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Sr Account Manager - Higher Education

Date Posted: 8/16/2022

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Job Description

Position Summary: 

The Senior Account Manager will be paired with clients that require high-touch, complex account management. The Senior Account Manager will also have key responsibilities in support of the Account Managers and department.  

Regular account management requirement - will provide ongoing support of clients' requests and distributes essential information regarding new clients or current clients to the Operations, Finance, and Marketing departments to ensure proper account management and/or implementation. Oversees the outreach, education and communication with each client; responding to and following up on questions generated by clients; resolves complaints or concerns expressed by clients; leads or supports presentations to clients using strong company knowledge and experience in order to create long standing relationships for On Call; maintains comprehensive files relating to client contracts, including contracts, policies, rate information, quotes, and details relating to account set up. Represents the company at business events as required.

Key Responsibilities:

Relying on broad knowledge and strong leadership skills, the Senior Account Manager is accountable for the following responsibilities:

*    Complete all account maintenance including scheduled reporting, renewals, file and contract maintenance and protocols for assigned accounts.
*    Conduct scheduled quarterly outreach with each client
*    Respond to and following up on questions generated by clients
*    Resolve complaints or concerns expressed by clients 
*    Lead or support training or program overview presentations to clients using strong company knowledge and experience in order to create long standing relationships for On Call
*    Plan and organize cross-departmental shadowing and training schedule 
*    Determine inter-departmental cross-training needs and facilitate schedule 
*    Support Account Managers with client escalation calls and make recommendation to Director of Account Management or VP of Sales and Marketing whether financial reparation or renewal concessions are warranted

*    Develop and implement short-term plans to improve business processes for designated area.
*    Provide information on resources and capabilities for the development of longer-term plans.

*    Prepare written and verbal presentations that educate and inform on area of responsibility/expertise.

Business Controls and Policies
*    Comply with all corporate policies and procedures.
*    Follow all compliance and approval processes

Position Knowledge, Skills, and Requirements:

*    Bachelor's degree in a related field or the equivalent education and/or experience 

*    Up to 2 years of account management professional experience (internal candidate); Up to 6 years of account management professional experience (external candidate) 

*    Possess and have ability to apply advanced knowledge of principles, practices, and procedures
*    Excellent written and verbal communications skills with an emphasis on confidentiality, tact, and diplomacy
*    Superior organizational and analytical skills; demonstrated ability to manage multiple tasks simultaneously
*    Knowledgeable of industry changes, legal updates, and technical developments related to applicable area of the Company's business to proactively respond to changing business environment
*    Advanced proficiency and experience using Microsoft Office package (Excel, Outlook, Teams, PowerPoint, Word)

We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability
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Job Snapshot

  • Employee Type:Full-Time
  • Location:Groveland, MA
  • Job Type:Customer Service
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:8/16/2022
  • Contact: Shauna Cort (949) 617-3180
  • Pay Range: $40.00 - $45.00 Annually
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Job Reference: JO-2208-172444