Account Manager

The Account Manager position requires a highly detail oriented, accurate, customer service focused, organized, individual who will be responsible for managing the day to day activity of a high-profile customer account.  This includes:

• ensuring profitability of the programs,
• constant client interaction,
• retaining and growing the account’
• and communicating directly with the management teams for inbound and outbound agents. 

Essential Functions and Responsibilities 

• Maintain a high level of understanding of the client and their industry to assist calling staff in identifying new business opportunities.
• Communicate regularly with upper management regarding the account's performance.
• Deliver results of the account and team through regular Business Reviews and team meetings.
• Prepare reports and analysis for monthly and quarterly or end of program reviews.
• Define measurement systems to accurately monitor and report performance and client satisfaction.
• Manage defined programs including planning, development, implementation and follow-up for one or more accounts.
• Meet or exceed account objectives for revenue and gross profit.
• Deliver expected quality scores and results as demanded by the client.
• Develop direct reports through creating individual development plans, coaching these individuals to achieve their objectives and evaluating their performance.
• Assume the lead role in client communication with operational matters on the account.
• Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans when necessary.                                                                                              

Required Experience, Skills and Education: 

• Bachelor’s Degree preferred, with 1-2 years’ experience in call center management or an equivalent combination of education and experience.
• Strong and effective verbal and written communication skills
• Must be a team player and leader
• Strong decision-making skills
• Successfully manage multiple processes /projects simultaneously
• Excellent interpersonal and organizational skills
• Flexible to the needs of the business and clients
• Ability to effectively coach and develop direct reports and team.
• Build relationships with client and internal teams (CS, Finance, IT)
• Demonstrate professionalism in all situations
• Ability to review, analyze, interpret reports and performance statistics