Account Manager

The Account Manager manages a team of Account Specialist. Provides on time response to customer inquiries with immediate and thorough resolution to customer challenges and problems. Handles escalated customer issues for customer team. Maintains service order database. Monitor service orders and customer third party systems ensuring on time completion and updates. The Account Manager is responsible for coordinating multiple projects that are used to meet client expectations and goals. Completion of administrative tasks.

DUTIES AND RESPONSIBILITIES:

• Create standard scope proposals and distribute to customers based on the contractual guidelines and pricing. Follow up as required for timely execution.
• Review and comprehend customer contracts of designated team to ensure service level agreements are met, per customer specifications.
• Receive and handle all escalated customer issues, negotiate/draft resolution plans, ensure issues are resolved in a timely basis and recommend process improvements to prevent reoccurrence.
• Respond timely to customer emails and phone calls, providing an escalated level of customer service, directing customer service teams as required to resolve issues.
• Compile and distribute customer reports, schedules and PO's to meet customer reporting and SLA requirements; prepare and present reports on compliance with customer performance metrics.
• Identify technical services and process improvements needed to provide improved customer support and provide recommendations to manager.
• Maintains service order database of customer locations, service requirements, agreements, and schedules. May require coordination with other departments.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises 4-6 employees within the department(s).
• Indirectly supervises 4-6 employees within the department(s).
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; monitoring team schedules, payroll and discrepancies; rewarding and disciplining employees; addressing complaints and resolving problems.

COMPETENCIES:

• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

QUALIFICATIONS:

• Experience required, Customer Service, Work Order Management, Fire Protection Knowledge.
• Associate degree (AA) or equivalent from a two-year college or technical school, or six months to one-year related experience and/or training, or equivalent combination of education and experience.
• Minimum (1) year managerial experience; leading a team of minimum 10 team members.
• Computer skills required; Microsoft Office Suite; Microsoft Dynamics AX preferred.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally/Frequently/Continually required to stand
• Occasionally required to stand
• Occasionally required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Continually required to talk or hear
• Ability to lift 15 lbs. at times
• While performing the duties of this job, the noise level in the work environment is usually moderate