Remote Position, US
Requisition ID: 1255
Position Summary:
The Service Account Manager serves as the single point of contact for Cennox clients assigned, reporting to the Director of SAM’s. The SAM will manage the day-to-day operations for their accounts and work with the field service team and other various departments to ensure overall client satisfaction. This position does not have any supervisory responsibilities. Overnight travel for in-person meetings with your accounts may be required.
Duties and Responsibilities:
- Establish strong relationship with new and existing clients to promote Cennox
- Works with the client to develop and maintain a Business Account Manual (BAM) for all Service
- Accounts and distribute to the field, call center, logistics and client service personnel
- Proven capacity to review customer contracts at length to gain high-level understanding of contractual obligations and expectations.
- Act as the single point of contact for all service-related issues including escalations and invoice disputes in a timely manner
- Establish and maintain a regular meeting schedule with each assigned customer and maintain meeting minutes. Video conference calls as requested by customers. A professional appearance and backdrop are mandatory. These can be weekly/bi-weekly/monthly depending on the customers preference.
- Review monthly reporting and provide recommendations on how to improve performance, efficiency and how to improve customer satisfaction
- Manage select projects within all SAM accounts
- Daily review of customer billing que
- All other duties as assigned
Skills and Requirements:
- Excellent Microsoft Office skills including Excel and PowerPoint
- Ability to learn specialized software programs and navigate company databases
- Strong organizational skills and ability to prioritize tasks
- Problem Solving - Ability to identify and resolve problems in a timely manner by gathering and analyzing information skillfully, offer alternative solutions, working well with others to implement solutions
- Proactive in nature with the ability to predict and prevent issues
- Willingness to learn above and beyond standard job duties
- High-level of attention to detail required
- Oral Communications - Ability to speak clearly and persuasively in a positive manner even in negative situations as well as listen and ask for clarification when needed
- Customer Service – occasionally manage difficult or emotional customer situations, responding promptly to customer needs, soliciting feedback from the customer, respond and be able to request assistance when asked or needed, and meeting commitments made to customers
- Understanding of the SAM reporting that is utilized internally as well as reports delivered to clients
- Ability to work autonomously; self-motivated and driven
- Ability to adapt to changes and work quickly within short deadlines as the company continually grows and changes
Physical Requirements:
- Physical demands—the physical demands of the job, including bending, sitting, lifting, and driving
- Ability to sit and stay focused for long periods of time
- Vision correctable to 20/20
- Finger dexterity for keyboarding and computer usage
