Securus Technologies

  • Client Manager

    Job Locations US-TX-Carrollton
    Job ID
    2018-2090
    # of Openings
    1
    Category
    Office and Administrative Support
  • Overview

    Job Purpose:

    A trusted advisor relationship with key account influencers and key decision makers for an assigned area of existing / new accounts. The point of contact post implementation for managing the day-to-day service and support needs by renewals and retention, increased product utilization and Customer Satisfaction scores including Net Promoter.

    Responsibilities

    Essential Duties:

    • Monitor and report on account activity and escalations to internal departments/management
    • Create and follow strategic account performance plans
    • Create and present regular multi-level account review presentations
    • Daily and weekly documented contact with multiple levels per customer
    • Track customer performance statistics and trends
    • Supply internal departments customer feedback and intelligence
    • Lead internal departments in addressing/correcting customer temperament and survey feedback
    • Support technical support in fact finding, drill down and resolution of break-fix customer issues.
    • Train customers on product processes, features, and benefits
    • Perform basic Technical Support functions
    • Monitor install and implementation projects
    • Perform other support and service duties as assigned

    Knowledge, Skills, and Abilities:

    • Proven strategic account management or client management experience
    • Demonstrated ability to communicate effectively to any audience
    • Problem solver, with ability to work under pressure/deadlines
    • Negotiation skills
    • Excellent communication & presentation skills
    • Strong analysis, time management and prioritization skills
    • Ability to quickly adapt to change
    • Ability to travel up to 1 week with 2 weeks’ notice.
    • Proficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning new technology

    Qualifications

    Minimum Qualifications:

    • BA/BS degree
    • 4-7 years of experience managing client accounts is required
    • Experience working on or part of a client relations team

    Preferred Qualifications:

    • Relevant work experience in a technology or telecommunications industry

    Physical Requirements:

    Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools.  May be required to lift up to 25 pounds. 

     

     

    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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