Service Account Manager
West Corporation

Salt Lake City, Utah

This job has expired.


For this opening we will consider candidates from the following locations: ,TX,United States | ,AZ,United States;,CA,United States;,CO,United States;,UT,United States

Intrado has over 40 years of experience in safety services and 911 network engineering expertise. Today, the company is focused on transforming legacy Public Safety Answering Point operations and the entire 911 emergency response continuum through data-driven solutions. Intrado's continued focus is on innovations that leverage vast amounts of data from multiple sources - including mobile phones, IoT devices, smart speakers, artificial intelligence, geographic information systems and more. Integrating this data allows call takers, dispatchers, and first responders to make more informed decisions, respond quickly and safely, and ultimately serve their communities better with solutions that:

  • Enhance situational awareness for police as they respond, allowing for quicker and safer outcomes
  • Relay medical data to EMTs en route so they can provide personalized, life-saving treatment
  • Communicate with multiple agencies across jurisdictions for a well-coordinated response in large-scale emergency incidents, such as chemical spills, natural disasters, and active shooter situations.


Intrado is looking to hire a Service Account Manager to join our Safety Services team.

Essential Duties:
  • Establish and maintain an excellent working relationship with assigned client contact or client representative
  • Participate in discovery meetings with client to define and document service needs
  • Review contract ensuring total understanding of the scope of services being provided and financial and contractual parameters agreed upon
  • Identify issues through service evaluation or client feedback, researching issues, documenting findings, and making internal and external recommendations on how to eliminate future occurrences
  • Assist as directed to up-sell clients additional services
  • Provide feedback to management when a client's expectations appear to be unreasonable or unrealistic and work with the client to ensure expectations are properly aligned
  • Ensure all client or internal issues are addressed and followed through to resolution working in conjunction with other departments and/or divisions to ensure seamless client service
  • Escalate to supervisor any situation outside the employee's control that could adversely impact the service being provided
  • Assist in preparation for client visits, which may involve preparing documentation (e.g., agenda, analysis, reporting, presentations, etc.) and providing feedback to client
  • Perform customer satisfaction surveys and review the results to identify areas of improvement
  • Ensure compliance of contracts with the client and maintain direct relationships
  • Record statistics on each client and provide regular reports on the assigned territory
  • Continually keep up to date on business segment products and services in order to provide quality customer service


Education:
  • Bachelor's degree from an accredited college or university with major course work in business administration, communications, MIS, engineering, or related field is required
  • Equivalent work experience may be substituted for educational requirements.


Experience:
  • 5+ years of experience in operations management, technical service, or client account management required
  • 3+ years 911 or public safety industry experience preferred
  • 3+ years project management experience preferred
  • Intermediate knowledge of Word, Excel and PowerPoint required
  • Emergency Number Professional (ENP) certification preferred
  • Up to 50% of travel may be required

ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most - Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

ABOUT THE TEAM

Intrado's Life & Safety division is responsible for some critical parts of our everyday life. Our solutions are responsible for everything that happens after a 9-1-1 call is placed - call routing, delivery, location determination and data management. Whether you call from a landline, cell phone or text 9-1-1, we make sure first responders get the right information at the right time so they can save lives.

Intrado also provides notifications to the utilities, healthcare and educational sectors. Our platform provides multi-modal communications that meet an individual's contact preference and routes over 4 billion notifications each year. At the end of the day, Intrado believes that keeping people in our communities safe, connected and healthy is a top priority.


This job has expired.

Get Hired Faster

Subscribe to job alerts and upload your resume!

*By registering with our site, you agree to our
Terms and Privacy Policy.

More Telecommunications jobs


SubCom
Newington, New Hampshire
Posted about 15 hours ago
SubCom
Newington, New Hampshire
Posted about 15 hours ago
Cradlepoint
Boise, Idaho
Posted about 8 hours ago
View Telecommunications jobs ยป