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XO provides custom telecommunications services and solutions for today's Internet-enabled organizations - all from a single, convenient end-to-end source, and all on a single bill. If you are looking for an innovative, customer-focused communications company that rival's the industries biggest players, XO is seeking self starters with a burning desire to succeed. |
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| Account Relationship Manager II | |
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General Summary: Responsible for proactively maintaining XO Enterprise & National customer relationships by managing all aspects of the customer’s business needs. This includes focusing on growth and retention while meeting XO corporate goals and objectives. Essential Duties and Responsibilities: • Develop and maintain ownership of the Enterprise/National assigned customer and account team relationship, managing customer accounts in coordination with Enterprise, and National Sales Reps, Project Managers and Sales Engineers • Prepare and present XO proposal to customer when necessary • Facilitate monthly review of customer accounts with Account team • Participate and focus on strategic planning sessions with internal XO Organizations • Provide action plan and follow thru on account related issues • Attend and facilitate monthly account team reviews on customer base • Responsible for providing customer base with: o Monthly health check o Quarterly Service Reviews o Manual of product & circuit inventory of XO services by location • Manage, in conjunction with appropriate XO Dept, customer’s XO orders & invoices meeting their expectations and experience, escalating when necessary • Responsible for revenue protection and churn of assigned base • Monthly review of 30 day past due customer invoices/suspension • Liaison between customer and XO internal partners i.e. CARE/SNA or PNA/NOC • Manage trouble ticket escalations and act as internal customer advocate • Provide each customer with an updated XO escalation manual • Educate customers and account team of internal XO processes/procedure changes and upgrades to back office that may impact their business Minimum Qualifications: • Education: Bachelor’s degree with business major or equivalent • Licensures: none • Relevant Work Experience: • Minimum 5 - 7 years outside customer care/relations portfolio management, preferable vertical markets, multi-market and national customers • Minimum 5 years experience in Telecommunications, both voice & data • Proven presentation and project management skills Knowledge, Skills and Abilities • Proven commitment to deliver exceptional customer service • Proven ability to work well with external and internal customers, business experience heavily skewed in Care operations • Proven project management experience • Good negotiation and account navigation skills • Ability to prioritize multiple assignments and meet all deadlines • Ability to meet both quantity and quality objectives • Strong organizational, administrative, and time management skills • Strong analytical/quantitative skills • Strong written and verbal communication skills, including presentations • Strong attention to detail and systems • Ability to foster teamwork and partner across functional to deliver seamless service to customers • Ability to achieve goals in a fast-paced, changing work environment • Expert knowledge of voice and data services/telecom products Software • MS Office/Windows • Excel • Power point Other Job Specific Skills • Presentation skills • Project management • Organizational For quick consideration apply here |
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| EEO M/F/D/V/AA | |
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