Account Manager, Client Services

Support Services Group is looking for a dedicated and proactive Account Manager. The Account Manager acts as a liaison between all managing partners, parties, and vendors on behalf of the clients. The AM functions as the primary contact in managing the entire client experience for all contract clients’ various channels from pre-sales through post-sales, retention-based customer service experience, LiveChat, and/or email support, through new client implementation and ongoing support.

Principal Duties/Responsibilities:

· Provide client support services in accurate and timely fashion.

· Maintain high level of professionalism and competence in every client interaction.

· Build positive and productive relationships with clients.

· Make frequent client calls and visits to strengthen client relationships and monitor all relevant performance metrics.

· Schedule and conduct monthly or quarterly business reviews as it relates to all facets of the client’s business

· Seek initiatives to support client’s growth potential, including offering all SSG services as it becomes applicable to client’s business.

· Analyze and resolve service issues promptly.

· Inform management about complex client issues and resolutions.

· Maintain client focused working environment for team.

· Work in compliance with company policies and procedures.

· Identify and develop new business opportunities with client contacts.

· Utilize effective problem solving and time management skills in client service operations.

· Assist in risk assessment and mitigation activities.

· Develop process improvements to enhance service efficiency and effectiveness.

· Provides assistance to less experienced staffs when needed.

· Attend educational trainings and workshops for professional growth.

· Provide support in new product development and enhancement activities.

· Supervise, coordinate, and manage company’s Client Management process as well as functions.

· Evaluate client’s KPIs and ensure that performance is meeting the client’s expectations.

· Possess excellent data presentation skills including business reviews (monthly, quarterly, annually)

· Communicates clearly, both written and verbally.

· Must be able to handle multiple tasks at once and prioritize efficiently.

· Must have an ability to handle both positive and negative situations when dealing with campaign set-ups and daily sales reports with clients.

· Performs work accurately in a detail-orientated manner.

· Handles situations and resolutions in the best interest of both the client and company.

· You will be asked to utilize all methods/platforms of communication that are used by the internal team as well as the external clients. This includes having work email on your phone, installing apps such as Teams, Skype, Slack on your phone – any method that should keep you connected and/or give redundancy to communication should a barrier with communication occur.

· Other duties as assigned.

Recommended Skills/Abilities:

· Maintains positive attitude in a changing, fast-paced, goal-driven, and team-oriented environment.

· Identifies inefficiency in current processes and proposes solutions with limited guidance.

· Highly articulate in both oral and written communication, presentation, persuasion, and negotiation to achieve desired result.

· Ambitious, flexible, and aggressive. A self-starter who requires minimum supervision and adapts easily to changing work environments and requirements and can drive for results.

Required Experience:

· Minimum of one year in a responsible customer/client-focused role

Education:

· Associates degree in Business or related/equivalent field experience required

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Last updated on Sep 6, 2024