The CCS Companies

  • Account Manager

    Job Locations US-MA-Norwood
    Job ID
    2018-2219
    # of Openings
    1
    Category
    Customer Service/Support
  • Overview

    The primary responsibility of the Account Manager is to build and maintain strong, long-lasting customer relationships and partnerships with new and existing clients. The Account Manager will facilitate communication between clients and all other supporting divisions within The CCS Companies organization. Additionally, the Account Manager will collaborate with Sales, Operations, and other managers to ensure successful enhancement and continuous improvement of customer service and other business solutions. The Account Manager must have a solid track record of exceeding client expectations.

    Responsibilities

    • Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors.
    • Ensure the timely and successful delivery of our solutions, according to customer needs and objectives.
    • Operate as lead point of contact for timely resolution of any client related issues, requests, or problems.
    • Work as part of the new client implementation team to gain familiarity with new client workflows.
    • Set up client database records to reflect acknowledgement, reporting, and invoice processes while consistently maintaining the integrity and quality control of this data.
    • Monitor the quality and processing of incoming and outgoing data files, taking corrective action as necessary.
    • Evaluate the account flow process for any client issues or change requests. Initiate and track client projects using in-house project management software.
    • Review comprehensive daily, weekly, monthly, and quarterly management reports to provide analysis to the client, Operations, and Executive Managers as needed.
    • Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
    • Identify opportunities and collaborate with sales team to ensure growth initiatives. Work with sales team during the pre-contract phase to present products and services to prospective clients.
    • Respond to complaints and resolve issues aiming for customer satisfaction and the preservation of the company’s reputation.
    • Research and monitor changes to clients’ processes to better forecast future placements and recovery results.
    • Assure that all procedures and responsibilities are documented and kept up to date.
    • Track and document client events, meetings and communication through the use of Salesforce software.
    • Maintain knowledge of compliancy regulations.
    • Attend client visits as appropriate, some local and domestic travel as needed (less than 10%).
    • Other duties as assigned by management.

    Qualifications

    REQUIREMENTS:

    • Strong client analysis, communication, and customer service skills.
    • Outstanding written and verbal communication skills.
    • Problem solver with high attention to detail who is thorough, organized, and is easily adaptable to a wide range of client industries.
    • Must work well independently. Does not need close management supervision.
    • Ability to prioritize workload while multi-tasking.
    • Maintain highly professional appearance and demeanor when dealing with clients.
    • Flexible in working with all CCS personnel.
    • “Coachability”: Being receptive to feedback, willing to learn, embracing continuous improvement and is receptive and responsive to change.
    • PC skills:       MS Outlook, Word, Power Point, Excel.

     

    EDUCATION REQUIREMENTS

    • Associates Degree required.
    • B.S. Degree preferred or directly related equivalent experience.

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