Job Description
Summary: This role is focused on ensuring an exceptional "customer experience" by establishing and maintaining a professional and positive relationship with the customer. This includes frequent and open communications, scheduled meetings, and demonstrating a high sense of urgency regarding their needs. The Account Manager monitors periods of performance, prioritizes services to maximize fulfillment on each order, reconciles orders after expiration, clears roadblocks with service partners, and provides oversight over the travel and expense reports process for overseas services.
Key Responsibilities:
- Order Management and Strategy:
- Review assigned service orders for accuracy and completeness.
- Develop high-level execution strategies, including prioritization, coordination (at times), and communication.
- Assign awards to applicable regional staff for execution.
- Team Oversight and Development:
- Organize, train, and develop Coordinators to achieve a high degree of service delivery performance.
- Provide oversight of day-to-day service activities, addressing problems and concerns.
- Evaluate and report on subordinate skills and professional performance, making recommendations for employee career growth, training, and development.
- Customer Relationship Management:
- Ensure prompt and proactive communications with customers to instill a sense of urgency.
- Lead customer meetings and develop/deliver required scheduling reports and completion status updates.
- Communicate the status of requests for quotes, proposals, orders received, and any changes to the installation base.
- Performance Monitoring:
- Monitor, measure, and report service activity levels and performance.
- Report service metrics and key business indicators to service leadership on a weekly basis.
- Service Execution and Support:
- Manage escalations and prioritize systems in alarm or off-line status.
- Address urgent matters as needed.
- Host regular meetings with Coordinators to discuss challenges, open service cases, and overall division status, ensuring accurate and complete system information.
- Additional Responsibilities:
- Reconcile orders after expiration, ensuring proper closure and reporting.
- Oversee travel and expense reports for overseas services.
- Advise the service sales team in developing quotations, including time estimates and logistical considerations as warranted.
- Inform the Director regarding staffing and other needs to best support the customer base.
Expectations:
- Demonstrate a high level of professionalism and urgency in all interactions.
- Maintain clear and open communication channels with the Director regarding service performance and customer systems' status.
- Continuously improve processes and strategies to enhance customer satisfaction and service efficiency.
Desired Skills and Experience Summary: This role is focused on ensuring an exceptional "customer experience" by establishing and maintaining a professional and positive relationship with the customer. This includes frequent and open communications, scheduled meetings, and demonstrating a high sense of urgency regarding their needs. The Account Manager monitors periods of performance, prioritizes services to maximize fulfillment on each order, reconciles orders after expiration, clears roadblocks with service partners, and provides oversight over the travel and expense reports process for overseas services.
________________________________________
Key Responsibilities:
* Order Management and Strategy:
o Review assigned service orders for accuracy and completeness.
o Develop high-level execution strategies, including prioritization, coordination (at times), and communication.
o Assign awards to applicable regional staff for execution.
* Team Oversight and Development:
o Organize, train, and develop Coordinators to achieve a high degree of service delivery performance.
o Provide oversight of day-to-day service activities, addressing problems and concerns.
o Evaluate and report on subordinate skills and professional performance, making recommendations for employee career growth, training, and development.
* Customer Relationship Management:
o Ensure prompt and proactive communications with customers to instill a sense of urgency.
o Lead customer meetings and develop/deliver required scheduling reports and completion status updates.
o Communicate the status of requests for quotes, proposals, orders received, and any changes to the installation base.
* Performance Monitoring:
o Monitor, measure, and report service activity levels and performance.
o Report service metrics and key business indicators to service leadership on a weekly basis.
* Service Execution and Support:
o Manage escalations and prioritize systems in alarm or off-line status.
o Address urgent matters as needed.
o Host regular meetings with Coordinators to discuss challenges, open service cases, and overall division status, ensuring accurate and complete system information.
* Additional Responsibilities:
o Reconcile orders after expiration, ensuring proper closure and reporting.
o Oversee travel and expense reports for overseas services.
o Advise the service sales team in developing quotations, including time estimates and logistical considerations as warranted.
o Inform the Director regarding staffing and other needs to best support the customer base.
________________________________________
Expectations:
* Demonstrate a high level of professionalism and urgency in all interactions.
* Maintain clear and open communication channels with the Director regarding service performance and customer systems' status.
* Continuously improve processes and strategies to enhance customer satisfaction and service efficiency.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
Job Tags
Local area, Overseas,