Account Services Manager

The Account Service Manager (ASM) is responsible for ensuring services provided to the customer account base meets contracted requirements and exceeds customer's expectations, while maintaining a value added relationships with key customer stakeholders. The ASM will be an internal advocate on behalf of the customer handling all customer inquiries, issues and if necessary new orders which may modify the customers network. The ASM will be responsible for building and maintaining a customer service relationship, driving company methodology and is accountable for the overall service relationship. The Account Service Manager role is meant to ensure a first class service experience is given for a specified group of customers. The ASM position will be responsible but not limited to conducting periodic Customer Account Reviews to Monitor Existing Services and Ensure SLA's. Act as the primary intermediary between the customer and Lightpath for process issues. Ensuring service commitments are met, retaining customers business and providing the conditions for customer confidence in services for future revenue growth. Manage select Customer Accounts Own and develop Customer Relationships, aligning with Lightpath Sales as appropriate Conduct Periodic Customer Account Reviews to monitor existing services and ensure SLA's Act as the primary intermediary between the customer and Lightpath for process issues Aid ASE in managing Strategic Accounts Participate on the Strategic Account Teams Create and Complete sales on existing services, e. Moves, Adds and Change's Prepare and review customer CSR, LOA or any other administrative documents needed on behalf of the customers Monthly, obtain and collate customer data for Stewardship Reports and highlight areas of concerns for the account team. Maintain Order Status Spreadsheet and conduct Order Quality Check Prepare Customer Service Improvement Plans to address service issues and achieve improvements in service performance Monitor customer feedback (e. surveys, escalations and complaints.) Manage executive level customer escalations and service recovery, ensuring successful closure Maintain understanding and educate customer on all Lightpath Customer impacting processes Work directly with Customers to obtain and maintain Customer Contact Complete Carrier ASR orders for adds and disconnects As requested by Customer, research customer invoices and investigate installation orders Monitor customer feedback (e.g. surveys, escalations and complaints.) Educate the customer in Lightpath processes and organization; remove roadblocks in Lightpath processes A minimum of 5 years' experience in the telecommunications industry with experience in Sales and or Service Management Outstanding analytical and problem-solving skills along with the ability to collaborate cross-functionally Knowledge with supporting customer contractual Service Level Agreements High Energy Level is required to take escalations and respond to any customer related issues with the data/voice product lines Entrepreneurship is required to be able to think out of the box Excellent communication skills required Other skills required are excellent interpersonal skills Needs to be very honest and the ability to maintain customer confidentiality Should be able to express ideas in clear and concise manner We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace. Job ID: 2018-20081
Salary Range: NA
Minimum Qualification
5 - 7 years

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