First Orion is seeking an Account Director to serve as the primary relationship and growth owner for assigned accounts for our Call Protection Solutions. The AD drives setting the direction for the account and leading Account Planning sessions with all appropriate production, product and sales resources. The AD works closely with the Client Delivery Team to ensure successful delivery of contracted services while managing scope and change through communication and issue resolution. The AD works closely with the Product Team to assess impact and communicate product release details.
The Account Director 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 AD is the primary voice of the client to the rest of the FO organization. It does not mean that the AD is simply an order taker for the client, but genuinely tries to help the client succeed. The AD must balance the client’s wellbeing with the best interest of FO.
The AD is consultative and provides feedback, insight and counsel even when it may not be what the client wants to hear. The AD goes to bat for client needs within the walls of FO as a constant advocate to help clients and FO succeed.When there is difficult news to deliver to the client, and there certainly will be, the AD does not delay,but jumps into the fray. We never want the client to come to FO with an issue when we know about it ahead of time. The AD needs to communicate quickly and clearly about the problem and speak to the measures being taken to resolve the issue. The AD 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
- Develop trusted advisor relationships with key client stakeholders and executive sponsors
- Expand First Orion contracted services to meet or exceed revenue goals by quarter.
- Track and forecast key client metrics (e.g. subscriber KPI’s)
- Track and forecast 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
- Be the point of contact for escalations and challenging client requests
- Interface with the Product Team for release management details to appropriately communicate to clients
- Identify opportunities for growth within the assigned customer base.
- Interface across all First Orion lines of businesses and teams as needed
- Prepare for and lead client status meetings
- Ensure First Orion and clients adhere to contractual obligations
- Drive 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:
- 5+ years in a Senior Client Management role
- Telecommunications industry experience
- Excellent communication skills
- Negotiation experience
- Consultative selling and sales support experience
- Driver mentality
- Technical aptitude
- Exceptional organizational skills
Bonus Points:
- Managing and attaining growth targets
- Client billing
- Consulting experience
- Telecom/Mobile experience
- Product knowledge in mobile solutions
- Leadership experience
- Bachelor’s Degree in Business Administration or related degree programs
Company Benefits:
Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we’re helping our teammates reach their wellness goals while at work. Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!
Learn More About First Orion:
First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.
- First Orion has been voted a Great Place to Work with top rankings in every category.
- Learn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video.
- First Orion Culture Cornerstones are at the core of everything we do here.
Disclosure:
First Orion is an Affirmative Action and Equal Opportunity Employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties and responsibilities may change at any time with or without notice, based on the changing needs of our business. At this time, we are not able to sponsor visas, such as H-1B, for this particular position. First Orion is interested in every qualified candidate who is eligible to work in the United States.
First Orion’s immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law.
