Job Description
Job Description
Job Description
Responsibilities
Summary
The Account Manager coordinates and implements new account set-up and maintenance for new and existing customers.
Primary Duties and Responsibilities
- The Account Manager implements new customer set up. Works closely with the Sales Department to ensure that contract requirements and customer expectations are met. Contacts customers to obtain account information needed to build procedures and create necessary documentation. May negotiate procedures with customers, either directly or through Sales Department, to ensure operational efficiency and customer satisfaction.
- Responds to existing customer requests for changes in procedures, notifications, reports or system access.
- The Account Manager serves as focal point for customer complaints. Researches and resolves issues, or escalates to upper management if necessary. Provides feedback to the Operational and Training Managers to ensure corrective action when necessary.
- Serves as second-tier support to operational staff for assistance with system questions, equipment troubleshooting and system anomalies. Communicates system issues to IT for correction; escalates system issues to upper management as necessary.
- The Account Manager is responsible for general account management of customer accounts including regular travel to customer sites to discuss issues, provide solutions and promote Company products and services to enhance customer satisfaction.
- Provides information required for RFP’s to Partnership Development and Proposal Departments.
- Obtains authorization in writing from customer for system changes/reports and maintains records of the same.
- Submits program change requests to IT department and for testing new program changes prior to rollout to operational staffs and customers.
- Recertifies customer case load to ensure proper population counts for billing.
- Ensures daily and monthly billing to include generating customer invoices.
- Works closely with Training and Operations Departments to ensure staff receive appropriate training on established procedures and procedural changes.
- Partners with Training Department to provide system training to new and existing customers.
- Available for on call rotation for operational issues.
- Performs other duties as assigned.
Qualifications
Minimum Requirements
- High School Diploma or General Education Development (GED) certificate required.
- Bachelor’s Degree in Business Administration, Criminal Justice or related field preferred.
- At least three (3) years of experience in customer support or training position.
- Previous experience managing large customer base.
- Valid state driver’s license and the ability to safely operate a motor vehicle required for customer and business travel.
- Ability to receive client’s approval to work on contract required.
- Strong interpersonal, written, and oral communication skills.
- Ability to maintain the highest level of confidentiality.
- Proficient computer skills, using MS Office software.
- Must be self- motivated with the ability to work independently.
- Ability to work in a multi-tasked environment.
- Ability to meet contractual deadlines and prioritize tasks.
- Ability to work with computers and the necessary software typically used by the department.
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BI Incorporated
Job Tags
Contract work