Account Operations Manager

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Responsibilities

 

This position will be will be responsible for working with all operational organizations to ensure performance for assigned client accounts.  The individual will be responsible for account level management of assigned clients including financial performance, and technical performance including account level interface with the client(s), revenue management for client(s), escalation management, report submittal to clients, and periodic program review meetings with the client(s).  Performance measurements include client satisfaction, program growth, and escalation management. 

 

  • ACCOUNT MANAGEMENT:  Utilize sound business management and interpersonal skills to interface with Client management personnel concerning the Verizon Telematics services and products.  Function as the Point of Contact for issue resolution at the program level.
  • OPPORTUNITY IDENTIFICATION:  Develops new business or expands the product line with the client.  Explore potential areas for growth and expansion of Verizon Telematics services within assigned clients.  Engage Sales Team members as appropriate to support pursuit of the opportunity and presentation of proposals.
  • Issue Trak (internal ticketing system) Triage for Potential Customer issue, escalation as appropriate to the Executive team.
  • Direct all phases of client interaction post program launch.
  • Participate in the preparation of proposals, negotiation of contract changes and scope changes, program operating budget reviews, and financial terms/conditions of contract for each assigned client.
  • Act as primary client contact for program activities and leads program review sessions with client(s) to discuss performance.  Coordinate change management activities with the client(s) including release updates that may impact the client(s).

Qualifications

 

  • Education            B.S. or B.A or equivalent experience required.
  • Experience         5-7 years of experience in account management of large clients in a B to B to C environment.   Must have experience working with client organizations to identify areas of concern and satisfactions with product/service performance. 
  • Competencies   Must be familiar with Value Added Reseller account management and subscription based services. Must have excellent open and proactive written and oral communication skills.  Must have the ability to function as the Point of Contact for client program escalations and be capable of working within the company’s operational organizations to resolve client escalation, work in a matrix managed environment, develop and maintain exceptional business relationships with the client and be viewed as the client’s advocate within the company.   Must be capable of identifying new or enhanced business opportunities with assigned clients and engage appropriate Sales resources to complete the sale.  Must have strong customer service orientation and a working knowledge of business process development and improvement.

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.