Account Manager - OSS / BSS Software Solutions

MBR Partners; City Of London; On-site; USD 53,000 - 108,000; Full time

Job summary

An established industry player is seeking a motivated Account Manager to join their dynamic team. This role focuses on delivering exceptional customer service to key accounts while identifying opportunities for growth within the telecoms sector. You'll engage with customers to understand their needs, manage relationships, and ensure satisfaction with BSS/OSS solutions. The position requires international travel and offers a chance to make a significant impact in a fast-paced environment. If you're driven by results and enjoy working in a collaborative setting, this opportunity is perfect for you.

Qualifications

• Experience in customer service and account management in telecoms.
• Familiarity with BSS/OSS applications and project management.

Responsibilities

• Identify opportunities for products and services to customers.
• Monitor customer satisfaction and manage escalations.
• Build relationships with key influencers in customer organizations.

Skills

Customer Service

BSS/OSS Applications Familiarity

Project Management Techniques

MS Office Competence

Problem Solving

Influencing Skills

Tools

MS Office

Job description

Our client, a high-growth, mid-sized Telecoms software business supplying a complex portfolio of OSS / BSS solutions (billing, self-service, interconnect, inventory, charging etc) is looking to expand its account management team and is seeking a highly motivated individual with the drive to deliver excellent customer service to a number of their key accounts.

Account Manager duties include:

1. Create, identify and respond to opportunities for providing products and services to our customers.
2. Liaise with those responsible internally to establish pricing; make recommendations for products, enhancements and services that will help the customer organisation to achieve its business objectives.
3. Monitor the level of customer satisfaction at regular intervals; respond to customers’ queries and issues; ensure that, when necessary, corrective action is taken by my client and by the customer organisation.
4. Manage the escalation path for support and project issues where necessary to ensure that issues are resolved in a timely manner.
5. Identify key influencers in the customer organisation and build relationships with them.
6. Assist our client's management to plan and resource the business it expects to achieve with the customer organisation. Monitor the level of business actually achieved.
7. Advise the management of the customer organisation how to plan and budget for the products and services that are to be supplied in the coming few years.
8. Given the varied locations of our customers, a willingness for international travel (Europe/Africa/Asia/Americas) on a regular basis is essential.

Experience Required

1. Familiarity with BSS and/or OSS applications used in support of a Telecommunications Operator’s business. This familiarity must be demonstrated to enable appreciation of the Customer’s usage of the system and of their changing requirements.
2. Competence with standard MS Office applications and an awareness of project management techniques.
3. Taking account of new information or changed circumstances and modifying understanding of a problem or situation accordingly.
4. Retaining objectivity and proper understanding of a problem or situation when placed under conditions of stress.
5. Maintaining focus on agreed objectives and deliverables whatever the circumstances.
6. Keeping commercial aspects continually in mind when taking actions or making decisions.
7. Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.
8. Taking innovative approaches to problem solving and devising inventive and creative solutions.
9. Understanding the hierarchy and culture of customer organisations and being able to identify the decision makers and influencers.
10. Influencing and persuading others to take a specific course of action when there is no direct line of command or control.
11. Checking progress against targets, reporting as necessary and taking action to resolve exceptions.
12. Managing multiple customers of varying size (from Tier 1 to Tier 3 operators) and managing multiple opportunities simultaneously and effectively.