Account Service Manager (Telecommunications)

VasoTechnology is a solutions company that focuses on the provision of reliable and secure network connectivity for enterprises and healthcare customers with mission critical applications, data storage and security services. As a engineering and technical specialist, the company enables healthcare and business IT infrastructure through managed professional services for diverse vertical markets in the U.S. and globally.

Salary + Bonus (up to $20K). Please include salary requirements when applying.

Position Summary:

The Account Service Manager (ASM) is responsible for ensuring a high level of customer service by providing support to internal and external customers. Responsible for supporting Tier 1 & 2 customers tactically with a hands-on, proactive approach that provides the highest level of involvement and ongoing account services. In addition to external customer involvement, the ASM is an advocate for the customer throughout the operations teams through a consistent flow of customer data, information, and analytics to ensure a complete and positive customer experience is achieved throughout the entire customer relationship lifecycle.

This role will coordinate, review, validate, request feedback, and provide oversight in the execution of all aspects of Customer Service and Service Management approach to the customer. The ASM will provide leadership and tactical guidance, and a working knowledge of solution architecture, current projects, customers technical environment, challenges, weaknesses, strengths, leadership analysis, external vendor impacts, for the overall customer portfolio to ensure a positive experience for the customer and Vaso/NetWolves. Detailed knowledge of the order, contract and implementation procedures and processes. Service Management is engaged at all levels of the customer relationship, proactively developing a strategic knowledge of the customers objectives, anticipating future issues, and tactically managed delivery of the service management deliverables at the highest level for our customers, both internally and externally.

Responsibilities:

· Responsible for the existing customer relationship management.

· Communications and advocacy to ensure the best possible customer experience throughout the entire customer lifecycle.

· The mission to provide white glove support for our Vaso/NetWolves customers and in the growth of the account.

· Exhibit a strong oral and written communication skills to provide a first-class customer experience and strengthening the relationship in all aspects of the customers environment.

· Act as the primary point of contact for Vaso/NetWolves customers post sales engagement.

· Daily/Weekly communications with customers to develop relationships and build a strong working environment.

· Provide weekly/monthly/yearly activity reports to Vaso/NetWolves Management.

· Provide weekly/monthly/yearly activity reports to customer.

· Provide awareness of upselling opportunities within customer accounts and provide opportunities to the Sales organization.

· Discover additional customer needs/opportunities and grow revenue.

· Review customer account for billing accuracy and report development.

· Awareness of customer accounts receivables.

· Ensure smooth transition from Project Management through Support.

· Deliver monthly reporting package to customers that includes but is not limited to; ticket report, escalation report, circuit inventories, ongoing project updates, and equipment status.

Growth Path:

· Executive Service Management

· Customer Success Management

Keys to Success:

• Keys to success are flexibility, adaptability in multiple environments, forward-looking, completely embracing the white glove treatment of customers, and the ability to work internally to resolve customer concerns and promote customer opportunities.
• Maintain high level of interaction with Vaso/NetWolves management in the various areas of service delivery and service management.

· Ensure customer received timely and effective customer service from all internal and external users by promoting exceptional customer service skills and strong service management approach to our customers.

Working Conditions:

· Office and remote environments

· Off-site customer engagements

· 10-20% travel may be required

· Maintain and manage hardware needs of customers and ensure procurement and delivery is completed accurately and timely.

· Renew service and support agreements for assigned customers.

· Participate in customer IKO, EKO, project calls and support transition calls.

· Maintain Autotask with relevant and up to date customer information.

· Participate in developing initial project charter and pertinent PM documentation as requested by PM.

· Manage and direct activities associated with out-of-scope change management

· Support projects and implementation activities as a customer advocate and to assist in Revenue recognition.

· Direct Customer Operations staff on customer related operational procedures and methodology.

· Provide Customer Operations assistance at varying levels of expertise.

· Analyze and identify positive and negative trends in the service management environments. Offer suggestions for process improvements and develop new procedures for service management.

• Maintain high level of interaction with Vaso/NetWolves management in the various areas of service delivery and service management.
• Develop, review, validate, implement, and maintain a process for managing new and existing customer.
• Ability to read, understand, and make recommendations regarding legal contracts and agreements.
• Develop, validate, implement, and maintain a vendor relationship provides up-to-date vendor analysis related to your customers and the impact to productivity.
• Critical review of existing vendor management, procurement, and asset tracking process; examine for effectiveness, accuracy, and efficiency.

· Demonstrate a capacity to communicate new technology trends and associated needs.

The ASM must function in a detail-oriented, analytical, organized, and objective manner using a solution-based approach, logic and reasoning to identify value added solutions, conclusions and/or approaches to problems to ascertain a plan of action based on the known data.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Type: Full-time

Pay: $48,000.00 – $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Travel requirement:

• No travel

Ability to commute/relocate:

• Tampa, FL 33634: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location