing a dedicated team that is responsible for overall account management of our clients that include proactively pursuing customer upgrades and contract renewals, managing incoming change order requests, addressing customer problems and retention issues, owning billing and invoice accuracy and more. Due to the current size of the company and team, this position will involve a combination of management oversight and actual hands-on customer involvement performing some of the team’s duties.
Work is well above average difficulty and includes many aspects of the account management area of the business. Work is performed under general supervision and this role requires considerable initiative and independent judgement with dealing with customer issues; and, also with making recommendations regarding the team’s organisation and interactions within the company and with our clients.
Essential duties and responsibilities:
Manage the account management team that is responsible for overall account management; these team members are responsible for a monthly sales quota on upgrades of existing customers, handling and processing incoming customer service and order inquiries, addressing customer satisfaction and retention issues, performing quality validation on newly processed orders, accuracy of monthly bills and more.
Position will be split between management of the group and performing as a team member.
Develop and manage the account management/customer service team, and provide leadership focused on current and future state
organisation that addresses optimal structure, business process and efficiencies.
Contribute toward establishing the monthly sales quota goals for the team, as well as, providing oversight and direction to enable
the team to be successful to meet those objectives.
Establish and manage a formal process for proactively pursuing client contract renewals.
Strengthen and standardise the order intake process for change/disconnect orders.
Implement quality control steps on all newly fulfilled orders to ensure billing accuracy of those orders; work with the appropriate
groups to resolve any identified order/billing issues that may come up.
Process credit requests, ancillary billings, refund requests, and any corrective billing actions.
Establish and enforce an SLA standard for all account management events.
Strengthen customer interactions with the goal of increasing satisfaction and reducing customer churn.
Provide escalated support, training and assistance to team members.
Monitor individual performances within the team, provide guidance where appropriate, and maintain accountability.
Prepare reports and/or present relevant data in a timely, accurate, and user-friendly format that is appropriate for the desired result.
Utilise a continuous assessment and improvement model so that the group will evolve as customer, company and market
Articulate in a clear and professional manner any systems, process or product improvement opportunities to the appropriate audience.
Work with the leadership throughout the organisation with the objective to identify and implement improvement opportunities that will result in the best possible customer service.
Frequently engage with company leadership to ensure alignment on the strategic direction for the group with a focus on efficiency and customer experience – specifically around increasing revenue and renewals, eliminating waste, reducing human errors, gaining efficiencies at all levels, and increasing customer satisfaction and retention.
Continually strive to identify risks with an objective to mitigate their impact.
Ensure that knowledge base records and other literature are documented and maintained.
Continually strengthen knowledge of corporate business process flow and support systems.
When it is safely feasible, travel will be required from time-to-time in order to gain a deeper understanding of our customer needs and to build internal company relationships.
Bachelor's degree (BA/BS) or equivalent from four-year college or university.
Ten (10) or more years of experience of telecommunications, managed service provider (MSP), Software as a Service (SaaS), or other technology-based business work experience is required.
Five (5) or more years of management experience; preferably in account management, billing management or customer service/support.
Possess a track record of willingness and ability to work collaboratively and effectively across departments and boundaries to develop strong relationships and drive business transformation.
Proven ability to lead and inspire, excellent interpersonal, collaborative and communication skills.