PRIMARY RESPONSIBILITIES
Grow and nurture an existing Account Management team by recruiting, selecting, orienting, training, assigning, scheduling, coaching, and counseling employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; continuously enhancing and streamlining policies and procedures.
Achieves Client Services objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing change.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
REQUIREMENTS
Bachelors degree in Business/Engineering or related field. Advanced degree preferred
5-7 years increasing experience managing individuals and managers
Experience in leading strategic, cross-organizational programs to positively impact customer experience
Experience in developing and inspiring teams
Experience dealing directly with customer CEO/CFO level staff
Metrics driven with strong analytical skills, including in depth data analysis
Must be a self-starter, have a bias for action and be able to drive for results
Must be able to see through complexity to find the best path forward
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