Account Manager

The Account Manager leads a team of Account Specialists and is responsible for the day-to-day execution of customer account activities across an assigned portfolio. This position ensures timely responses to customer inquiries, effective resolution of escalated issues, accurate work-order management, compliance with customer contracts and service-level agreements, and consistent delivery of required reporting.

The Account Manager is expected to create clear ownership, advance work orders through completion, and protect both the customer relationship and Telgian's operational and commercial interests. This role partners cross-functionally to remove barriers, improve processes, protect earned revenue, and ensure the customer receives the agreed-upon service while Telgian fulfills its contractual obligations and is paid.

• Manages, coaches, develops, and provides day-to-day direction to a team of 4-6 Account Specialists.
• Establishes team priorities, distributes workload, monitors performance, and ensures clear ownership and follow-through for assigned customer accounts and work orders.
• Provides timely responses to customer inquiries and ensures customer challenges are investigated thoroughly and resolved with urgency.
• Receives and manages escalated customer issues; evaluates root cause, negotiates and documents resolution plans, and ensures issues are resolved in a timely manner.
• Directs Account Specialists and cross-functional teams as required to resolve customer concerns and meet service commitments.
• Monitors service orders within Telgian's service-order database and customer third-party systems to ensure accurate updates, on-time completion, required documentation, and appropriate follow-up.
• Coordinates multiple concurrent projects and service initiatives to meet customer expectations, performance requirements, and business goals.
• Reviews and interprets customer contracts, scopes of work, pricing requirements, exclusions, and service-level agreements to ensure obligations are met in accordance with customer specifications.
• Maintains accurate customer-location data, service requirements, agreements, schedules, contacts, and escalation paths within the service-order database.
• Compiles, reviews, and distributes customer reports, schedules, purchase orders, and supporting documentation in accordance with reporting and SLA requirements.
• Prepares and presents reports related to customer performance metrics, contract compliance, response times, work-order aging, service completion, and recurring escalations.
• Identifies revenue at risk, including missing purchase orders, missing not-to-exceed approvals, incomplete documentation, rejected invoices, portal discrepancies, and aging work orders, and coordinates timely resolution.
• Partners with Operations, Vendor Management, Billing, Finance, Revenue Recovery, and other departments to remove barriers and advance work orders through successful completion, invoicing, payment, and closeout.
• Ensures completed work is properly documented and positioned for billing and is not closed or cancelled without appropriate review and approval.
• Conducts root-cause analysis for recurring customer complaints, service failures, and workflow breakdowns and recommends process improvements to prevent reoccurrence.
• Identifies technical-service, system, and process improvements needed to strengthen customer support, workflow visibility, contract compliance, and operational performance.
• Maintains effective communication by clearly identifying what is required, who owns the next action, and when completion is expected.
• Performs other duties and special projects as assigned.

• 3-5 years of account management, customer operations, service coordination, facilities management, or related experience.
• Prior experience supervising, coaching, or leading employees required.
• Experience managing escalated customer issues, coordinating multiple priorities, and driving matters through resolution.
• Experience reviewing and applying customer contracts, service-level agreements, pricing requirements, and customer-specific processes.
• Experience working within an ERP, work-order…