Manager
Under the leadership of the Director with latitude for independent judgment, action and decision making, the Manager - Strategic Accounts is responsible for supervising a group of strategic account managers who handle some of the more complex and largest accounts. He/she will provide support, advice and help troubleshoot escalated issues from corporate clients ensuring excellent customer service is rendered at all times. This position will work closely with the Supervisor of the Customer Relationship Group to ensure uniformity and consistency in service and relationship management. The Manager - Strategic Accounts will also work closely with the Director of Customer Success to ensure that account information is shared and corporate recommendations are implemented.
ESSENTIAL DUTIES RESPONSIBILITIES
• Oversees escalated concerns, questions, and compliments from corporate clients received via telephone and/or e-mail; provide follow-up, investigates and resolves clients’ issues in a timely and accurate manner.
• Communicates new and updated internal process to staff on an on-going basis.
• Demonstrates strong understanding of client’s business needs and strategically brainstorm future needs to grow and penetrate accounts.
• Develops and maintains relationships by creating credibility, developing trust and providing outstanding service to our top tier accounts
• Manages small group of accounts.
• Works to create meaningful presentation materials for client meetings
• Manages issues which have a reach- those escalated and sensitive in nature.
• Proactively finds new ways to build the client’s business and grow accounts and use the appropriate judgment and initiative to respond to customers in an effective and timely manner.
• Masters and maintains vast knowledge of client’s business and particular industry.
• Responsible for the development of business and relationship with client’s senior management, providing product and service support following program implementation.
• Assesses needs and suggests/promotes alternative products or services.
• Maintains client base while ensuring extraordinary high quality relationships and promote new MCF products.
• Oversees the full cycle hiring process, performance appraisal process, and terminations as appropriate.
• Performs other duties and special projects as needed and directed by the Director.
• Travels to customer sites for meetings.
SUPERVISORY RESPONSIBILITIES
At least 5 years of supervisory experience preferred
EDUCATION AND/OR EXPERIENCE
• 7+ years of customer service experience.
• College degree required.
• Knowledge of company products, services, policies and procedures.
• Skill in MS Office (Word, Outlook, and Excel).
• Strong analytical, critical thinking, communication (written and oral) and organizational skills.
• Proactive thought process.
• Computer proficiency in Word, Excel and ability to navigate the Internet.
• Must be able to communicate effectively with all levels of the organization.
• Ability to organize multiple work assignments and establish priorities.
Requirements: