Service Account Manager - B2B/Carrier (AppleCare US)

Austin, Texas, United States
Support and Service


Posted: Nov 5, 2018
Weekly Hours: 40
Role Number: 114339038
The AppleCare B2B/Carrier Service Manager will manage the relationship between AppleCare and Carrier/B2B partners such as wireless carriers and insurance providers. You will work closely with AppleCare Business Development, Apple Sales and cross-functional teams within AppleCare to effectively run the service operations aspects of these relationships. You will possess impeccable business insight, a strong drive for results, and the ability to successfully navigate in an evolving business area to design new services offerings and processes that deliver value to Apple and to our partners.

Key Qualifications

  • Strong negotiation skills
  • Comfortable with ambiguity
  • Experience with account management
  • Demonstrated business insight
  • Attention to detail
  • Deep understanding of supply chain fundamentals and forward/reverse logistics
  • Strong knowledge of hardware service and support processes
  • Well-versed in data analytics and familiarity with visualization tools
  • Excellent verbal and written communication skills; ability to communicate concisely and adapt to audience
  • Extremely well-organized and experience leading large-scale projects
  • Ability to travel up to 30%


The AppleCare B2B/Carrier Service Manager will develop and drive strategy for our service relationships with wireless carriers and insurance partners in the US. You are versatile and excel in relationship management, cross-functional collaboration and project management. In addition, you will play a key role in driving the development and implementation of new business paradigms with these partners focused on implementation of AppleCare+ or sales of Apple genuine parts and supply chain services. These new business models represent an exciting growth opportunity to improve the customer experience for iPhone owners that have purchased third-party insurance or extended warranties. Key Responsibilities Include: - Act as a primary liaison between B2B/Carrier partners and the AppleCare Service organization - Grow AppleCare revenue by identifying opportunities to expand the use of Apple genuine parts or supply chain services - Negotiate terms related to new business models - Partner closely with AppleCare Business Development to support execution of AppleCare sales initiatives - Host regularly scheduled conference calls to discuss partner needs, existing issues and new product or program launches - Develop and implement scorecards to track internal and external metrics - Drive internal Apple meetings to review Carrier/B2B Partner account status and metrics - Lead quarterly business reviews with partners to drive continuous improvement - Facilitate reporting needs and exchange of reporting between Apple and partner - Ensure Service Level Agreements & Key Performance Indicators are implemented and followed - Assist partner to implement and improve service processes to achieve business goals - Spearhead development of strategies for improving overall customer experience

Education & Experience

MS/MBA preferred plus 5+ years related experience, or BA/BS degree plus 7-10 years industry experience

Additional Requirements