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Account Manager - Mon - Fri 8am-5pm

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Williams Lea

24d 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 a customer service leadership role, experience resolving contract issues, strong client service skills, and 2+ years in financial management impacting P&L.
  • You will ensure service quality, implement processes, track operations, manage staff performance, resolve client issues, support business implementation, and oversee 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 for the Account Manager position are Monday to Friday, 8:00 am to 5:00 pm.

What is the salary range for this position?

The salary range for the Account Manager position is $90,250 - $95,000 per year.

What benefits are offered with this role?

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

What qualifications are required for the Account Manager position?

A Bachelor's degree or equivalent experience is required, along with over 5 years' experience in a leadership role in a customer service environment and a proven track record in managing people.

Is experience in financial management necessary for this role?

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

What responsibilities will the Account Manager have?

Responsibilities include managing service delivery, implementing standardized processes, maintaining communication with client services, tracking performance metrics, resolving escalated issues, and promoting a culture of continuous improvement among staff.

Does Williams Lea provide training and development opportunities?

Yes, Williams Lea provides training and development opportunities and expects the Account Manager to serve in a mentoring role for direct reports.

What is the company policy on equal employment opportunity?

Williams Lea ensures equal employment opportunity without discrimination or harassment on the basis of various protected characteristics as per law.

Is drug testing required for employment?

Yes, Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.

Can you describe the company culture at Williams Lea?

Williams Lea fosters a culture of innovation and progress, with a focus on connecting technology with expertise and strong processes to transform support services in a rapidly changing world.

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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.