Account Manager

Position Summary: The Account Manager serves as the primary business contact for assigned clients and is responsible for client satisfaction.

 

Position Responsibilities:Acts as a liaison for internal and external communications with assigned accounts.  Provides regular two way communication between the client and the Ryla team to provide strong team representation and set proper client expectations.Acts as primary point of contact for the clientConsistently provides excellent customer service to client as well as represents client’s needs and goals within Ryla to ensure client’s expectations are being met.Responsible for building relationships with client to encourage new and repeat business opportunities.Manages positive relationship with assigned accounts to ensure customer retention. Responsible for all client communication, conflict resolution, and compliance on client deliverables and revenue. Prepares client scorecards.Delivers updates regarding customer feedback on performance vs. objectives. Ensures that client issues are dealt with in an efficient manner, escalating any issues that may ariseEnsures appropriate metrics are in place to measure company performance. Recommends ideas to implement and align internal monitoring with external customer feedback.Gathers data to create and update standard performance review for each campaign. Ensures data and metrics are consistently up to date.Ensures customer deadlines are met and projects are completed in required time frames.Manages customer complaint process.Establishs team objectives from client per project assigned. Coordinates objectives with Operations for implementation and monitoring.Ensures that all processes and procedures are completed, quality standards are met and that all assigned projects are profitable.Obtains complete understanding of the company’s capabilities and effectively communicates all offerings to the client.Meets internally with appropriate departments  on a regular basis to communicate performance, successes, or problems on the project.Manages staffing levels/numbers to ensure profitability. Participates in weekly planning meeting with Operations, HR and Training to communicate updates regarding operational changes, staffing levels, and new training classes. Conducts weekly meeting with Client to review company performance.Conducts quarterly business reviews with client.  

 

Essential skills and experience:A bachelor’s degree in Business or equivalent experienceThree to five years proven success in account management.Demonstrated ability to manage projects.Ability to read contracts, prepare project plans, and understand statement of work.Excellent written and oral communication skillsExtremely detailed orientedStrong PC skills, including experience using MS Office, MS Outlook, and MS and Netscape Web Browsers, or equivalent.Ability to lead people and get results through othersCommitment to company valuesThe ability to organize and manage multiple prioritiesAbility to create new initiatives, “think outside the box�Problem analysis and problem resolution

 

Nonessential skills and experience:Knowledge of MS Project