Essential Functions

Enterprise Client Relationships

• Manage relationships across assigned enterprise accounts, understand client business goals, and align connectivity solutions with those goals.
• Set and communicate expectations, responsibilities, timelines, and next steps with clients, sales representatives, and assigned service delivery managers.
• Coordinate resolution of client issues and escalations, using sound judgment and timely follow-through to maintain a positive client experience.
• Partner with Sales to prepare and deliver quarterly business reviews and clearly communicate service performance, priorities, and opportunities.

Sales Support and Account Lifecycle

• Prepare and oversee accurate pre-sales quotes, pricing, contracts, scopes of work, project plans, order documentation, and sales paperwork.
• Manage opportunities and orders from the sales stage through accurate billing and revenue recognition, supporting company revenue objectives.
• Track contract end dates and coordinate renewals and re-rates; partner with Sales to identify opportunities for clients to evolve their technology solutions.
• Maintain complete, accurate, and timely client records, opportunities, transactions, and service activity in the company CRM.

Project and Service Delivery

• Manage and oversee contracts, order entry, provisioning, design, installation, and billing coordination for new services and moves, adds, or changes to existing services.
• Coordinate internal teams and external providers to deliver enterprise projects within agreed scope, timelines, budgets, and resource constraints.
• Track schedules, dependencies, risks, and changing requirements; adjust priorities and communicate changes to stakeholders.

Team Leadership and Process Improvement

• Provide day-to-day leadership, delegation, coaching, mentoring, and problem-solving support to help the team achieve approved objectives.
• Develop and refine processes for clear opportunity intake, accurate order submission, effective handoffs, and consistent service delivery.
• Identify individual and team training needs with Support Enablement, pursue relevant development opportunities, and share learning across the organization.
• Evaluate technologies and tools that improve delivery efficiency; stay current on company, department, and industry developments and contribute to Operations goals.
• Maintain a presence in a Carrier Access corporate office when requested or required, and perform other job-related duties as assigned.
• Perform additional duties as assigned

Education and Experience

• Bachelor’s degree preferred in business administration, management, marketing, communications, economics, MIS/CIS, liberal arts, or a related field.
• Minimum of 7 years of relevant project management experience in telecommunications, IT, and/or software development.
• Prior team leadership experience in telecommunications and/or software development.
• Experience cultivating and managing client relationships across operational and executive levels, with the ability to support complex enterprise accounts.
• Prior business-to-business sales experience with a demonstrated record of successfully promoting and selling products or services.
• Knowledge of voice and hosted voice, network and data services, IP, VPN, SaaS, web hosting, and customer premises equipment desired.

Required Skills and Abilities

• Communicate clearly with technical and nontechnical audiences, including executive stakeholders; listen actively, clarify requirements, and present solutions effectively.
• Represent Carrier Access across client departments and leadership levels by explaining how its services support client goals.
• Build collaborative relationships, negotiate effectively, and exercise sound judgment consistent with company policies and procedures.
• Organize competing priorities, manage time and dependencies, and follow client needs and issues through to completion in a fast-paced environment.
• Apply practical and creative problem-solving skills while balancing client needs, business requirements, and service commitments.
• Maintain accurate documentation and strong attention to detail across quoting, contracts, orders, CRM records, and billing coordination.
• Work independently and collaboratively; lead, delegate, and coach others effectively.
• Use Microsoft Outlook, Word, Excel, PowerPoint, Teams, and SharePoint proficiently.

Bachelor's degree preferred; 7+ years project management in telecom/IT/software; team leadership experience; client relationship and B2B sales experience; proficiency in Microsoft Outlook, Word, Excel, PowerPoint, Teams, SharePoint.

Key Responsibilities

• managing client relationships
• coordinating service delivery
• leading team

Skills & Tools

Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Teams, Microsoft SharePoint

Job Details

• Category: Customer Service
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United States
• Languages: English

About Carrier Access, Inc

A telecommunications company providing connectivity solutions and enterprise client services. — Industry: Information Technology