Account Relationship Manager

Account Relationship Manager(ARM)Job summaryThe ARM’s primary function is client advocacy, by acting as a liaison between the client and the Sales and Service Delivery Team. The ARM represents and advocates for both the client interests as well as those of the company. The ARM needs to have a strong understanding of the clients’ organizational structure and business drivers to maintain focused Service Delivery. The ARM is responsible for providing the client with quarterly business reviews of the companie's service delivery performance. The ARM is responsible for providing the client with continual education of the company product suite and new developments in the company Expense Management space. Job ResponsibilitiesARM’s have three broad areas of responsibility: Revenue Retention and renewal for their assigned base of customers.
Uncovering up sell opportunities within their assigned base of customers.
Acting as the primary point of contact for news or updates, including any process, organization, or offering/service level changes.

Revenue Retention
This is the primary role of the ARM. Revenue retention is achieved by assuring the client’s needs and business practices are well known by the service delivery organizations and that the company is executing against all contractual obligations. Successfully comprehending the company's obligations and representing them in a professional manner is critical to overall customer perception and satisfaction.

Specific activities related to Revenue Retention include:
Understanding the production calendar, including client side and company side deliverables and activities
Reviewing and delivering any required monthly or periodic reports/updates
Monitoring service deliver progress during the month in conjunction with Operations and Service Delivery Management, identifying and escalating any issues and monitoring the repair efforts with the service delivery teams to ensure speedy resolution
Point of escalation on production issues
Reviewing, documenting, and submitting any requests for custom work, i.e. work orders
Reviewing the comapnie's monthly invoicing to ensure correct and collectable invoices are going out and any credits or discounts are being correctly applied
Positioning the company for contract renewal by understanding the termination clauses, timeframes, highlighting any unaddressed SOW items, and engaging the AE in a timely and informed manner
Conducting periodic business reviews (QBR, if held quarterly) to update the broadest possible client audience on the performance of the company Service Deliver. These may be in person meetings. These meetings also assist in Up Sell efforts.
Uncovering Up Sell OpportunitiesAs the primary relationship owner on the account the ARM is uniquely positioned to identify and probe for other business needs that the company may be able to address for the client. When opportunity is uncovered, the ARM engages the assigned AE or Agent to pursue the sales and contracting processes.
Specific activities related to Up Selling include:Understanding the % of the clients overall spend/carrier profile that the company handles
Understanding the client’s budget and budgeting process
Probing for ‘pain points” not addressed by our current service profile (e.g., we handle the wireless spend on IMS but not the devices)
Aligning the day-to-day contacts with the decision makers to ensure penetration at the right level
Primary Point of ContactCoordination with Operations and/or Marketing to ensure The company's message and organization is understood by the client contacts. Coordinating meetings to roll out new initiatives. This includes in-person meeting to review substantive changes, ensuring the appropriate internal resources attend.
Experience Required:Strong client relationship and/or Sales Support skills (5+ years)
Solid Telecom background (5+ years)
Strong project management skills (3+ years)
Ability to present complex executive level presentations
Vendor and Client contract management by analyzing T&C and SLA’s
Skill Required:PC, (PowerPoint, Word, Excel, Microsoft Project) Strong communication skills, strong analytical skills, issue resolution ability
Ability to execute and exercise independent judgment that assists the client.
Energetic self starter with a passion for the business and embraces change.
Interested?If you are interested in this opportunity, please email us a FORMATTED version of your resume including your time frame for starting a new job, "Account Relationship Manager" in the Subject line of your email, availability for phone and personal interviews, salary expectations, and the best phone numbers and times reach you.