Account Director - Remote
Salary: $110,000-$130,000
Preferably based in: Columbus, Chicago, St. Louis, New York, Kansas City, Atlanta
The primary function of the Account Director (AD) role is to ensure client teams meet or exceed client service level agreements (SLAs). Provide operational oversight to ensure smooth day-to-day performance while addressing and escalating matters of concern. Ensure core business processes are in place and aligned with best practices. Responsible for ensuring teams utilize technology (Engage) as designed. Responsible for developing teams within the portfolio and working with other teams or functional areas to develop best practices across portfolios. Support Senior Account Directors and Managing Directors in sales and account growth initiatives.
Job Qualifications
1. A Bachelor’s degree or equivalent experience is required
2. Over 8 years’ experience and a proven track record of being a recognized leader and manager of people in a national or global customer service intensive environment
3. Demonstrated record in developing operational solutions that have permanently resolved poor contract performance or difficult situations
4. Established accomplishments in successfully delivering on client SLAs, building high performing teams, and creating client relationships
5. Excellent client service skills with a service-minded approach towards the client. Must be sensitive to client needs, remaining calm and confident, even in stressful situations
6. Proven experience managing large teams and knowledge of multiple service lines
7. At least one year business development experience
8. Minimum of five years of successful financial management; understanding of how day-to-day operations and strategic decisions impact client P&Ls
Job Duties
1. *Manage a portfolio of multiple accounts (2-7) with gross profit of at least $300,000
2. *People Leadership – lead, develop and empower highly functioning client teams
3. *Provide oversight and support for the selection, induction, development, retention, motivation, and performance of direct and indirect reports
4. *Provide training and development opportunities and serve in a mentoring role for his/her direct reports. Ensure Managers provide similar support for Supervisors, Workflow Coordinators, and associates on their teams.
5. *Manage operations staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
6. *Encourage a culture of structured succession planning for key roles
7. *Operations leadership – ensure accounts meet and/or exceed client expectations
8. *Ensure operational controls and management information and reporting requirements are fulfilled
9. *Oversee overall performance metrics of accounts/departments against contract/target or business unit benchmarks
10. *Engage expert. Familiar with all aspects of Engage.
11. *Train managers how to properly utilize the Engage system to optimize performance.
12. *Set up Engage for new clients.
13. *Ensure managers within the portfolio understand Engage and utilize the system as designed.
14. *Contribute to the ongoing Engage development by championing improvement opportunities/ideas.
15. *Implement strategies to improve and standardize all aspects of operations
16. *Share knowledge, best practices, and solution designs within the relevant management teams to ensure continuous business improvement
17. *Execute modifications to organizational design and teams to optimize operational activity and improve client experience
18. *Investigate and resolve issues escalated by the client and communicate significant issues to reporting chain
19. *Drive the quality-of-service delivery across the organization
20. *Financial and Contract Management
21. *Ensure operations controls are in place to manage budget and be profitable
22. *Leverage knowledge to collaborate on and negotiate terms for contracts or renewals
23. *Develop strategic account plans
24. *Write, deliver, negotiate and approve contract amendments/Statement of Works (SOWs)
25. *Write, deliver, negotiate and approve contract renewals
26. *Negotiate Periodic Price Adjustments (PPAs)
27. *Customer & account leadership – maintain appropriate communications channels with the clients, the field and offsite leadership
28. *Provide insight into weekly, monthly, or quarterly account reviews
29. *Develop appropriate client relationships with operational counterparts
30. *Support up selling, cross selling of new services and the renewal and PPA process as required
31. *Support the annual budget process for assigned accounts
32. *Possess a comprehensive understanding of all client’s business and the impact of our services
33. *Other
34. Partner with functional teams to implement appropriate policies, internal controls, and reporting
35. Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
36. Highlight operational, compliance and financial risk areas
37. Participate as a key project team member in new business implementation
38. Follow delegations of authority for operations team
About Us
Longevity driven by innovation
In a rapidly changing world, the ability to innovate and break new ground drives progress. Williams Lea has harnessed this ability for more than 200 years.
Our 5,200+ talented employees worldwide are experts in delivering efficient business processes in complex and highly regulated environments.
We’re always progressing. Connecting technology with expertise and strong processes to transform support services. As we enter our third century, we continue helping businesses thrive in a future driven by digitization and virtualization.
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