Job Summary & Scope

Responsible for maintaining and cultivating relationships with clients to ensure satisfaction with products or services. This role involves understanding client needs, addressing concerns, and coordinating with internal teams to deliver solutions. The Service Account Manager 1 acts as a liaison between the client and the company, providing exceptional customer service and driving retention and growth opportunities.

Key Accountabilities

• Build and maintain strong relationships with assigned clients.
• Serve as the primary point of contact for client inquiries, requests, and concerns.
• Understand client needs and objectives to effectively address their requirements.
• Collaborate with internal teams, including sales, technical support, and operations, to ensure timely and satisfactory resolution of client issues.
• Proactively identify opportunities to upsell or cross-sell products and services to existing clients.
• Monitor client accounts, track usage, and analyze data to identify trends and opportunities for improvement.
• Develop and implement strategies to enhance client satisfaction and loyalty.
• Provide regular updates and reports to management regarding client interactions, feedback, and satisfaction levels.
• Stay informed about industry trends, competitor activities, and market developments.
• Participate in training sessions and workshops to enhance product knowledge and customer service skills.

Education + Experience + Key Traits

Bachelor's degree in business administration, marketing, or related field (or equivalent work experience). Proven experience in customer service, account management, or sales, preferably in a technology or service-oriented industry. Proven experience in consultative selling and managed services. Proven experience with Statement of Work (SOW) and Master Service Agreements (MSA) management. Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients. Strong problem-solving abilities and attention to detail. Ability to work effectively both independently and as part of a team. Proficiency in Microsoft Office Suite and customer relationship management (CRM) software. Demonstrated ability to manage multiple priorities and meet deadlines in a fast-paced environment. Strong organizational and time management skills.

Typical Performance Targets

• Service Delivery: Sustained, measured excellence in project & process delivery
• Cost to Serve: Sustained, measured excellence in delivery efficiency with expected continuous improvement
• Innovation: Step changed delivery in safety, quality, and/or cost

Language Skills

Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch. Read and interpret documents, procedure manuals and various correspondence from both internal and external. Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

Supervision

Role does not require supervision of direct and indirect reports.

Decision Making + Reasoning

Able to take accountability and responsibility for business target delivery and decision making. Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality.

Working Relationships

Internal and External Customers.