Account Manager

Account Manager

Pay : $95,000

The Account Manager is an operations leader who will communicate a vision for how Williams Lea best serves our clients across single or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development.

Job Duties

Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees

People Leadership develop a highly functioning client team

Responsible for full employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management

Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary

Engage in regular and consistent communication with employees, hold regular team meetings and individual (1 : 1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development

Foster cross-training and a sense of team work to optimize client service delivery

Operational Leadership ensure account meet or exceed client expectations

Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance

Ensure Engage is implemented and utilized by team according to best practices

Understand how Engage operates, the data it requires and generates.

Utilize Engage output for client reporting at an expert level and use data to manage team, workflow, quality and individual performance

Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; timely resolve issues escalated by the client

Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly

Financial and Contractual Management

Review monthly P&L and submit necessary changes to financial analyst

Review all labor allocations; manage over-time and time-off to avoid non-billable charges

Create and distribute monthly invoice, ensuring it meets contractual requirements

Participate in the budget process; ensure all operational processes are managed to timeline and budget

Customer & Account Leadership

Manage relationships with clients by ensuring a high level of customer satisfaction

Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making

Solicit feedback from clients (client outreach) regularly

Educate clients on Williams Lea services already provided and those available through strong sense of the client's business and the impact our services may have on their success

Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients / end-users escalate opportunities to manager

Other

Participate or lead due diligence, implementation (people, process, technology) for new business within own client account(s); participate on other or new client accounts

Adhere to Williams Lea policies in addition to client site policies

Job qualifications

A Bachelor's degree or equivalent experience is required

Over 5 years' experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment

Demonstrated record implementing solutions that have resolved poor client, service or contract performance or difficult situations, or have improved or sustained satisfactory contract performance

Excellent client service skills with a service-minded approach toward the client

Proven experience in the delivery and management of complex or multi-service solutions for clients

Minimum of two years of successful financial management; general understanding of how day-to-day and strategic decisions that impact P&L

Able to make independent financial decisions for scope of responsibility

Minimum of two years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functions

Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction

Attention to detail with demonstrated organizational skills

Must be able to meet deadlines and complete all projects in a timely manner

Able to handle sensitive and / or confidential documents and information

Able to make independent decisions that conform to business needs and policy

Must be able to interact effectively with multi-functional and diverse backgrounds

Able to work in a fast-paced environment

Must be self-motivated with positive can-do attitude

Intermediate to expert level Microsoft Office skillset

Benefits :

• Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)
• 401k Retirement Savings Plan Including Employer Match
• Paid Time Off (PTO)
• Life Insurance
• Paid Parental Leave
• Short-term & Long-term Disability
• Healthcare & Dependent Care Flexible Spending Accounts
• Domestic Partner Coverage
• Commuter Benefits
• Legal Assistance
• Employee Assistance Program (EAP)
• Additional Employee Perks and Discounts