Account Manager

Job Summary

Account Manager is a support role within the Client Services team, this role is responsible for nurturing relationships, ensuring satisfaction, and providing guidance and support for client accounts to ensure long-term success. Account Manager is an escalation point for clients and partners within Diversified Systems Resources (DSR) Client Services. Account Manager will be a key component of building trust in services, providing understanding of contractual agreements, and maintaining a consistent flow of communication within internal and external departments of assigned client projects.  

Responsibilities

• Serve as main escalation point for client issues
• Analyze, clarify, read, interpret, and apply contractual agreements and obligations between client and DSR
• Nurture relationships with DSR project teams as well as outward client teams to meet expectations of projects and contractual obligations
• Proactively reach out to contracts department to verify obligations or give awareness of key impacting changes
• When needed explain DSR’s contractual obligations to help the team understand the best approach with clients
• Proactively find opportunities for DSR to improve customer relations
• Participate in client-facing and internal calls on a regular basis, these calls are led by PMs, the account manager should have awareness of the activity for each project
• Work with Client Services team to ensure the timely and successful delivery of solutions according to client needs, PMs are responsible for day-to-day activities, the AM is responsible for oversight of the project
• Develop clear communications with leadership to collaborate client expectations
• Determining when a small audience is needed for an escalation call (escalation calls can be made by AM)
• Provide follow-up to clients on escalations as needed
• Participate in developing documentation, providing strategic planning and continuous improvement to processes
• Oversee project rollout activities to ensure contractual obligations are being met to client satisfaction
• Monitor client satisfaction and track key account metrics, proactively addressing concerns and resolving issues efficiently, and providing reports to clients as needed
• Identify opportunities to expand services within accounts and support upselling/cross-selling initiatives
• Facilitate quarterly business reviews with clients and partners
• Be an example of positive customer service internally and externally
• Maintain a calm and patient attitude when overseeing projects
• Influence and model a professional and empathetic attitude that fosters team cohesion and trust
• Other duties as assigned

Qualifications / Skill Requirements

• HS Diploma/GED required. Degree in Business or Communication field highly preferred
• 3-6 years’ experience in Account Management, Marketing, or Sales responsibilities
• Proven dependability with attendance, exceptional workplace conduct, and continuous positive performance & behavior
• Strong ability to work in a highly sensitive and confidential environment
• Travel to client sites as needed
• Advanced understanding and working knowledge of computer skills including but not limited to: Windows Operating System, Microsoft Office Products (Word, Excel, Outlook, PowerPoint), Email and Internet browsing
• Proficient in the English language with excellent verbal, written, presentation and interpersonal skills to communicate with various individuals
• Advanced problem-solving abilities and attention to detail
• Proven ability to handle escalations and highly deadline driven situations
• Ability to prioritize and organize effectively to work on projects simultaneously
• Ability to work both independently and with others in a sedentary environment
• Ability to operate in a fast-moving, team-oriented, collaborative environment with tight deadlines
• Ability to use good judgment and decision-making skills