Service account manager Job in Telecommute

JOB Description

Job Title: Service Account Manager
Location: Anywhere USA
Department: Service
Reports To: Director of Service

Job Summary:
Responsible for the overall relationship with assigned NHA Customer(s) and or VAR(s) (Value Added Resellers). Responsible for handling escalations to minimize further escalations to NHA Executive Management.

Responsible to ensure the Field Service Organization is meeting/exceeding customer expectations related to contractual SLAs (Service Level Agreements) on a daily basis.

Develops and maintains end to end processes to ensure consistent high quality of customer deliverables from Pre-Sales to Billing. Reviews daily/weekly/monthly reports and any negative trends identified are assigned to the responsible team for mitigation plans and resolution.

Duties Responsibilities:
• Responsible to maintain and foster a positive relationship with assigned customer(s)

• Responsible to meet with and discuss NHA service delivery performance and provide reports to customer as          required

• Responsible to keep customer advised of any issues affecting the contractual SLAs

• Responsible to ensure that NHA Service organization is kept current with customer concerns or issues to head   
   off any upper management escalations in an effort to maintain the highest level of customer satisfaction

• Responsible to keep customer up to date on any special projects and or mitigation plans implemented to    
   improve any SLAs that may be below contractual SLA

• Owns overall relationship with customer in regard to ATM Service Deliverables

• Responsible to discuss and work out any Service related AR issues on a timely basis

• Responsible for the overall Service Account Management and works with Territory Advisor, Field Service     
   Manager(s) and other members of the NHA Service Organization to ensure the highest quality of NHA Service 
   Deliverables are consistently achieved.

• Some travel required

• Any other tasks and or duties assigned by Service Account Manager’s Manager

Education, Skills Experience:
Must possess excellent:

• Bachelor’s Degree or equivalent experience required
• Experience in Account Management required
• Experience in ATM service industry required
• Communications skills, both written and verbal
• Interpersonal skills
• Analytical skills
• Proficiency with MS office applications
• Ability to navigate in various Data Base applications