Account Consultant

Allstream Business Inc. Denver , CO 80208

Posted 3 months ago

POSITION SUMMARY:The Account Consultant's (AC) primary role is to drive value to their assigned accounts as a dedicated resource and ensure exceptional customer satisfaction and long term retention. The AC serves as main point of contact on day-to-day business affairs for our Allstream customers, and is responsible for proactively reaching out to their customers on a regular basis. The AC comprises part of an Account Team, along with an assigned Account Executive and Sales Engineer, who collectively support each of our clients with the objective of ensuring base retention and growth. The AC will also partner closely with other departments within the company in an effort to ensure follow-up and coordination as well as continued satisfaction between the customer and Allstream. The AC will provide timely and quality support to their assigned base as outlined below in the functions and responsibilities. The base of customers the AC will support will be high profile accounts which are local as well as cross market. The AC account base requires the AC to have knowledge of Allstream policies, procedures, products and services, in order to meet the needs of our clients. The AC will have direct responsibility for our clients, as part of the Account Team, in establishing relationships that cultivate growth and retention.ESSENTIAL FUNCTIONS: (These responsibilities must be able to be performed with or without reasonable accommodation)A combination of some or all of the following functions will be assigned to the Account Consultants depending on level in job family and impact of account: * Proactive customer contact. The AC is to engage in regular proactive activity with their assigned accounts. The activities demanded for each account may vary depending on the strategic nature or MRR of an account, however, proactive engagement is a requirement for all Allstream accounts. Proactive engagement includes calling into accounts to assess the health of the account to ensure accuracy in our customer information and to provide the customer with pertinent Allstream contact information as well including but not limited to account team & escalation lists. Proactive engagement also includes annual, biannual, or quarterly Account Reviews as required. preferably in person, but via teleconference in certain situations or with certain customers. These should include the Account Team and any internal partners as necessary. The objective of an Account Review is to develop and cultivate the customer relationship. One way to accomplish this is to gain an understanding of the customer's business needs and include a review of the customer's services relative to those needs - a technology assessment. It is also to provide a forum for the customer to ask questions, vet concerns, and for the Account Team to reinforce the value proposition of Allstream which the AC is a part of. The AC should introduce the customer to our online portal, ensure billing is accurate, address any relevant or recent trouble ticket history, and review the status of any open order activity. If the customer is out of contract or nearing the end of their contract term, Any product upgrades or enhancements that could improve the customer's experience with Allstream should also be discussed and / or proposed. * Audit internal systems to ensure data integrity. Review customer information such as service & billing addresses, customer contacts, etc., contracts, installed services and invoices, to ensure accuracy. * Respond to customer requests for service, working to ensure a timely response including quotes, contracts, service orders, etc., and refer opportunities to the assigned account owner or Account Executive when appropriate. * Ensure billing accuracy and resolution for accounts by auditing billing records and resolving billing discrepancies within the bill cycle when possible in an effort to ensure invoices are accurate. Manage the billing status of the account using the company's collection codes, such as AID, when an account is in dispute so that we can manage the customer relationship appropriately interdepartmentally. Complete 1 bill reviews / audits with required customers. * Follow up on and assist in assuring resolution of trouble tickets to ensure all expectations of the customer have been met. When opening trouble tickets, gather detailed information from the customer to properly document the need / complaint, including but not limited to services affected, symptoms present, duration of service problems, point of contact for the issue, and other relevant information necessary for Technicians to respond to customer needs. Provide or facilitate feedback to customers as requested, including a review of the customer's trouble ticket history and facilitate escalations when necessary. Provide RFO's when requested. * Understand and manage the exposure