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Senior Director, Account Management - Wireless Care

Holmdel, New Jersey, United States

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. 

 

MetTel is looking for Senior Director, Account Management - Wireless Care.  This role will provide executive level care to our Mobility customers.  This new role focus on operational excellence and drive the next generation of our care practices.  

 

 

ROLE AND RESPONSIBILITIES:

  • Sponsor Client Initiated Executive Level Escalations
  • Support New Client Acquisition Activities (i.e. RFP Responses, Live Prospect Client Demonstrations, Process Documentation, etc.)
  • Present Weekly Clients At High Risk Operations Overview Report
  • Assist with support of unique MSA obligations (i.e. RSI 5% reporting & waiver)
  • Take C-Suite Special Assignment (i.e. JCPenney)
  • Participate in the weekly  Bruin Support & "Higher Level Issues" call
  • Help identify Process/Policy/System chronic conditions & participate on Resolution Recommendations/activities
  • Identify MetTel Process Breaks - Present to appropriate staff and help sponsor remediation
  • Support New Product Offerings helping to "Operationalize" the new product/service (i.e. Bruin Presence, Workflow, staff education & training)
  • Participate in Operationalizing Care Perspective New Service & Product Offerings
  • Host call with Bruin Support to drive UI efficiencies, better user experience and remain current with Bruin change activity
  • Review staff submitted IT support tickets so as to: validate need, prioritize efforts, recognize trends
  • Create & Sponsor Trainings For New Product, Service Delivery, UI, etc.
  • Look for and Implement Opportunities for Front Line Efficiencies (i.e.Targeted Dashboards)

DESIRED QUALIFICATIONS:

 

  • BA/BS Degree in Business Administration or related program
  • 10+ Years experience in a Wireless Care organization 
  • Proven track record of successful oversight of a care organization 
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals. 
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Ability to draw large amounts of data from varied MetTel platforms so as to analyze critical data points in support of larger goal.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

Keywords: #Wireless Care, #SeniorDirector, #DirectorCustomerSuccess, #MobilityOperations, 

 

MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. 

To learn more about our company visit us at www.mettel.net

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