Position Title: Client Services Account Manager Home Department: Client Services
Reports To: VP of Client Services/Director of Client Services Location: Corporate Sites/Remote
FLSA Class: Exempt, Full-time Revision Date: 3/18/19
Summary
The Client Services Account Manager provides support to key clients and serves as the point of contact for company/client interactions
Essential Functions
- Responsible for the management of multiple client accounts
- Serve as main point of contact for clients
- Analyze call center trends as they relate to the client engagement
- Participate in the new client onboarding process with clients and internal business units
- Maintain weekly/monthly productivity reports and consult with each client to achieve performance goals and maximize revenue and profitability along with Operations
- Coordinate client related requests and enhancements with all internal business units
- Produce and/or coordinate all client reporting
- Participate in client related meetings and conference calls
- Conduct monthly business review and satisfaction survey with client to ensure proper forecast of new business, staffing requirements, and overall client satisfaction
- Refer potential sales opportunities of the client to Sales and assist as needed in the sales process
- Participate in RFP response process where needed
- Participate in client training as required
- Partner with Accounting to verify and authorize client invoices
- Meet required criteria for work schedules and adhere to attendance policies as outlined in the Employee Handbook and site policies and procedures
- Maintain knowledge, understanding, and compliance with all federal, state, and local laws and regulations within functional area and with Company policies and procedures
- Adhere to the practices outlined in the Information Security Management System
Non-Essential Functions
- Perform other duties as assigned
Supervisory Responsibilities/Accountabilities
- This position may or may not have Supervisory Responsibilities/Accountabilities
Requirements
- High School Diploma or GED certificate, Bachelor’s degree preferred
- Display independent judgment in planning, analysis, and decision-making
- Adept at using computer office productivity software, Microsoft Office products, and various Windows operating systems
- Three years minimum account management experience with proven track record of managing multiple accounts preferred
- Demonstrated understanding of account contracts, reports, and internal profit and loss statements and possess ability to analyze reports and understand overall impact to the client
- Must be flexible to meet operational and client timelines and requirements
- Positive attitude, detail-oriented and highly motivated, coupled with excellent documentation skills
- Ability to effectively prioritize and manage resources to meet the needs of multiple concurrent projects
- Excellent customer service skills, including strong problem solving and negotiating skills, interpersonal, written, and oral communication skills. Ability to listen, communicate (written and verbal). Ability to professionally communicate and interact effectively with all levels of internal and external customers
- Ability to work independently, self-starter, energetic, demonstrate good common sense, ethical and sound judgment
- Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures
Working Conditions
Work is generally performed within an indoor office environment utilizing standard office equipment
Physical Requirements
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to use hands to finger, handle or feel; and reach with hands and arms. Extensive use of keyboards and computers
Position Type/Expected Hours of Work
Some flexibility in hours allowed, but must be available during the department’s scheduled hours and guidelines. Full-time employees must maintain continuous full-time employment status
The position description lists the primary functions and requirements of the role, and is not all-inclusive. Other responsibilities may be assigned at any time with or without notice. The position description is subject to change to meet the needs of the business. Reasonable accommodations will be available to assist employees with disabilities to perform the essential functions of the position, unless doing so would create an undue hardship for the Company.
Radius Global Solutions, LLC is an Equal Opportunity Employer
EEO/Veteran/Disabled
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