within your base. Strive to retain your customers by reviewing their services in relation to their business needs and objectives, requesting engagement from the account team when technology assessments are necessary. Ensure rates are maintained at a fair market rate, while working within the confines of your specified budget. * Proactively identify accounts that may be at risk and formulate a plan of action to retain the customer and protect the revenue. This may require the engagement of other account team members, leadership, and / or other departments. * Introduce our Customer Portal functionality to our customers and provide training on how to view invoices, access reports, open and review tickets, etc. * Visibility requires maintaining a professional appearance and providing a positive company image to the public. * Assist with other assigned projects as needed.Additional Duties may be assigned as an Account Consultant III: * Fulfill all duties and responsibilities as defined in Account Consultant job description with a focus on our most strategic customers. * Possess expert level knowledge on Allstream process and procedures, products, and OSS systems. Represent Account Consulting team as a subject matter expert in meetings or on conference calls relating to process, systems, product, or OSS enhancements, changes, or roll outs. * Provide management back up for escalations and customer appointments when necessary. * Mentor and coach new Account Consultants: * 1:1 training for Account Consultant new hires to help w/systems, processes, metrics, customer expectations, basic account management. * Coach existing Account Consultants to enhance their account management skills, providing knowledge, skill and ability assessment feedback to management. This may include support on customer visits. * Travel to other markets to assist with new hire training as needed.SCOPE OF POSITION:Works under limited supervision, no supervisory responsibility but may provide leadership to entry level Account Consultants. Position requires a self-motivated well organized individual with initiative and ability to work effectively both independently and in a team environment. The AC is a complex position requiring the ability to utilize product knowledge and customer service techniques to effectively and proactively manage and develop long term business relationships with large and high profile customers. AC must be able to communicate clearly and effectively verbally and in written communications to internal and external contacts and do so in a time sensitive manner. Must demonstrate an ability to organize and prioritize one's work load while also being able to reprioritize as unforeseen situations arise without losing sight of the previous work load and commitments. Frequently contacts internally with all levels of employees, particularly within the Sales and Operations Departments; frequently contacts externally with all levels of employees of existing Allstream customers.ESSENTIAL REQUIREMENTS:Qualified candidates at all levels will possess: * Bachelor's degree in Business or Marketing or a related field, or the equivalent in training and experience. * Account management experience within the communications industry. * Working knowledge of how technology is used to enable business goals or overcome business challenges. Understanding of voice and data networking products, and telecommunications operations. * Experience which demonstrates the ability to facilitate a meeting with small and large sized groups in a professional manner, as well as customer contacts at various levels in management. * Experience which demonstrates strong analytical, time management, problem solving, prioritization and planning skills. * Exceptional verbal and written communication skills which demonstrate techniques in persuasion, selling, negotiation, conflict resolution and customer service. * Computer skills, including spreadsheets, presentation and word processing programs. Possess knowledge of company processes and organizational structure. * Requires the ability to travel to customer sites on a frequent basis. This requires the possession of a valid state driver's license, insurance and vehicle within 60 days of hire. A background investigation of driving record will be conducted if driving is essential. * Additional competencies required in multi-tasking, accuracy, customer service, decision making, logical problem solving, organization, communication, sales techniques and interpersonal awareness are necessary.Candidates must meet the following requirements to be successful at the following levels:* AC I At least three years of telecommunications call center experience; or at least one year telecommunications account management and/or direct sales experience.* AC II At least four years of telecommunications account mana
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Outreach Consultant Deafblind Specialty

