The primary responsibility of the Account Management Associate is to effectively and efficiently manage the ALTPAYNET business for their assigned customer contracts and ensure customer satisfaction. The POSITION is a combination of forecasting, proposing new services and contract renewals and building relationships with CLIENTS. Ensuring customer satisfaction involves proper delivery and execution of service contracts. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the Account Management Associate will become involved and find a solution.
Job Duties and Responsibilities:
Provide clients a single point of contact for Customer management and ensure service delivery and Service Level Agreements (SLA) compliance.
Work with clients to discuss concerns and drive corrective actions to closure.
Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.
Ensure that Customers receive appropriate and timely reporting as required by the Services Contract.
Manage team deliverables and adherence to agreed scope and outcomes.
Manage product quality issues as needed
Engage as needed in the case management process to ensure proper service delivery
Assist partners and vendors as needed with payment and billing issues
Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
Ensure all operational documentations remain up to date and relevant.
Assist Account Managers with management of the assigned accounts
As a part of this process, the Account Management Associate ensures that there are clearly documented support/service expectations and processes for the client. They seek to understand the client expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed.
Execute contract documents and obtain customer purchase orders
Lead and manage the coordination of variation and other change request response and implementation of approved platform changes.
Oversee the change implementation into service delivery operations in coordination with Clients.
Work with customers on up-sell / cross-sell
Participate in the forecasting of revenue
1+ years customer service / support experience
Minimum of a College Degree in Business, Sciences and the Arts
Good moral character
Basic financial acumen
Computer skills (I.e. MS Office suite)
Customer Satisfaction mind set
Background in payments
A strong command of communication skills, both oral and written.