Overview

This is an NBN Connect post on behalf of another organization.

The candidate will be responsible for developing and managing ongoing relationships, with a focus on improving internal and client-facing workflows. Additionally, the role involves managing a Billing Representatives team.

 

Key responsibilities

Client Account Management

  • In-depth understanding of the client’s computing systems and internal workflows
  • Handling emerging issues and special client requests
  • Managing and maintaining client relationships, including conducting monthly calls to ensure the company meets performance standards and client expectations, and gaining an understanding of the client’s operational structure.
  • Preparing and analyzing company performance and activity reports
  • Coordinating with the client’s IT and analytics teams to establish workflows
  • Identifying opportunities to modify workflows with the client

Team Management

  • Managing and mentoring a mostly remote Billings team
  • Guiding and handling complex cases and addressing day-to-day issues that arise during the team’s routine work
  • Responsibility for managing a portfolio of accounts
  • Training and leading the team to meet targets

 

Required Experience and Skills:

  • BA/BS, MBA – an advantage.
  • Minimum of 4 years of experience in account management (experience dealing with US-based business entities – an advantage).
  • Minimum of 4 years of team management experience in a customer service/call center setting.
  • English – mother-tongue level