Account Services Manager
15 days ago
Coppell
Job Description SUMMARY OF POSITION: The Account Services Manager (ASM) is responsible for serving as a client advocate and strategic client services business partner. The ASM understands the clients’ business needs and provides timely and effective solutions, improves efficiencies, reduces costs, and customizes solutions to allow clients to focus on their core business and manages all staff levels within the AS department. Strategic Management of Client Accounts: • Engages with Top 25 (T25) clients; coordinates weekly, monthly, or periodic meetings, including project status and account status reviews; documents business needs; resolves any issues, core conversion and mergers, technology hurdles and gaps, billing and invoice disputes, programming and change requests; expedites the timely completion and fulfillment of all client requests, • Ensures the client contractual obligations is expedited and executed to the clients’ satisfaction, • Collaborates with senior management from Sales, Account Management (AM), Implementation (IM), Information Services (IS), and Operations (Ops); manages client accounts, • Provides strategic business insights garnered from regular client interactions; provides leadership to senior managers to customize effective account management strategy, • Collaborates with AM staff; develops and improves a comprehensive account plan; provides tailored solutions to align with clients’ current and future business needs, • Maintains high levels of client satisfaction; assists AM’s in facilitating client renewals; assists the AM’s in up-selling products and services; ensures all customer service requests and enquiries are expedited in a timely manner, • Serves as the single point of escalation for T25 clients; escalates client issues; coordinates an expedited interdepartmental response to immediately address the issue and reduces the number of Level 3 incidents; improves client retention, • Coordinates the creation and distributes the Annual Customer Survey with Account Management staff and the Sales VP; collates customer responses; tabulates results; provides analysis and summary report of survey results Management of Account Services Department: • Fiscal Management of Department: Drafts the annual department budget based on the policies established by the Operations VP; assumes oversight of department expenditures including salaries, overtime, equipment, software, training; conducts quarterly budget reviews with the Operations VP; ensures all expenses are aligned with the budget, • Management of Department Personnel: Manages and oversees department personnel; ensures that the department’s mission and goals are implemented and expedited in timely manner; establishes department policies; defines Standard Operating Procedures (SOP) for all department processes and procedures; manages hiring and termination; conducts 90 day reviews and annual staff performance reviews; manages time card review and approval, employee salary and salary adjustment maintenance, meritorious raises, SOP enforcement, disciplinary action implementation, vacation time review, approval of leave of absence requests and overtime compensation time review and approval, • Account Assignment and Workload Distribution: Assigns and distributes workload to department personnel based on the volume of applications, complexity of applications, degree of difficulty working with banking and other banking vendors, and client readiness and receptivity; balances those considerations with staff expertise, experience, and competence level, • Communication: Manages department personnel located in California and Texas; convenes weekly staff meetings; ensures effective communication; monitors the health of accounts; reviews monthly and quarterly production statistics; distributes workload; discusses and resolves any issues that arises; conducts monthly one-on-one meetings with staff, • Staff Evaluation and Training: Oversees staff evaluations and training; establishes training objectives; develops and updates training curricula; assists with training and post-training evaluation; directs the Assistant Manager to implement and coordinate the training program for onboarding staff and refresher trainings for current staff; monitors staff performance including providing coaching, additional training, corrective strategy for improving performance, and positive feedback regarding staff accomplishments; conducts 90-day performance reviews with new employees and annual performance reviews with all team members, • Custodian of Department Documents: Functions as a primary custodian of all documents originating from the AS department; creates, maintains, revises, and disseminates all AS department documents, communiqués to clients, and personnel procedures, • Reporting and Metrics: Provides the VP of Operations, monthly, quarterly, and annual reports that detail department performance, budget summary, job log summary, CAREport summary, programming request logs, annual survey results, project feedback surveys, billable hours, and general client feedback via phone and email, • CAREport Administration: Reviews and monitors all Level 3 CAREports (CR); selects filters CR’s related to T25 clients, and other critical CR’s related to internal projects; coordinates response to all Level 3 CR’s including convening Level 3 meetings (if Operations VP is temporarily unavailable); collaborates with other department managers to provide expedited Root Cause Analysis (RCA) to clients; ensures temporary and permanent solutions are identified and implemented by appropriate departments; maintains contact with customers to ensure the issue has been resolved Interdepartmental Coordination: • Oversees interdepartmental coordination required for monthly production, special projects, internal projects, turnover meetings, status updates, tax planning, and other projects as needed; requests resources from other departments as well as allocate AS department resources to special projects; includes cross department team building projects to improve communication, collaboration, and mutual respect, • New Account Set Ups: Coordinates with Implementation (IM) Manager; plans the turnover of new applications from IM to AS and allocate sufficient staff resources to enable expedited transfer; allocates sufficient resources and assigns appropriate staff to participate in Kick Off meetings for new implementation, • Custodian of Statement of Work (SOW): Ensures current and new SOW’s are maintained, reviewed and updated on SharePoint; ensures through regular interdepartmental coordination and meetings, any changes to the SOW facilitated internally within the AS department and/or from other departments, be accurately updated, • ASM reports directly to AVP; convenes weekly status meetings to review strategic management of T25 accounts and management of the department, • Additional departmental duties as assigned and special projects as required and requested by senior management based on business needs. REquirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education: • Bachelor’s degree (required) Experience and Skills: • Minimum of five (5) years-experience in a strategic account management role, • Minimum of three (5) years of experience in a managerial position in a client services role managing teams greater than 5 direct reports, • Highly organized with stellar project management skills, ability to meet deadlines, • Excellent organizational skills and detailed oriented, • Demonstrated leadership skills and problem resolution abilities, • Ability to quickly and appropriately prioritize conflicting demands while multi-tasking in demanding, fast-paced environment, • Able to motivate, professionally develop, and provide positive direction to department staff members, • Ability to work effectively and collaboratively with a diverse and multi-cultural and multi-generational staff, • Advance skills with databases, use of the Internet, and MS Office Suite software, • Experience with Microsoft Project Management and/or proprietary project management tools, • Ability to learn and adapt to new programs and software, • Excellent verbal and written communication skills in a clear, and concise manner Physical Expectations & Supplementary Role Requirements: • Able to utilize multi-limb and eye-hand coordination, • Able to stand, bend, reach, stoop and lift boxes up to 15 lbs., • Able to function well in a fast pace environment, multi-tasking with organization and efficiency, • Able to sit at desk, working on computer and phones for a full work day, • Able to be reasonably on-call as needed to support the department and business demands, • Travel Requirement: role may require a 0-5% chance of travel to the regional production facility located in Coppell, TX; expectations not to exceed 1-2 times per calendar year based on business needs; notice will be coordinated with the employee; applicable approved travel expenses to be reimbursed; each occurrence not to exceed 1-2 days., • Hybrid Schedule: the position is able to work a hybrid schedule, twice per week in office and three days remote, • Annual performance reviews to be conducted annually
