Client Account Manager I

Responsible for overall management of assigned client accounts and taking a leadership role in developing mutually beneficial working relationships, achieving account growth, and furthering the success of both the client's and Cass’ business through system enhancements, process improvements, and training to facilitate the client's full utilization of Cass services and products. Provides clear direction to all internal staff concerning client processes. Offers guidance to customer service representatives regarding day-to-day client needs and inquiries.

PRINCIPAL RESPONSIBILITIES AND DUTIES

Independently manages the service activities with assigned clients and communicate verbally and in writing such that an authoritative relationship is developed. Possesses a thorough understanding of all of the services and tools that Cass provides for the purpose of communication and demonstrating them to our customers and making recommendations to improve processing efficiency and quality. Demonstrates the ability to coordinate the assignment and management of customer priorities. Thoroughly analyzes issues and requests including technical changes to processing systems and clearly communicates solutions to customers. Creates and maintains a detailed project log to track system enhancements and account related process improvement activities. Ensures the successful delivery of new solutions according to customer needs and objectives. Keeps superior, appropriate internal resources, and customers informed of significant issues on a timely basis. Acts as a positive representative of the company, both internally and externally, in accordance with written principles of the organization without direction or oversight from management. Shares knowledge of duties and clients with fellow employees; helps train and mentor fellow employees. Other duties as needed or assigned.

SKILLS AND ABILITIES REQUIRED

Strong, well-developed interpersonal skills in order to maximize client responsiveness and develop a working relationship with current clients as well as the ability to work effectively with other departments of Cass and the client's organization. A high level of analytical skills to process client inquiries, evaluate client requests and procedures and implement as appropriate, and to understand the client's operational and data processing systems, etc., in order to meet client needs in a way mutually beneficial to both client and Cass. Solid organizational skills including attention to detail and multi-tasking skills with a proven ability to drive projects forward. Proficient in Microsoft Office suite with focus on Excel (pivot tables/VLookups). Depending on business unit, general SQL and/or Python knowledge may be required. A strong ability to communicate effectively, both written and verbally at all levels. Ability to travel up to 25%. MINIMUM LEVEL OF PREPARATION AND TRAINING NORMALLY REQUIRED A technical level of knowledge normally acquired through completion of a bachelor's degree in business administration, data processing or related area or equivalent experience. 2 years of progressively complex systems experience in a technical or customer service environment. 2-4 years of customer relations experience in a technical service environment with progressive responsibilities in managing dedicated accounts. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Cass Information Systems