Client Account Manager - Toledo, OH
Job Details
Experienced
Ohio - Toledo, OH
Full Time
Not Specified
Up to 25%
Day
Professional Services
Description

The role of the Client Account Manager is to service new and existing client accounts, monitor and improve the health of an account and identify new business opportunities within an account. The Client Account Manager will work very closely with the Service Desk management team as it relates to the Service Desk's daily work product. The successful candidate will be self-motivated, customer service driven, well organized and have great interpersonal skills.

Responsibilities:

  • Manage large and diverse client portfolio.
  • Serve as client advocate to ensure high level of client satisfaction.
  • Develop and maintain relationships with clients.
  • Accurately identify and capture client problems and requests and engage appropriate internal stakeholders.
  • Identify opportunities to expand client service offerings and communicate them to the sales team
  • Identify opportunities for knowledge transfer and team training.
  • Set project objectives and deadlines.
  • Coordinate completion of project objectives and deadlines with internal stakeholders.
  • Hand-off analyst specific issues to Operations for prevention plan.
  • Follow up with Operations to ensure issue resolution.
  • Follow up with Firm Liaison to communicate completion of open issues and projects.
  • Generate and deliver custom client reports as requested.
  • Complete data and volume trending analysis.
  • Conduct regular client business reviews.
  • Participate in client implementations.
  • Draft and deliver meeting minutes to attendees of regular client business reviews.
  • Maintain the client support structure within the ticketing system.
  • Coordinate contribution of firm specific knowledge content to knowledge repositories.
  • Provide a regular update on client accounts to Director of Client Accounts.

 

Qualifications

Preferred Experience:

  • Minimum of 2 years' experience managing client relationships in BPO environment
  • Experience managing projects in a technical environment
  • Demonstrated track record of excellent communication with the executive level
  • Proficient in Microsoft Office
  • Proven ability to solve complex problems through trend analysis
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