Senior Level Leadership Position, the Account Manager plans, coordinates, and directs the support service delivery on client accounts. This position takes the lead role in client interaction ensuring client satisfaction and providing account direction. Specific expense, revenue, and profit goals are established. The Account Manager is measured by the well being of her/his account specific financials, client satisfaction, and employee development and retention.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Manage defined support services including planning, development,implementation, and maintenance for one or more accounts. Meet or exceed account objectives for revenue and gross profit. Facilitate effective and appropriate communications between account management team and support services staff within the call center. Develop and maintain client rapport and ensure client satisfaction as measured by end user satisfaction, client surveys, andother client feedback. Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans. Develop, grow, and maintain employee experience, capability,morale, and job satisfaction. Maintain a high level of understanding with regard to the client and their industry to assist sales staff in identifying new business opportunities. Communicate regularly with upper management regarding performance and areas that are out of compliance with contractual agreements. Define measurement systems to accurately monitor and report performance metrics and client satisfaction to the client, the company,and our employees. Assures that contract documentation and information is up to dateand files are maintained. Provides accurate, timely, and professional written, statistical and verbal reports to management for historical, current status, and forecasting purposes (including, but not limited to, budgets, pricing,revenue, staffing, training, seating, etc.).
SUPERVISORY RESPONSIBILITIES: Directly supervises team managers. Also may supervise trainers, product knowledge information managers, or other indirect positions that may ormay not be considered management.
QUALIFICATIONS: To perform this job successfully, an individual must be able to performeach essential duty satisfactorily. The requirements listed below arerepresentative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions. Strong and effective verbal and written communication skills. Must be a team player and leader. Successfully manage multiple projects simultaneously. Excellent interpersonal and organizational skills. Ability to review, analyze, interpret reports and performance statistic. Travel may be required.
EDUCATION and/or EXPERIENCE: Bachelors Degree preferred, with 1-2 years experience in call center management, or an equivalent combination of education and experience the account.
Customer Relationship Management
Resolve Customer Issue
Achieve Client Need