Account Manager

First Orion is seeking an Account Manager to serve as the primary relationship owner for assigned accounts for our Branded Calling Solutions. The AM drives the direction for the client and leads Account Planning sessions with all appropriate production, product and sales resources. The AM works closely with the Client Delivery Team to ensure successful delivery of contracted services, scope and manage change, and communicate issue status and resolution. The AM works to maximize revenue and productivity within assigned accounts.  

The AM must be able to build trust and rapport with clients. This comes from working with integrity and a sense of urgency to continually strive for the client’s success. It means doing what you said you would do within a reasonable time. The AM is the primary voice of the client to the rest of the FO organization. The AM must balance the client’s wellbeing with the best interest of FO. The AM is consultative and provides feedback, insight and counsel even when it may not be what the client wants to hear. The AM goes to bat for client needs within the walls of FO as a constant advocate to help clients and FO succeed. 

We never want the client to come to FO with an issue when we know about it ahead of time. The AM needs to communicate quickly and clearly about any issues and speak to the measures being taken to resolve the issue. The AM should be seen as an integral part of the client’s extended team, a trusted advisor, and a critical component to the client’s ability to succeed.   

What you’ll be doing: 

• Ensure your client(s) are achieving value from First Orion solutions 

• Identify, plan and grow revenue in your assigned base of accounts 

• Manage pipeline in First Orion CRM (Salesforce) 

• Develop trusted advisor relationships with key client stakeholders and executive sponsors 

• Track and forecast key client metrics (e.g. subscriber KPI’s) 

• Accurately forecast call volumes and expected revenue 

• Interface with the Client Delivery Team to: 

• Ensure quality delivery of production processes, reports and metrics, 

• Scope, manage and communicate changes, and 

• Manage and communicate issue status and resolution 

• Assist with project management functions when needed 

• Point of contact for escalations and challenging client requests 

• Interface with the Product Team for release management details to appropriately communicate to clients 

• Collaborate with other First Orion teams as needed 

• Prepare for and lead client sales meetings 

• Ensure First Orion and clients adhere to contractual obligations 

• Drive the definition of requirements for account-related projects as well as resolution of client services issues and seamless quality assurance of client deliverables 

• Own preparation of and lead the Quarterly Business Reviews 

• Lead contract renewals with focus on maximizing profits 

• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders 

What you’ll need: 

• Excellent communication skills 

• MS Office experience 

• Experience with having a sales target 

• Proactive mentality 

• Previous sales and customer service experience 

• Exceptional organizational skills 

• Bachelor’s degree in business administration or related degree programs, or two to three years relevant experience 

Bonus Points: 

• Previous experience in Client Services 

• Telecom/Mobile experience 

• Client management experience 

• Experience working with a CRM