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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
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