| Experience |
- Proven ability to manage team and client relationships – prior supervisory experience required
- The ability to deal effectively with employees and customers at all levels and cultivates relationships resulting in continued growth of business within defined customer accounts.
- Excellent analytical, organizational, problem solving and decision-making skills.
- Ability to juggle multiple customer accounts and priorities, as well as maintain a high level of initiative.
- Demonstrates a positive attitude and energy.
- Self-motivated, excellent work ethic, goal oriented and strong team player.
- Strong written, oral communication and facilitation skills.
- Strong personality and focus in fast-paced and demanding environments..
- Proficiency with Microsoft Office applications (Word, PowerPoint, Excel, and Outlook)
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| Description |
Integrated Mobile (www.integratedmobile.com), headquartered in Columbus, OH, is the most accomplished provider of global managed mobility solutions helping mid to large size enterprises gain visibility and control of their mobile enterprise while dramatically reducing the total cost of ownership and improving employee productivity and satisfaction. We do this by combining our state-of-the-art technology platform with proven best practices in IT management including ITIL and Six Sigma in order to eliminate defects, drive management maturity and deliver unsurpassed efficiency and control. Integrated Mobile is seeking an Engagement Manager to join our team in our Mason, OH Service Center. If you have a background in client account/relationship management and sales, and want to work for a great company - look no further! Integrated Mobile offers a dynamic work environment, competitive salary and growth training opportunities.
Summary The Engagement Manager serves as the primary business contact for the client and is responsible for client satisfaction. The EM is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality. In addition, the EM will build relationships with clients to encourage new and repeat business opportunities. The EM will manage the Account Managers and Account Reps for their assigned client group.
Essential Duties & Responsibilities
- Maintains active daily relationship with client telecom/IT personal and periodic contact with IT management
- Provides client feedback for procurement deployment projects, application solutions and additional services opportunities to the Integrated Mobile National Account Manager.
- Leads and directs the account services team for their assigned client group. Ensures all client deliverables are met in an effective, efficient and timely manner
- Measures key performance indicators for assigned clients and ensures service goals are met in a timely manner
- Documents client BPO tasks (business process outsourcing) and ensures client expectations are communicated, documented, measured and met. Documentation includes: iCore processing rules, asset management (including asset review and update, asset reconciliation with carrier and client information and completed service requests and incident tickets), service catalogs, client specific reporting and analysis, QBR’s and scorecards.
- Documents client wireless policy and align all service management tasks to enforce the policy
- Prepares and presents QBR to clients in conjunction with Financial Management Team
- Proactively communicates with the NAM on client status by updating them on client initiatives, projects, concerns, etc. and involves them in the QBR presentation.
- Fosters both internal and external customer relations by providing timely and courteous response to customer inquiry and requests.
- Travels to clients as needed (up to 25% with occasional overnight required
To apply for the job, please send your resumes to gpugh@integratedmobile.com
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