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Account Manager - Mon - Fri 8am-5pm

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Williams Lea

26d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • Menlo Park

AI generated summary

  • You need a Bachelor’s degree, 5+ years in customer service leadership, client service skills, experience in multi-service solutions, and 2+ years of financial management impacting P&L.
  • You will ensure service quality, manage operations, track performance metrics, support staff development, resolve client issues, and optimize processes while maintaining communication and budget adherence.

Requirements

  • A Bachelor's degree or equivalent experience is required
  • Over 5 years' experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment
  • Demonstrated record implementing solutions that have permanently resolved poor contract performance or difficult situations
  • Excellent client service skills with a service-minded approach towards the client
  • Proven experience in the delivery and management of complex multi-service solutions for clients
  • Minimum of two years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L

Responsibilities

  • Establish the quality of service delivery across their portfolio of accounts
  • Implement standardized processes for all aspects of operations
  • Track operational controls and ensure management information reporting requirements are fulfilled
  • Accomplish action items from account plans
  • Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services
  • Follow delegations of authority for operations team
  • Partner with functional teams, adhering to appropriate corporate policies, internal controls, and reporting
  • Manage staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
  • Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
  • Investigate and resolve issues escalated by the portfolio client(s) and communicate significant issues to the Operations Director and client services
  • Have a strong knowledge clients' businesses and the impact of our services
  • Manage overall performance metrics of accounts/departments against contract/target metrics
  • Provide team with clear communications regarding target metrics/expectations and support their achievements
  • Escalate operational, compliance and financial risk areas
  • Manage the selection, induction, development, retention, motivation and performance of direct reports
  • Establish a structured succession plan for key roles
  • Support new business implementation
  • Cascade key business and organizational messages down to the associate level, per the appropriate channels
  • Share knowledge, best practices and solution designs within the relevant management teams to ensure continuous business improvement
  • Ensure that operational processes stay within agreed upon budgets and timelines
  • Provide training and development opportunities and serve in mentoring role for his/her direct reports
  • Compilation and issue of monthly client billing
  • Manage staff allocation through optimized scheduling and cross-training and through fostering a strong sense of teamwork

FAQs

What are the working hours for the Account Manager position?

The working hours are Monday to Friday from 8:00 am to 5:00 pm.

What is the salary range for this position?

The salary range for the Account Manager role is between $90,250 and $95,000 per year.

What benefits are offered with this position?

Benefits include various health insurance options, 401k retirement savings plan with employer match, paid time off, life insurance, paid parental leave, short-term and long-term disability, flexible spending accounts, commuter benefits, legal assistance, and an employee assistance program.

Is experience in client service important for this role?

Yes, a proven track record of being a recognized leader and manager in a customer service-intensive environment for over 5 years is required.

What educational qualifications are needed for the Account Manager role?

A Bachelor's degree or equivalent experience is required.

Is financial management experience necessary for this position?

Yes, a minimum of two years of successful financial management experience is required, along with an understanding of how strategic decisions impact P&L.

What does Williams Lea do?

Williams Lea specializes in delivering efficient business processes in complex and highly regulated environments, leveraging technology and expertise to transform support services.

Is there a drug screening policy for this position?

Yes, Williams Lea performs pre-employment substance abuse testing as part of their drug-free workplace policy.

Is there an emphasis on professional development in this role?

Yes, the role includes providing training and development opportunities and serving in a mentoring capacity for direct reports.

What is the company's stance on equal employment opportunities?

Williams Lea ensures equal employment opportunity without discrimination or harassment based on various protected characteristics, in accordance with the law.

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Williams Lea

The leading global provider of business-critical support services to financial, legal & professional services firms.

Consulting
Industry
5001-10,000
Employees
1820
Founded Year

Mission & Purpose

Williams Lea is a global provider of business-critical support services, specialising in document management, digital transformation, and business process outsourcing. Their ultimate mission is to help organisations enhance efficiency and improve performance by delivering innovative solutions and operational excellence. The purpose of Williams Lea is to enable clients to focus on their core business activities while they manage the essential support functions, thereby driving productivity and creating value for their clients.