Account Manager

Account Manager is a support role within the Client Services team, this role is responsible for nurturing relationships, ensuring satisfaction, and providing guidance and support for client accounts to ensure long-term success.Account Manager is an escalation point for clients and partners within Diversified Systems Resources (DSR) Client Services. Account Manager will be a key component of building trust in services, providing understanding of contractual agreements, and maintaining a consistent flow of communication within internal and external departments of assigned client projects. Responsibilities Serve as main escalation point for client issues Analyze, clarify, read, interpret, and apply contractual agreements and obligations between client and DSR Nurture relationships with DSR project teams as well as outward client teams to meet expectations of projects and contractual obligations Proactively reach out to contracts department to verify obligations or give awareness of key impacting changes When needed explain DSR’s contractual obligations to help the team understand the best approach with clients Proactively find opportunities for DSR to improve customer relations Participate in client-facing and internal calls on a regular basis, these calls are led by PMs, the account manager should have awareness of the activity for each project Work with Client Services team to ensure the timely and successful delivery of solutions according to client needs, PMs are responsible for day-to-day activities, the AM is responsible for oversight of the project Develop clear communications with leadership to collaborate client expectations Determining when a small audience is needed for an escalation call (escalation calls can be made by AM) Provide follow-up to clients on escalations as needed Participate in developing documentation, providing strategic planning and continuous improvement to processes Oversee project rollout activities to ensure contractual obligations are being met to client satisfaction Monitor client satisfaction and track key account metrics, proactively addressing concerns and resolving issues efficiently, and providing reports to clients as needed Identify opportunities to expand services within accounts and support upselling/cross-selling initiatives Facilitate quarterly business reviews with clients and partners Be an example of positive customer service internally and externally Maintain a calm and patient attitude when overseeing projects Influence and model a professional and empathetic attitude that fosters team cohesion and trust Other duties as assigned Qualifications / Skill Requirements HS Diploma/GED required. Degree in Business or Communication field highly preferred 3-6 years’ experience in Account Management, Marketing, or Sales responsibilities Proven dependability with attendance, exceptional workplace conduct, and continuous positive performance & behavior Strong ability to work in a highly sensitive and confidential environment Travel to client sites as needed Advanced understanding and working knowledge of computer skills including but not limited to: Windows Operating System, Microsoft Office Products (Word, Excel, Outlook, PowerPoint), Email and Internet browsing Proficient in the English language with excellent verbal, written, presentation and interpersonal skills to communicate with various individuals Advanced problem-solving abilities and attention to detail Proven ability to handle escalations and highly deadline driven situations Ability to prioritize and organize effectively to work on projects simultaneously Ability to work both independently and with others in a sedentary environment Ability to operate in a fast-moving, team-oriented, collaborative environment with tight deadlines Ability to use good judgment and decision-making skills #J-18808-Ljbffr Diversified Systems Resources (DSR)