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Position: Account Manager
Department: Account Services
Reports To: Director, Account Services
Type: Full-Time - Hourly
Number of Openings: One
Account Manager – The Account Manager will be the main liaison between our clients and our contact center agents, understanding client needs and requirements and ensuring they are carried through quickly and completely. You'll need to have excellent communication skills (via phone, in person, and e-mail), exceptional organizational and planning skills, and be able to manage multiple competing priorities. The Account Manager is a key ambassador of our brand mission to exceed the expectations of our clients, (and their clients), one extraordinary customer experience at a time.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Act as the main point of contact in all matters relating to client concerns and needs
Build and strengthen client relationships to achieve meaningful long-term partnerships
Maintain accurate client records, keeping track of any changes in service
Work with sales and other internal teams to ensure smooth onboarding of new clients
Develop a thorough understanding of our service offerings and capabilities to better upsell and cross-sell to clients
Programming accounts into our system with great detail
Following up on payment status with clients in arrears
Effectively communicate requirements and expectations to the team
Generate progress reports to give to clients and higher-ups within the organization
ARE YOU A GOOD FIT?
Minimum knowledge, skill and/or ability required to perform job functions:
Associates Degree or higher
Minimum of 3 years of demonstrated exemplary Customer Experience, preferably with experience in escalations or management.
Provide samples of past work
Project management and client relationship experience preferred.
Superior interpersonal skills and professionalism
Highest level of understanding of company programs, policies, services and products
Ability to solve problems at a tactical and functional level
Excellent oral and written communication skills, with exemplary platform skills
Solid work ethic and unquestioned integrity
Self-motivating, entrepreneurial spirit with the ability to be resourceful and take initiative
Exceptional spoken and written English skills
Demonstrates critical thinking ability
Demonstrated skill and experience with systems such as Hubspot or other CRM, Slack, Zoom and/or Formstack preferred.
Must demonstrate a clear understanding and appreciation of Contact Center concepts and practices, including: use of systems, call routing, various contact channels (voice, email, chat, etc…), various types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, career progression, employee engagement, staff development, diverse learning styles, and the unique demands of frontline staff.
Experience developing a culture of high standards, cohesive teamwork, and customer focus.
Excellent leadership and organizational skills; attention to detail; willingness to work in a fast-paced environment and effectively meet aggressive timelines.
Must possess adequate & engaging presentation skills
Advanced capabilities within Microsoft Office.
The ability to work independently, unsupervised, and deliver ongoing results.
Ability to work across groups both directly and indirectly to achieve a common goal
Demonstrate an understanding of change management, the importance of it, approaches, key tasks and imminent timelines
Advanced Analytical and data analysis skills
Strong partnership mindset
Highly organized and adept at multitasking
Consistently high performance
Reliable attendance and schedule adherence
If you are interested in applying for this position, please email your resume to Eusezhann Charles-Wilson, Senior Manager at firstname.lastname@example.org no later than May 11th 2023 at 12 pm.