Account Representative in San Jose, CA

$80K - $100K(Ladders Estimates)

GTT   •  

San Jose, CA 95101

Industry: Telecommunications & Hardware


5 - 7 years

Posted 52 days ago

Role Summary:

As a GTT Account Representative (AR), you will be responsible for providing the highest level of account support to ensure overall customer satisfaction and retention of business for an assigned base of strategic GTT accounts. These goals are achieved through regular customer engagement on issues relating to management of receivables (billing & collections), renewal of out of term services, sales support, service delivery, operations, and leading / driving resolution of issues to create a positive client experience. The AR role is both strategic and tactical and serves as the primary customer advocate within GTT for all needs.

Main Responsibilities:

  • Accounts Receivable Management for assigned base, providing guidance on and resolving billing issues (through management of billing inquiries -, disputes and reconciliations) while ensuring timely payment from clients.
  • Identify out of term services for account base and strategize with Sales to develop a renewal plan for each individual client
  • Serve as the client advocate for all operational areas within GTT. Secondary point of contact for departmental escalations (repair, service delivery)
  • Create and deliver quarterly (or as requested) business reviews to assigned clients. Additionally, facilitate the fulfillment of requests for special reporting received from clients.
  • Perform outbound introductory calls to new clients, ensuring they are set up and trained in EtherVision, that correct contacts are loaded into CMD, and offered a first bill review
  • Provide access and training to customer facing GTT Systems (EtherVision) and soft switches.
  • Ensure that client services remain profitable for GTT
  • Develop and drive service improvement plans with operational departments for areas requiring improvement
  • Maintain client data integrity within the GTT client management tool, CMD
  • Develop direct relationships with senior leaders / executives of clients within assigned base
  • Ensure overall client satisfaction through regular communication
  • Other duties as assigned
  • Public Speaking Skills to present for customer leadership team.
  • Ability to collaborate with peers and senior management / executives in a team-oriented environment

Ideal Candidate Profile:

  • Customer Service - Responds promptly to Sales' needs; Solicits feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving workflow.
  • Tenacity - Looks for ways to identify the appropriate target and make contact, tell the GTT story and create opportunities, self-driven
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently. Manages multiple priorities in fast paced environment.
  • Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
  • Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Essential Criteria:

  • Bachelor's degree in Business, Communications, Management, or related discipline; OR 5+ years' equivalent experience
  • Advanced knowledge of Microsoft Office tools to include Outlook, Word, Excel, and PowerPoint.
  • Demonstrate ability to summarize data through Pivot Tables, Data Analysis and graphs.
  • 4+ years account management experience in a sales / sales support role
  • Ability to communicate, both verbal and written, in a clear and precise manner
  • Ability to organize and manage in a fast –paced culture, prioritize multiple projects as demonstrated by prior work experience
  • Public Speaking Skills to present for customer leadership team.
  • Ability to collaborate with peers and senior management / executives in a team-oriented environment

Desirable Criteria:

  • Inside Sales or Account Management Experience
  • Experience selling a technology-based solution

Other Similar Job Functions:

  • n/a


  • 4 Year college degree preferred in business or technical field

Valid Through: 2019-10-17