Account Manager

JOB SUMMARY: The Account Manager team member is responsible for providing consistently delightful experiences for both internal and external customers. They will work as part of a department that merges previously independent teams of Client Advocates, Implementation, and Credit-Collections into a single department to build highly strategic, integrated cradle-to-grave relationships as solutions experts rather than problem solvers. RESPONSIBILITIES: Ensuring high retention rates on all contract customers, generating growth within the existing contract customer base, detecting at-risk customers early, and providing seamless new account handoffs. They must also master Balanced Scorecard principles for leading and managing the department to drive greater operating efficiencies. Work closely with the Client Concierge Manager to ensure team members have the necessary skills and knowledge to deliver delightful experiences, seamless handoff of new accounts from sales and coordination with implementation, customer service, and service operations, and building a solid foundation for consistent delivery of delightful internal and external customer experiences while maintaining contract terms. They will also bundle Help Desk functions and oversee the group email address as a particular function within Assign a single CC member to a new contract implementation role with the manager serving as back-up, reorient the process used to kick off Service-Delivery Chain Excellence, segment the contract customer base, and establish an outbound call schedule for different categories of customers. Required Skills Link concepts to action on strategic and tactical levels Exceptional problem-solving skills Exceptional listening skills Ability to work in a fast-paced environment Outstanding Customer Service Time management and multitasking skills to handle multiple tasks and clients at once Benefits: Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Life insurance • Paid time off • Professional development assistance • Referral program • Retirement plan • Vision insurance Employee perks & discounts on various services, such as wireless plans, entertainment, sporting events, and gym reimbursement program. #ZR

Created: 2024-11-05