SMB Account Manager

• A superior multi-tasker
• Extremely detail oriented
• Great at building and maintaining business relationships with outstanding customer service
• Driven to be successful, highly independent and accountable in a fully remote role
• Knowledgeable of wireless carrier plans and features from AT&T, Verizon or T-Mobile

If yes, the Small/Medium Business Account Manager at OpDecision, a Ten4 Company, may be the perfect fit!

This role reviews wireless invoices and makes cost-saving recommendations to our small to medium sized businesses customers.

The ideal candidate will have experience building and maintaining business relationships with great customer service while delivering our service in a professional and timely manner. Knowledge of wireless carriers, plans, and features is a plus.

OpDecision offers a great benefits package and 4 weeks of PTO to start! Remote work is just the beginning. Enjoy 8 paid company holidays, plus an extra day of PTO for your birthday! OpDecision offers a great benefits package and eligibility begins within the first 31 days.

We are searching for a candidate that can excel in a remote role. Working hours are 8am - 5 pm EASTERN DAYLIGHT TIME.

This position pays $50k to start.
This position can only accept applicants residing in the following states: MD, PA, AZ, FL, NJ, NC, TN, TX

Job Title:

SMB Account Manager

Reports To:

Director of Client Services

Position Summary: The SMB Account Manager is responsible for interpreting mobility services data and tailoring recommendations to the needs of each individual client to improve their business and provide monthly cost savings in the area of mobility. This position is responsible for collecting and inputting wireless billing information, performing a detailed review and providing custom reports. The ideal employee will develop long-term business relationships with their key stakeholders to better understand their client, their business, and their overall objectives.

A successful SMB Account Analyst requires a high-level of attention to detail and self-motivation, all while under strict deadlines. The SMB Account Analyst will be responsible for a mix of Mobility Assist and Managed Services clients at the small to mid-sized level.

• Download monthly wireless bills utilizing AT&T, Verizon, T-Mobile or other carrier portals.
• Verify wireless bills have been uploaded and scrubbed correctly through internal scrubbing tool.
• Prepare client audits and control reports by collecting, analyzing and summarizing the patterns and trends based on the compiled information.
• Complete all monthly client audits by specific due date, preferably three (3) days prior.
  • Email monthly review audits to all clients by specific due date.
  • Identify and provide continuous monthly cost savings solutions to meet the client’s expectations and exceed them.
• Identify opportunities for cost savings and customer service quality improvement.
• Communicate in a timely manner to specific projects, tickets, and deliverables in accordance with internal SLA.
• Resolve any issues that may arise and track all client specific processes.
  • Assist in the collection and documentation of client’s requirements and maintain the knowledge base to current standards.
• Collaborate with various internal departments to ensure that all client requests, reports and tickets are fulfilled quickly and accurately.
• Work closely with the help desk support specialists assigned to client accounts to identify any issues occurring or potential customer service enhancements. Have at least 1 meeting weekly with help desk specialist(s) assigned to your account to review open tickets and issues.
• Always accurately represent OpDecision and services in a professional manner.
• Be the primary…