SMB Wireless Account Manager

Ten4; Baltimore (MD); Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Small/Medium Business Account Manager to join their dynamic team. This fully remote role emphasizes customer service and account management, focusing on reviewing wireless invoices and providing tailored recommendations to enhance client satisfaction and drive cost savings. The ideal candidate will possess strong negotiation skills, attention to detail, and the ability to thrive in a fast-paced environment. Enjoy a supportive workplace with a competitive benefits package, including generous PTO and a commitment to employee growth. If you're ready to leverage your wireless industry experience in a rewarding career, this opportunity awaits!

Benefits

4 weeks of PTO

8 paid company holidays

Extra PTO for birthday

Health benefits eligibility within 31 days

Qualifications

• 1-3 years of experience with wireless carriers like T-Mobile, AT&T, or Verizon.
• Strong communication skills and attention to detail are essential.

Responsibilities

• Review and analyze wireless invoices to provide cost-saving recommendations.
• Prepare client audits and control reports based on billing information.

Skills

Time Management

Customer Service

Account Management

Negotiation Skills

Critical Thinking

Problem-Solving

Education

Bachelor's Degree

Tools

Microsoft Office

Internal Proprietary Software

Job description

Are you:

• an expert at time management
• a superior multi-tasker
• knowledgeable of wireless carrier plans and features from AT&T, Verizon or T-Mobile
• interested in moving away from wireless carrier retail stores, but continue utilizing your customer service and wireless experience to build a career
• driven to be successful in a fully remote role

If yes, the Small/Medium Business Account Manager at OpDecision, a Ten4 Company may be the perfect fit! This role reviews wireless invoices and makes cost-saving recommendations to our small to medium sized businesses customers.

The right candidate will have experience and knowledge of wireless carriers, plans, features and has great customer service/account management skills.

OpDecision offers a great benefits package and 4 weeks of PTO to start! Remote work is just the beginning. Get out of retail and enjoy a set schedule, 8 paid company holidays, plus an extra day of PTO for your birthday! OpDecision offers a great benefits package and eligibility begins within the first 31 days.

We are searching for a candidate that can excel in a remote role. Working hours are 8am - 5 pm EASTERN DAYLIGHT TIME.

This position pays $21.63 to $24.04 per hour, depending on experience.

Job Title: SMB Account Manager

Reports To: Director of Client Services

Position Summary:

The Managed Services Analyst is responsible for interpreting mobility services data and tailoring recommendations to the needs of each individual client to improve their business and provide monthly cost savings in the area of mobility. This position is responsible for collecting and inputting wireless billing information, performing a detailed review and providing custom reports. The ideal employee will develop long-term business relationships with their key stakeholders to better understand their client, their business, and their overall objectives.

A successful SMB Account Analyst requires a high-level of attention to detail and self-motivation, all while under strict deadlines. The SMB Account Analyst will be responsible for a mix of Mobility Assist and Managed Services clients at the small to mid-sized level.

Essential Duties And Responsibilities:

• Download monthly wireless bills utilizing AT&T, Verizon, T-Mobile or other carrier portals.
• Convert invoices into Excel templates using internal propriety software tool.
• Prepare client audits and control reports by collecting, analyzing and summarizing the patterns and trends based on the compiled information.
• Complete all monthly client audits by specific due date, preferably three (3) days prior.
• Email monthly review audits to all clients by specific due date.
• Identify and provide continuous monthly cost savings solutions to meet the client’s expectations and exceed them.
• Identify opportunities for cost savings and customer service quality improvement.
• Communicate in a timely manner to specific projects, tickets, and deliverables in accordance with internal SLA.
• Resolve any issues that may arise and track all client specific processes.
• Assist in the collection and documentation of client’s requirements and maintain the knowledge base to current standards.
• Collaborate with various internal departments to ensure that all client requests, reports and tickets are fulfilled quickly and accurately.
• Work closely with the help desk support specialists assigned to client accounts to identify any issues occurring or potential customer service enhancements. Have at least 1 meeting weekly with help desk specialist(s) assigned to your account to review open tickets and issues.
• Always accurately represent OpDecision and services in a professional manner.
• Be the primary escalation point for issues for the help desk for your assigned customers.
• Perform other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree preferred.
• One to three years of professional experience in roles with wireless carriers such as T-Mobile, AT&T or Verizon preferred.
• Accountable, proactive and highly organized, with proven ability to juggle multiple accounts and tasks while maintaining sharp attention to detail.
• Strong negotiation skills with ability to follow through on client contracts.
• Capacity to work with limited supervision in the rapidly changing and fast-paced wireless industry.
• Excellent communication skills both written and verbal along with strong interpersonal skills.
• Customer-centric, consultative and a passion for excellence in sales and service.
• Demonstrated ability to create and maintain a positive impression of OpDecision.
• Strong customer service skills for dealing with different types of end users.
• Critical thinking and problem-solving skills required.
• Advanced proficiency with Microsoft Office.
• Demonstrated ability to work independently and interact in a collaborative manner with other team members.
• Must be authorized to work in the United States for any employer.
• Must be able to read, write and speak English proficiently.

About Ten4 & OpDecision

Since 1997, Ten4 (previously known as Distributed Computing) has been focused on business communications, specializing in wired and wireless voice and data networks, billing services and nationwide monitoring. Most effectively assisting multi-site, multi-state organizations, Ten4’s goal is to help customers deploy effective, efficient and easy-to-use solutions. Business success depends on communication, and that’s our specialty.

www.opdecision.com

Equal Employment Opportunity Policy

Ten4 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.