Account Manager

Job Title: Account Manager -Telco

About the Role:

We are seeking aAccount Manager to join our clients dynamic team. The ideal candidate will be responsible for managing client accounts and ensuring the effective implementation and optimization of billing systems and OSS/BSS solutions. You will serve as a key point of contact for customers guiding them through the setup configuration and ongoing management of billing processes OSS/BSS systems and related services. This role requires strong communication problem-solving skills and a deep understanding of telecommunications or technology services.

Key Responsibilities:

• Client Account Management:
  • Serve as the primary point of contact for customers ensuring satisfaction and effective communication.
  • Build and maintain strong long-lasting customer relationships.
  • Coordinate with internal teams (e.g. Technical Finance Customer Support) to address customer needs and resolve issues.
  • Conduct regular meetings with customers to review service performance billing accuracy.
• Billing Systems Management:
  • Oversee the implementation and operation of customer billing solutions ensuring accuracy and compliance with contractual agreements.
  • Monitor billing cycles and resolve any discrepancies or issues with client invoices or payment history.
  • Work closely with finance teams to ensure timely billing payment collection and dispute resolution.
  • Analyze and report on billing performance and identify opportunities for process improvements.
• OSS/BSS Solutions Management:
  • Support the implementation and ongoing management of OSS/BSS platforms for clients ensuring optimal configuration and use.
  • Act as a liaison between clients and internal technical teams to ensure smooth operation and integration of OSS/BSS solutions.
  • Provide troubleshooting and issue resolution for clients experiencing problems with OSS/BSS systems.
  • Collaborate with product and development teams to enhance OSS/BSS functionality and address customer feedback.
• Reporting & Analytics:
  • Prepare and deliver reports on billing and account health to both customers and internal stakeholders.
  • Utilize data analytics to forecast trends identify issues and suggest improvements to service delivery.
• Customer Training & Support:
  • Train customers on usage of billing and OSS/BSS system features and best practices.
  • Offer proactive support and guidance to help customers maximize the value of their OSS/BSS systems.

Required Skills & Qualifications:

• Education: Bachelors degree in Business Information Technology Telecommunications or a related field.

• Experience:

  • 3-5 years of experience in account management billing operations or OSS/BSS solution management preferably within telecommunications or IT services.
  • Experience working with billing systems (e.g. subscriber billing invoicing payment processing) and OSS/BSS platforms.
  • Strong understanding of telecommunications industry standards customer lifecycle and service delivery processes.

• Skills & Knowledge:

  • Proficient in OSS/BSS processes systems and software (e.g. Amdocs Ericsson NetCracker etc.).
  • Familiarity with billing systems (e.g. subscription billing usage-based billing rating and charging systems).
  • Excellent communication and interpersonal skills.
  • Strong analytical skills with the ability to manage multiple accounts and projects simultaneously.
  • Problem-solving skills with the ability to troubleshoot and resolve technical and operational issues.

• Other Requirements:

  • Ability to work independently and as part of a team.
  • Detail-oriented with strong organizational skills.
  • Ability to manage competing priorities in a fast-paced environment.
  • Proficiency with MS Office Suite (Excel Word PowerPoint); familiarity with CRM software (Salesforce etc.) is a plus.

Preferred Qualifications:

• Certification in OSS/BSS solutions or relevant telecommunications industry certifications.
• Experience with project management methodologies (e.g. Agile Waterfall).
• Knowledge of industry regulations and standards for billing and customer data security.

Why Join Us

• Impact: Be part of a team that delivers essential services to customers in a rapidly evolving industry.
• Growth: Opportunities for professional development and career advancement.
• Culture: Collaborative dynamic work environment where innovation is encouraged.
• Benefits: Competitive salary comprehensive benefits package and a flexible work environment.