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Client Services Account Manager (Open)
Position Description:
The Client Services Account Manager (CSAM) has overall responsibility for delivery of all Client Service responsibilities, including training programs, support issues, service plans, testing, surveys, Client Assessment meetings and program development. Even if other DataServ Support staff perform the actual functions, the CSAM will be responsible for developing plans and delivering the required results. As part of this process, the CSAM will work with the Client Relationship Manager, DataServ Project Team, DataServ Billing Department and IS Staff as necessary. The CSAM is also responsible for supporting a roster of Clients assigned by the Client Relationship Manager.
This position reports to the Client Relationship Manager.
Responsibilities:
- Work with Client Relationship Manager and DataServ Project Team to schedule and deliver training to new Clients as needed.
- Maintain complete, current training materials for assigned Clients in the DataServ Community.
- Proactively research training content and delivery topics to provide ongoing improvements to DataServ training efforts.
- Create and deliver web-based surveys to assigned Clients as needed, analyze results and report them to CRM.
- Provide Client Support to assigned Clients, per established department procedures.
- Develop and maintain accurate Client contact records in Netsuite, making sure required mailing lists are current.
- Develop and maintain Service plans for all assigned Clients, including program development goals.
- Schedule, conduct and report on Client Assessment Meetings and proactive calls for assigned Clients.
Qualifications:
- BA/BS degree preferred
- Demonstrated ability to deliver on-site training and/or presentations
- Experience developing and implementing Client service/sales plans preferred
- Proven experience creating technical training documentation
- Excellent communication skills; verbal, written and listening
- Customer Service/Technical help desk experience preferred; to include 2nd tier support
- Ability to work independently yet support team responsibilities
- A positive, friendly, can-do attitude