Sr. Account Manager

Salary: $80,000-$81,120 Job qualifications * A Bachelor's degree or equivalent experience is required * Over 6 years' experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment * Demonstrated record implementing solutions that have resolved poor client, service or contract performance or difficult situations, or have improved or sustained satisfactory contract performance * Excellent client service skills with a service-minded approach toward the client * Proven experience in the delivery and management of complex or multi-service solutions for clients * Minimum of four years of successful financial management; demonstrated record of managing day-to-day and strategic decisions that impact P&L * Able to make independent financial decisions for scope of responsibility * Minimum of four years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functions * Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction * Attention to detail with demonstrated organizational skills * Must be able to meet deadlines and complete all projects in a timely manner * Able to handle sensitive and/or confidential documents and information * Able to make independent decisions that conform to business needs and policy * Must be able to interact effectively with multi-functional and diverse backgrounds * Able to work in a fast-paced environment * Must be self-motivated with positive can-do attitude * Intermediate to expert level Microsoft Office skillset Supervision * Number and title(s) of direct reports (if any): 2 -15 direct reports, including Manager(s), Supervisor(s) and/or Associate(s) * Received: Director of Operations, Senior Director of Operations, Account Director, Senior Account Director * Portfolio: Gross Profit 100k - 300k USD; Revenue 1-3 MM USD; Coverage: multiple locations, more than one client, multiple service lines Job relationships * Internal: This position works closely with Operations, Client Services and functional teams. * External: This position works closely with operational client contacts and vendors. Job duties (* denotes an "essential function") * *Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees * *People Leadership - develop a highly functioning client team * *Responsible for full employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management * *Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary * *Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development * *Foster cross-training and a sense of team work to optimize client service delivery * Operational Leadership - ensure account meet or exceed client expectations * *Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance * *Ensure Engage is implemented and utilized by team according to best practices * *Understand how Engage operates, the data it requires and generates. * *Utilize Engage output for client reporting at an expert level and use data to manage team, workflow, quality and individual performance * *Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; timely resolve issues escalated by the client * *Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly * * Financial and Contractual Management * *Review monthly P&L and submit necessary changes to financial analyst * *Review all labor allocations; manage over-time and time-off to avoid non-billable charges * *Create and distribute monthly invoice, ensuring it meets contractual requirements * *Participate in the budget process; ensure all operational processes are managed to timeline and budget * * Customer & Account Leadership - * *Manage relationships with clients by ensuring a high level of customer satisfaction * *Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making * *Solicit feedback from clients (client outreach) regularly * *Educate clients on Williams Lea services already provided and those available through strong sense of the client's business and the impact our services may have on their success * *Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users - escalate opportunities to manager * Other * Participate or lead due diligence, implementation (people, process, technology) for new business within own client account(s); participate on other or new client accounts * Adhere to Williams Lea policies in addition to client site policies

Created: 2025-01-07