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Client Service Account Manager

The Associate Account Manager position is responsible for assisting in the management of a client service team. This person will be tasked with cultivating an excellent customer service experience through training, coaching, and managing team members on defined client tasks and processes. Also, the role requires accountability for meeting deliverable deadlines, reporting pertinent customer service metrics, and managing communication escalations when necessary. Additional responsibilities include building the client relationship, completing ad-hoc report queries and website content updates, and resolving website and database bugs via ticket submissions.

Under general direction, responsibilities include:

  • A high level understanding of the business needs for each client team you are working with.
  • Gaining a detailed understanding of the various software products used by our clients.
  • Creating and delivering existing reports using existing query software in conjunction with MS Excel and Access
  • Creating ad hoc reports based on client requests
  • Making content updates to client websites on an as requested bases using HTML editor
  • Troubleshooting causes of website software and database bugs and submit tickets to IT for resolution
  • Working with BA & IT staff and internal users to test IT jobs according to testing plans. Providing feedback on test results and monitor open issues.
  • Providing team member training and coaching
  • Performing evaluations twice a year
  • Leading weekly team meetings to assure team members are briefed on changes and updates
  • Assisting account manager with documenting processes and procedures

Requirements: 

  • Bachelor’s degree or equivalent
  • 1+ years of experience in managing a team
  • 1+ years in report design, creation and quality assurance
  • Strong working knowledge of database query tools, spreadsheets and pivot tables
  • Strong experience with tools like Microsoft Excel, Word, PowerPoint and Access
  • Strong communication skills, written and oral, and the ability to work well with all user levels and IT staff
  • Familiar with HTML coding using HTML editor tools
  • Ability to handle multiple projects & tasks simultaneously
  • Actively encourage and engage in collaboration
  • Have a sense of ownership, urgency & initiative
  • Overtime as required

Experience: 

  • Proven proficiency with computers and internet software applications
  • Roles requiring basic understanding of: SQL & HTML
  • Excellent professional demeanor and interpersonal communication skills
  • Previous customer service management
  • Previous user process documentation-related role in a technical environment
  • Previous technical support role a plus
  • Workflow design, process execution, and testing protocols a plus
  • Some project management experience a plus 

 

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