State Of Colorado

Posted Yesterday

VIEW JOBS 8/17/2019 12:00:00 AM 2019-11-15T00:00 Department Information This announcement will remain open until a hiring decision is made. Interested applicants are encouraged to apply in a timely manner to be considered for the position. The Colorado Constitution, Article XII, Section 13 requires that applicants for state classified government jobs be residents of Colorado. About Us If your goal is to build a career that makes a difference, consider joining the dedicated people of the Colorado Department of Human Services (CDHS). Our professionals strive to design and deliver high quality human and health services that improve the safety, independence, and well-being of the people of Colorado. In addition to a great location and rewarding and meaningful work, we offer: In addition to rewarding and meaningful work, we offer excellent benefits: * Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan www.copera.org plus 401(k) and 457 plans * Medical and dental health plans * Employer supplemented Health Savings Account * Paid life insurance * Short- and long-term disability coverage * 10 paid holidays per year plus vacation and sick leave * Discounted RTD EcoPass (Denver Metro locations) * BenefitHub state employee discount program * CafeWell employee wellness program * Excellent work-life programs, such as flexible schedules, training and more * Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, go to https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/public-service. Our Culture & Environment Our vision is that the people of Colorado will be safe, healthy, and prepared to achieve their greatest aspirations. Through our core values listed below, CDHS staff are committed to: * Making decisions with, and acting in the best interests of the people we serve, because Colorado's success depends on their well-being * Sharing information, seeking input, and explaining our actions because we value accountability and transparency * Managing our resources efficiently because we value stewardship * Promoting a positive work environment, and supporting and developing employees, because their performance is essential to Colorado's success * Meaningfully engaging our partners and the people we serve because we must work together to achieve the best outcomes * Committing to continuous learning because Coloradans deserve effective solutions today and forward-looking innovation for tomorrow Outreach & Consultative Services is the central point of contact for governmental agencies, public and private entities and to community-at-large for all inquiries related to access to communication and environmental information for deaf, hard-of-hearing, and deafblind consumers. Outreach's primary goal is to ensure effective communication and access to environmental information through technical assistance, consultations, trainings, accessibility assessments, review of policies and procedures, and to create standard procedures and implement rules that affect change for improvements to accessibility. The outreach and consultative services unit is statutorily assigned to the Colorado Commission for the Deaf, Hard of Hearing, and DeafBlind (CCDHHDB), which also has a high level commission comprised of Governor-appointed experts in multiple disciplines related to individuals who are deaf, hard-of-hearing, and deafblind. CCDHHDB and the Outreach unit require coordination with state and local entities to facilitate the provision of equal access. The Outreach unit serves to provide responses to inquiries, consultation on policies and procedures and training of personnel. Description of Job This position ensures that the legislated mandates of goals, objective, policies, procedures, guidelines, and services are carried out for deafblind individuals, and works with CCDHHDB and the Colorado Department of Human Services to support the development or maintenance of a system that ensures provision of education and training to entities that will interact with the same consumer group. Some duties include (but are not limited to): * Design technical assistance, including planning, developing and coordinating activities and programs that enhance access to services, programs and activities of ADA Title I entities: Employers with 15 or more employees; ADA Title II entities: state and local government agencies and ADA Title III entities (public accommodations). * Conducts statistical analysis and comparative analysis with similar programs in other states for the initiation and continuance of quality programs. * Serves as central resource related to deafblind topics. * Serves as Staff Authority and central point of contact to the department and state to increase department-wide and state-wide knowledge and awareness of the communication & environmental access needs and how to work with service providers * Provides technical assistance and consultation for the provision of effective communication & environmental access according to state and federal mandates. * Collaborates with national and state technical assistance organizations to design and develop a sustainable statewide technical assistance support. * Serves as central point of contact regarding strategic plan and direction of the deafblind related Outreach and Consultative Services, including product development for or about the same population. Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights Graduation from an accredited college or university with a bachelor's degree in Deaf Education, Social Work, Public Administration, Human Services, Vocational Rehabilitation or other closely related degree AND Three years of professional experience administering programs related to services for individuals who are deafblind. Experience must have included providing accessibility assessments, providing technical assistance and training, developing communications, and collaborating with multiple stakeholders and groups on issues pertaining to deafblind individuals. Definition of Professional Experience: Work that involves exercising discretion, analytical skill, judgment, and personal accountability, and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods. Substitutions: A combination of work experience in the occupational field or specialized subject area of the work assigned to the job, which provided the same kind, amount, and level of knowledge acquired in the required education, may be substituted on a year-for-year basis for the bachelor's degree. A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment may be substituted for the bachelor's degree and at the agency's discretion, one or two years of professional work experience with individuals who are deafblind.. Applicants using education as a substitution MUST supply unofficial transcripts before the application deadline to the Human Resources office. Applications requesting this substitution without transcripts will NOT be considered. Preferred Qualifications: * Experience and knowledge related to deafblind access * Excellent public and interpersonal communication skills * Excellent written communication skills * Be proficient in American Sign Language Conditions of Employment: * A pre-employment criminal background check will be conducted as part of the selection process. Felony convictions, conviction of crimes of moral turpitude, or convictions of misdemeanors related to job duties may disqualify you from being considered for this position. Should your background check reveal any charges or convictions, it is your responsibility to provide the CDHS Background Unit with an official disposition of any charges. * Former State employees who were disciplinarily terminated or resigned in lieu of termination must disclose the information on the application and provide an explanation why the prior termination or resignation should not disqualify the applicant from the current position. Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination will disqualify the applicant from future State employment with CDHS. Where You Will Perform Your Work This position will perform the required work in downtown Denver and across the state to provide workshops and training. APPEAL RIGHTS: If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination. Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging. Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director's Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director's Administrative Procedures are available at www.colorado.gov/spb. A standard appeal form is available at: www.colorado.gov/spb. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination. Supplemental Information Here's How to Apply (PLEASE READ CAREFULLY) In order for your application to receive full consideration, you must complete the online application as outlined below, AND * Submit a cover letter addressing your experience working with deafblind individuals, why you are interested in this position, and describe how you meet the minimum qualifications. * Unofficial transcripts ONLY IF YOU ARE USING EDUCATION AS A SUBSTITUTION IF YOU DO NOT SUBMIT EACH OF THESE DOCUMENTS, YOUR APPLICATION WILL BE CONSIDERED INCOMPLETE AND MAY PREVENT YOU FROM PROGRESSING TO SUCCESSIVE STAGES IN THE SELECTION PROCESS. Please note that ONLY your State of Colorado job application will be reviewed during the initial screening. Therefore, it is paramount that you clearly describe all of your relevant experience on the application itself. Applications left blank or marked "SEE RESUME" will not be considered. Please note that ONLY your State of Colorado job application will be reviewed during the initial screening; if you submit a resume and cover letter, they will be reviewed in later stages of the selection process. Therefore, it is paramount that you clearly describe all of your relevant experience on the application itself. Applications left blank or marked "SEE RESUME" will not be considered. Your application will be reviewed against the minimum qualifications for the position. If your application demonstrates that you meet the minimum qualifications, you will be invited to the comparative analysis process, which is described below. Note: Current and former employees (transfers, voluntary demotions and reinstatements) are required to apply and participate in the comparative analysis process. Comparative Analysis Process The comparative analysis process for this position may consist of a structured application review, and a structured interview depending on the number of qualified applicants. ADAAA Accommodations: Any person with a disability as defined by the ADA Amendments Act of 2008 (ADAAA) may be provided a reasonable accommodation upon request to enable the person to complete an employment assessment. To request an accommodation, please contact by phone 1-800-929-0791 or email ADA Coordinator at cdhs_ada@state.co.us at least five business days before the assessment date to allow us to evaluate your request and prepare for the accommodation. You may be asked to provide additional information, including medical documentation, regarding functional limitations and type of accommodation needed. Please ensure that you have this information available well in advance of the assessment date. Toll Free Applicant Technical Support: If you experience technical difficulty with the NEOGOV system (e.g. uploading or attaching documents to your online application) call NEOGOV technical support at 855-524-5627 Mon-Fri between 6 am and 6 pm (Pacific Time). Helpful hints: if you are having difficulty uploading or attaching documents to your application first, ensure your documents are PDF or Microsoft Word files, and second, close the document before you attempt upload (attach) it. For Recruiting questions, please contact jessica.bosick@state.co.us ~THE STATE OF COLORADO IS AN EQUAL OPPORTUNITY EMPLOYER~ State Of Colorado Denver CO

Account Consultant

Allstream Business Inc.