Associate Account Manager

Phoenix, AZ 85044

Industry: IT Job Number: 1709

Associate Account Manager

 

The AAM is the principle operational point of contact for the second and third tier clients after the contract is signed. The AAM’ s primary responsibility is the project management and oversight for all client-related support. The AAM will provide first level support services to designated Client Administrators. The AAM is responsible for client retention and satisfaction in as much as this is impacted operationally. The AAM will work closely with a designated Client Program Manager (“ PM”), when appropriate, to define, implement, and support any additional services the client may require in order to ensure the best execution of their testing program. The AAM must balance meeting a client needs while meeting corporate profitability objectives. 

 

ESSENTIAL FUNCTIONS (TASKS & RESPONSIBILITIES):
  • Tracks time spent on various client projects and other initiatives using Service Cloud (or other designated CRM tool).
  • Manages, tracks, and securely stores all client assets (e.g., items, media) that are provided by the client using Service Cloud (or other designated CRM tool) and Box (or other designated collaboration tool)
  • Reviews client contracts to ensure billing and service compliance
  • Oversees task requests to development staff for client implementation updates and ongoing support;
    • Provides production and client rollout support;
    • Acts as a user acceptance tester on behalf of clients prior to feature implementations that could affect the service level of the product sets for specific client needs.
  • Monitors and proactively communicates on-going issues that impact customer satisfaction and helps ensure timely resolution. Meets or exceeds all Service Level Agreements as tracked and measured in Service Cloud (or other designated CRM tool)
  • Escalates client issues as needed and drive to resolution by working with engineering, channel, product management, and other departments as needed and coordinating their efforts
  • Provides on-going client administrator support including initial and ongoing client training, and answering questions. Determines when a PM is needed to identify technical process solutions to meet client objectives
  • Uses Service Cloud (or other designated CRM tool) for all client support and communication. Performance will be evaluated and measured accordingly.

 

QUALIFICATIONS:

Education:

Associate or Bachelors in Business, Information Technology, Project Management or a related field.

 

Computer Languages, Operating Systems, Protocols, and Applications:

Experience with Web-based software and Hosted Software Applications.

Power user with Microsoft Excel, Word, Project, Visio and Outlook.

Experience with CRMs

 

50-55K

Charlie Bristol

Charlie's proactive communication ensures excellent service to job seekers and guaranteed quality for our clients. He provides top-notch support and guidance throughout the recruitment process for all parties involved. Charlie takes pride in the opportunity to fulfill our client's needs by placing great people in positions they deserve.

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