Service Account Manager

Senior Service AgentProtos is seeking a Senior Service Agent/Account Manager to join its National Operations Service Center in Roanoke, VA. Our work environment is fast paced, positive and stresses results oriented internal growth.Essential Duties & ResponsibilitiesTo oversee a portfolio of National and Local customer's security needs as it relates to guard service, off-duty police, and overall security programs across their footprint.Act as primary point of contact for the Client and establish productive, professional relationships with key personnel within assigned Client accounts.Proactively assess, clarify, and validate Client's needs on an ongoing basis, communicate them internally as needed; develop plans and oversee delivery execution.Lead solution development efforts that best address Clients' needs, while coordinating the involvement of all necessary Company personnel.Be the accountable point person with all rollouts of new business for each assigned Client. Direct the flow of information between each Client, the specific Company personnel, and Company departments involved in each roll-out, and vice versa.Consistently communicate with your immediate supervisor on any recognition, issue or concern regarding your clientsTo keep all matters of confidentiality only between you and the party involvedAddress all client concerns and use discretion and independent judgement to determine when concerns reach a level that necessitates escalationPrioritize client concerns and take the lead/ownership on any requests, issues, or questions from your clientsApprove time, make necessary changes/corrections, ensure proper Accounts Receivables and Payables processes are aligned with expected work ordersCoordinate with the Strategic Account Managers, Service Managers and Director to ensure clients are receiving the highest level of day-to-day serviceBe prepared to follow and execute the rules of engagement if an assigned client has issues that require escalation (i.e. high level incidents affecting client property, loss of life or bodily injury to Protos' vendor or client personnel)Implement pricing strategy and process ownership in accordance to company strategy for customer's temporary and emergency needsAdditional duties as directed by managementQualifications & ExperienceBachelor's degree highly preferred. Degree from an accredited four-year college or university in Business, Marketing, or Criminal Justice; equivalent business experience will be considered.Previous experience servicing client/customer accounts. Experience in account or portfolio management with high-touch service highly preferred.Highly personable with excellent customer service skills.Ownership of customer relationships.Strong problem-solving and analytical skills.Ability to analyze and execute alongside a team.Excellent prioritization and time management abilities, strong collaborator, and leaderProcess driven, detail oriented and highly organized.Intermediate knowledge of office applications and ability to learn new software platforms as necessary.Why You'll Love Working With UsPurpose Driven Work – Every role contributes to building smarter, more secure environmentsGrowth Opportunities – Mentorship, cross functional projects, and career developmentCollaborative Culture – Open communication, respect, and team first thinkingPeople First Values – Inclusive culture and generous employee supportBenefits Include:Competitive compensationHealth, Vision, Dental, and Life InsuranceEmployee Assistance ProgramFSA / HSA401(k) with employer contributionExcellent Paid Time Off (24 days)Collaborative work environment (and great coffee!)Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand, walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.The employee must occasionally lift and/or move up to 10 pounds.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status under applicable law.