Global Account Manager - Full-time / Part-time

The primary responsibility of the ‘Global Account Manager’ is to ensure that each site has appropriate coverage and are meeting all SLA’s. To accomplish this, there are several duties and areas of responsibility that the ‘Global Account Manager’ must oversee.

Duties and Responsibilities:

• MAIN POINT OF CONTACT-The Global Account Manager will be the main point of contact for the client’s management team and will be responsible for the Providers’ resources.
• SLA MANAGEMENT AND BREACH RESOLUTION-All ‘Integrated Services Management ISM’ tasks, request items, and incidents are assigned an SLA due date. The Global Account Manager is responsible for ensuring that work orders are resolved on or before the SLA due date.
• AD-HOC REPORTING-In addition to the weekly and monthly reporting, the client requires that certain reports be made available on demand. The Global Account Manager is responsible to generate and submit these reports when requested.
• QUALITY ASSURANCE AND QUALITY CONTROL-Work performed under the contract must meet the standard for completeness and quality established by the client. The Global Account Manager role is to be responsible for performing quality checks on work performed to ensure the work is up to the standard.
• The ‘Global Account Manager’ is responsible for ensuring knowledge transfer so multiple technicians can be used if one is unavailable.

Supervisory Responsibility

• This position has supervisory responsibilities.

Position Type/Expected Hours of Work

• This is a full-time position.

Travel

• Travel is primarily at client’s site during the business day, although some out-of-the-area and overnight travel may be expected.

Requirements:

• Minimum of 15 years in working experience with at least 7 years in a management role.
• Minimum of 5 years of customer relationship management experience with a track record of revenue growth due to quality of services rendered to the customer
• Organized with attention to detail;
• Customer service oriented;
• Document management skills;
• High level of oral, written and computer software communication skills;
• Efficient and able to prioritize tasks
• Self-starter, proactive
• Ability to work according to tight deadlines and under pressure.
• Creative and problem-solving thinking;
• Excellent knowledge of the MS suite (Word, Excel, Outlook); Visio, MS Project preferred;
• Experience with ISM, ServiceNOW, ITIL, Cabling and network infrastructure
• Bachelor's degree in Computer Science, Business or related field highly desired;