Account Relationship Manager
LOCATION: Parsippany, NJ and Greenwood Village, CO (multiple openings)JOB DESCRIPTION:
The ARM is the overall client relationship owner and primary point of contact into the Telwares organization. The ARM’s primary function is client advocacy, by acting as a liaison between the client and the Sales and Service Delivery Teams of Telwares. The ARM represents and advocates for both the client interests as well as those of Telwares. The ARM needs to have a strong understanding of the clients’ organizational structure and business drivers to maintain focused Service Delivery.
The ARM is responsible for providing the client with quarterly business reviews of Telwares service delivery performance. The ARM is responsible for providing the client with continual education of the Telwares product suite and new developments in the Telecom Expense Management space.
PRIMARY RESPONSIBILITIES:
ARM’s have three broad areas of responsibility:
1) Revenue retention and renewal for their assigned base of customers
2) Uncovering up-sell opportunities within their assigned base of customers
3) Primary point of contact for news or updates about Telwares, including any process, organization, or offering/service level changes
1) Revenue Retention
This is the primary role of the ARM. Revenue retention is achieved by assuring the client’s needs and business practices are well known by the service delivery organizations and that Telwares is executing against all contractual obligations. Successfully comprehending the Telwares obligations and representing them in a professional manner is critical to overall customer perception and satisfaction.
Specific activities related to Revenue Retention include:
• Understanding the production calendar, including client side and Telwares side deliverables and activities
• Reviewing and delivering any required monthly or periodic reports/updates
• Monitoring service deliver progress during the month in conjunction with Operations and Service Delivery Management, identifying and escalating any issues and monitoring the repair efforts with the service delivery teams to ensure speedy resolution
• Point of escalation on production issues
• Reviewing, documenting, and submitting any requests for custom work, i.e. work orders
• Receiving and managing escalations on CCC tickets
• Reviewing the Telwares monthly invoicing to ensure correct and collectable invoices are going out and any credits or discounts are being correctly applied
• Positioning Telwares for contract renewal by understanding the termination clauses, timeframes, highlighting any unaddressed SOW items, and engaging the AE in a timely and informed manner
• Conducting periodic business reviews (QBR, if held quarterly) to update the broadest possible client audience on the performance of the Telwares Service Deliver. These may be in person meetings. These meetings also assist in Up Sell efforts
2) Uncovering Up-Sell Opportunities
As the primary relationship owner on the account the ARM is uniquely positioned to identify and probe for other business needs that Telwares may be able to address for the client. When opportunity is uncovered, the ARM engages the assigned AE or Agent to pursue the sales and contracting processes.
Specific activities related to Up-Selling include:
• Understanding the percentage of the clients overall spend/carrier profile that Telwares handles
• Understanding the client’s budget and budgeting process
• Probing for "pain points" not addressed by our current service profile (e.g., we handle the wireless spend on IMS but not the devices)
• Aligning the day-to-day contacts with the decision makers to ensure penetration at the right level
3) Primary Point of Contact
Coordination with Operations and/or Marketing to ensure Telwares' message and organization is understood by the client contacts. Coordinating meetings to roll out new initiatives. This includes in-person meeting to review substantive changes, ensuring the appropriate internal resources attend.
EXPERIENCE REQUIRED:
• Strong client relationship and/or Sales Support skills (5+ years)
• Solid Telecom background (5+ years)
• Strong project management skills (3+ years)
• Ability to present complex executive level presentations
• Vendor and Client contract management by analyzing T&C and SLA’s
SKILLS REQUIRED:
• PC, (PowerPoint, Word, Excel, Microsoft Project) Strong communication skills, strong analytical skills, issue resolution ability
• Ability to execute and exercise independent judgment that assists the client.
• Energetic self starter with a passion for the business and embraces change.
To apply for this position, please include the job title in the email subject line and submit your resume to resumes@telwares.com.
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