BlackFin Square ยท 3 days ago
Telecom Client Account Manager - CCaaS
United States
Full-time
Remote
Senior Level, Lead/Staff
10+ years expBlackFin Square is a high-impact facilitator of global network and infrastructure services, and they are seeking a Telecom Client Account Manager with expertise in Contact Center as a Service (CCaaS). This role involves managing a portfolio of high-value enterprise accounts, overseeing CCaaS lifecycle management, and ensuring operational excellence across various telecom-related requests.
Information Technology
Responsibilities
CCaaS Lifecycle Management: Act as the Subject Matter Expert for Contact Center platforms. Proactively manage user seat counts, license "true-ups," and utilization to prevent billing leakage on all major platforms like Genesys, NiceCXone, or Five9
Drive Proactive Planning: Create and execute forward-looking Account Plans and lead Annual Business Reviews (ABRs) for high-value clients
Master the Contract Lifecycle: Take full ownership of the commercial relationship. You are responsible for ensuring all Service Contracts are valid, executed, and proactively managed 90 days prior to expiration
Migration Oversight: Serve as the post-sales operational lead during migrations from on-premise PBX to Cloud Contact Center solutions, overseeing the operational health of applications (IVR flows, call routing)
Navigate the Channel: Manage complex relationships between Clients, Carriers, and Partners (Agents/Master Agents) to ensure seamless delivery and dispute resolution
Operational Precision: Serve as the escalation point for various customer telecom-related requests. You will manage and maintain your book of business in our internal CRM with 100% accuracy
Qualification
Required
10+ years of operational experience in the Telecommunications industry
5+ years of recent, high-touch experience managing Enterprise Contact Center (CCaaS) environments (Genesys, Five9, NiceCXone, Talkdesk, 8x8, etc.)
Deep operational familiarity with major Contact Center as a Service platforms
Solid working knowledge of the underlying transport technologies that power the Contact Center, including SIP Trunking, SD-WAN, MPLS, and VoIP/UCaaS environments
Proven ability to read, interpret, and negotiate commercial Service Contracts and Service Orders (MSAs/SOF)
Demonstrated self-starter who can manage their own data entry, reporting, and inventory audits
Preferred
Prior experience in a formal Client Account Management role, specifically focusing on retention and lifecycle management
Experience working within the Indirect Sales Channel (supporting Agents, Partners, or Master Agents)
Benefits
Work from home! We are a remote-first culture that values output over office hours.
Competitive Compensation! 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!
Company
BlackFin Square
BlackFin Square is a Provider of a hosted, tailored and managed solution using UCaaS
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Shannon Grube
Chief Executive Officer | CEO | Chief Negotiator | Philanthropic Leader
Chris Parker
Chief Operations Officer | COO | Chief Technologist | Philanthropic Leader
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