Telecom Client Account Manager
THIS IS NOT A SALES ROLE BlackFin Square is a high-impact facilitator of global network and infrastructure services, delivering single-sourced solutions across multiple vendors and platforms in 40+ countries. We operate in the Indirect Sales Channel, serving as the bridge between Enterprise Clients, Carriers, and Partners. We are rapidly growing and looking to add a Proactive Client Account Manager to our team. This is a high-visibility leadership role for an account manager who thrives on ownership, data-driven planning, and rigorous execution. Top Reasons to Work with Us
- Work from home! We are a remote-first culture that values output over office hours.
- Very competitive comp/benefits plan! Includes a strong base salary plus a performance-based Quarterly Bonus Opportunity.
- Stability of a highly profitable global organization with a fast-paced agile environment! You will have direct access to leadership and the ability to make an immediate impact without bureaucratic red tape.
What You Will Be Doing
- Drive Proactive Planning: Act as the Proactive Lead for a portfolio of high-value enterprise accounts. You will move beyond simple "check-ins" to drive client retention by creating and executing forward-looking Account Plans and leading Annual Business Reviews.
- Master the Contract Lifecycle: Take full ownership of commercial relationship. You are responsible for ensuring all Service Contracts are valid, executed, and proactively managed 90 days prior to expiration.
- Operational Precision: Serve as the escalation point for various customer telecom-related requests. You will manage and maintain your book of business in our our internal CRM with accuracy
- Navigate the Channel: Manage the complex relationships between Clients, Carriers, and Partners (Agents/Master Agents) to ensure seamless delivery and dispute resolution.
- Drive Technology Optimization: Proactively audit client infrastructure to recommend upgrades or consolidations in Voice, Data, and Internet services.
What You Need for this Position
- Proactive Account Management: 5+ years of Account Management in Telecommunications, with a focus on retention and lifecycle management.
- Channel Fluency: Demonstrated experience working within the Indirect Sales Channel (supporting Agents, Partners, or Master Agents) is highly preferred.
- Tech Stack Mastery: Solid experience with the implementation and management of Voice, Data, and Internet technologies (DIA, MPLS, SD-WAN, VoIP/SIP, uCaas, cCaaS).
- Contract Literacy: Proven ability to read, interpret, and negotiate commercial Service Contracts and Service Orders (MSAs/SOF).
- Data Independence: Demonstrated self-starter who can manage their own data entry, reporting, and inventory audits without administrative support.
Our Hiring Process
- 15-Minute pre-screen
- 1-Hour Formal Interview
- 30-Min Culture Panel Interview
- 1-Hour Executive interview
- Clifton Strength Finder Assessment
- Personal Reference Check
- Background Check
The First 90 Days: Expectations & Probationary Period To ensure a successful onboarding and mutual fit, this position includes a 90-day probationary period. We will work closely with you to help you reach the following milestones:
- Days 1-30: Foundation and Systems: Master internal CRM and begin understanding Blackfin Square processes and workflows. Start understanding the business models of your assigned customers and create a gameplan of how you are going to manage their accounts. Engage quoting and MACD management.
- Days 31-60: Account Management: Gain advanced understanding of Blackfin Square system and processes, start establishing customer, provider and master agent relationships.
- Days 61-90: Semi-Independent Execution: Identify and focus on areas of improvement, Take a more autonomous ownership of your accounts. Successfully manage carrier escalations, pursue SLA credits, and independently resolve vendor disputes. Demonstrate knowledge of contracts, MSAs and how they impact your customers. Demonstrate an advanced level of understanding of your customers and their needs and be executing a plan to keep providing value.
At the end of the 90 days, we will conduct a formal performance review to confirm your operational capability and alignment with Blackfin Square core values before finalizing your future with us. THIS IS NOT A SALES ROLE