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Service Account Manager - Niantic, United States - Telaid
1 week ago
Description
Job DetailsJob LocationNianticIf you are a customer service orientated, technical professional who thrives on the challenge of overseeing projects until their completion, while providing exceptional customer service, and monitor budgetary costs for projects then Telaid has a great opportunity to share with you.
Our Core Values are:
Be ProactiveBe A Team PlayerTake OwnershipDo The Right ThingWho You AreYou'll be a professional eager for a unique opportunity to manage and provide oversight for projects performed within the Service Team.
You can problem solve, recommend and implement solutions to our Service team members, clients, and business partners that are in alignment with our Vision, Annual Goals and Core Values.
You have experience and knowledge of LOW VOLTAGE, CCTV, SECURITY, FIRE AND BURGLAR ALARM SYSTEMS.Why This Role MattersThe organization is growing and the need for a Service Account Manager who will provide account management to our internal and external customers is essential for our continued success.
The Service Account Manager will oversee and monitor all components of the projects they are assigned until they have been completed.
The Service Account Manager will identify and communicate concerns to the Service Manager, communicate daily with Field Technicians, be a resource to our customers and ensure that projects are completed within budget.
Who Your Customers AreThis role serves both internal and external customers.Internally, you will provide service to all members of the Service team as well as support all other Telaid employees.
Externally, your services will focus on showing value to our Business partners, Clients and Contractors.Employee (Service Account Manager) Primary ResponsibilitiesFunctions as SPOC for client for 1 or more projects.
May have specialization by project type (rollout / construction) or technology (security / wireless)Participates in Project Kickoff Meetings to understand project scope of work and specific duties and responsibilities for all assigned projectsHas financial accountability for all assigned projects.
The AM must be fully aware of the budgeted costs at start of project, and monitor/control actual costs throughout the life of the project.
Escalate any potential cost overrun scenarios immediatelyTypically performs the following AM functions for all assigned projectsUnderstand project objective, scope of work and customer conditions for successAdheres to all Telaid Best PracticesWork with customer to create manageable schedule and milestonesSchedules and assign crewsOrders materials and manages delivery logisticsEnsures training and quality control plan in placeMonitor project progress daily against Plan and using Best PracticesAddress scope creep (e.g. change management) in a timely manner. Identify and capture real and potential out of scope costs and present to Service Manager.Communicate with and obtain daily updates from technicians.
Ensure timeline milestones are being metClose monitoring of deliverables and deliverables management process to ensure compliance with customer requirementsProvide timely project communications and status updates for customerReview CRM reports to validate current day, next day and upcoming scheduleResponsible for accurate revenue forecastingResponsible to ensure that timely and accurate invoicing is submittedWith Service Manager, complete project closeout activities.
Submit Project Gross Profit performance (budget versus actual) on approved form upon final invoice.Provide excellent customer service in all areas.
Look for ways to grow relationship and additional project / service opportunitiesSupport Client and Business Partners needs via emails and phone calls and other approved support channels.
Support techs in the field related to security, burglar, and fire alarm servicesHelp manage on-site labor, troubleshoot, and direct calls.
Maintain advanced user standards of proficiency levels within CRM/ERP and WorkMarketTrain techs and also supporting Help Desk teams (service, project coordinators) on scope awareness and knowledge related to services being administered.
Create assignments, groups, and manage all activities within WorkMarket while maintaining CRM integrity of phase/status/ETA/PO and communications.Perform triage to troubleshoot tickets prior to dispatch.
Establish, capture, report, and use KPI metrics and data within WorkMarket.
Monitor & report SLA compliance for each client and report to management.
Update customer on activities, and grow account through excellent service and management of service cases, Move, Add, Change (MAC) cases, rollouts, and projects.
Address escalations from clients andor partners, including tough discussions to discern if additional charges are warranted.Exhibit professional correspondence in a tactful, diplomatic, and honest manner with all levels of staff, business partners, and customers.
QualificationsWork Experience & EducationThe Service Account Manager should possess a high school diploma, similar work related experience, strong technical skills, as well as 3-5 years of project managerial experience.
You must have experience and knowledge of LOW VOLTAGE, CCTV, SECURITY, FIRE AND BURGLAR ALARM SYSTEMS.Potential Career Path Telaid supports and fosters promotions from within.
The career path for this position may include the Service Analyst Lead, Service Director or additional leadership positions beyond the Service department should these positions be an interest or fit.
Learning and Development Opportunities Many development and learning opportunities will be provided once we start to see opportunities for growth and refinement of your existing skill set.
Benefits of the Telaid Team:
Salary Commensurate With Experience401k and Profit SharingHealth BenefitsPaid Vacation
