Account Manager - Mon - Fri 9am-6pm

About the Role

Key Responsibilities

• Establish the quality of service delivery across their portfolio of accounts
• Implement standardized processes for all aspects of operations
• Track operational controls and ensure management information reporting requirements are fulfilled
• Accomplish action items from account plans
• Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services
• Follow delegations of authority for operations team
• Partner with functional teams, adhering to appropriate corporate policies, internal controls, and reporting
• Manage staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
• Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
• Investigate and resolve issues escalated by the portfolio client(s) and communicate significant issues to the Operations Director and client services
• Manage overall performance metrics of accounts/departments against contract/target metrics
• Provide team with clear communications regarding target metrics/expectations and support their achievements
• Escalate operational, compliance, and financial risk areas
• Manage the selection, induction, development, retention, motivation, and performance of direct reports
• Establish a structured succession plan for key roles
• Support new business implementation
• Cascade key business and organizational messages down to the associate level
• Share knowledge, best practices, and solution designs within management teams to ensure continuous improvement
• Ensure operational processes stay within budgets and timelines
• Provide training and development opportunities and serve as a mentor for direct reports
• Compile and issue monthly client billing
• Manage staff allocation through optimized scheduling, cross-training, and fostering teamwork

Requirements

• Bachelor's degree or equivalent experience
• Over 5 years' experience and a proven track record of leadership and management in a customer service environment
• Demonstrated record implementing solutions that resolve poor contract performance or difficult situations
• Excellent client service skills with a service-minded approach
• Proven experience in delivering and managing complex multi-service solutions for clients
• Minimum of two years of successful financial management with understanding of how decisions impact P&L
• Experience in managing staff performance and operational metrics

Nice to Have

• Sales or professional consulting experience

Qualifications

• 5 years of experience in a relevant leadership role
• Bachelor's degree or equivalent

Benefits & Perks

• Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)
• 401k Retirement Savings Plan Including Employer Match
• Paid Time Off (PTO)
• Life Insurance
• Paid Parental Leave
• Short-term & Long-term Disability
• Flexible Spending Accounts
• Domestic Partner Coverage
• Commuter Benefits
• Legal Assistance
• Employee Assistance Program (EAP)
• Additional Employee Perks and Discounts