Securus Technologies

  • Client Manager

    Job Locations US-TX-Carrollton
    Job ID
    2018-1778
    # of Openings
    2
    Category
    Office and Administrative Support
  • Overview

    Job Purpose:

     

    The role of the Client Manager (CM) is to develop a trusted advisor relationship with key account influencers, key decision makers, stakeholders and executive sponsors for an assigned area of existing and new accounts. The CM will establish themselves as the first point of contact for managing the day-to-day service needs of their assigned area. They will seek to Improve customer loyalty as measured primarily by account renewals, increased product utilization and Customer Satisfaction scores including Net Promoter.

    Responsibilities

    Principal Accountabilities or Duties:

    • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
    • Identify and grow revenue within territory/assigned area and collaborate with sales teams to ensure growth attainment
    • Assist with high severity requests or issue escalations as needed to build & manage strong relationships with assigned account’s decision maker & key influencers and/or stakeholders.
    • Maintaining a high level of client satisfaction through outstanding customer service as measured by periodic client surveys and feedback, i.e., CSAT process.
    • Understanding & gauging loyalty levels, create strategic plans as needed (define problems, define success criteria, create corrective action plans with due dates after working with SME’s, keep customer updated & escalate if due dates will be missed).
    • Ensuring retention and satisfaction of assigned client base/area.
    • Maintain records on statistics and trends that may assist in determining account behavior
    • Support operations in the development of new programs for clients, including developing presentations, general support & product utilization.
    • Understanding systems, training and support needs for assigned client base & referring them for Training as needed.
    • Understand account performance and ensure timely communication of any gap closure efforts and Pro-Actively engage operations to address product /solution performance before they impact customer relationship
    • Evaluate and determine areas within an account where additional product offerings would improve the accounts performance and revenues – Increase wallet share
    • Perform basic Technical Support functions for our account contacts (password resets etc…)

    Latitude or Decision-making

    Requires a self-motivated, well organized individual with polished communication skills and an ability to work effectively, both independently and in a team environment.  This is a multi-faceted position requiring the ability to utilize account and relationship management experience to align with the customer and have the ability to build strong professional relationships, through value delivery reinforcement and persuasion.  The individual must be highly structured, process driven with the attention to detail. This position requires a high level of business acumen and professionalism.

     

    Knowledge, Skills and Abilities:

    • Proven account management or client management experience
    • Ability to certify on all required courses
    • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
    • Proven ability to manage multiple projects at a time while paying strict attention to detail
    • High degree of problem solving, conflict resolutions and negotiation skills
    • Excellent oral and written communication & presentation skills
    • Strong data/information analysis and integration skills.
    • Ability to effectively manage time and information with minimal supervision.
    • Ability to identify, prioritize and respond to multiple and conflicting tasks.
    • Ability to work under pressure, to meet deadlines, to deal positively with rejection and conflicts.
    • Ability to communicate with co-workers and business contacts in a courteous and professional manner.
    • Ability to quickly adapt to change
    • Ability to develop ongoing rapport with clients and consumers and obtain relevant information
    • Ability to travel up to 1 week at a time.
    • Proven ability to successfully draft and execute strategic account plans.

    Qualifications

    Education and Experience Qualifications:

    • BA/BS degree or equivalent experience not less than 4 years
    • 4-7 years of experience managing client accounts is required
    • Experience working on or part of a client relations team
    • Strong client and account management relationship management skills
    • Ability to work well in an energized, fast paced, entrepreneurial, and collaborative environment
    • Proficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning new technology
    • Relevant work experience in a technology or telecommunications industry (preferred)

    It is the Company’s policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person’s race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.

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