The Account Manager II's primary responsibility is to build partnerships with named accounts and their end users and ensure that POS Portal delivers premium service, continually improves client satisfaction, and ultimately achieves client retention. The AM II will also work to cultivate appropriate channel partners from various software verticals (and related suppliers) to build and maintain strategic partnerships and execute on joint initiatives including referral, influence, consultation and product enhancement. AM II will partner with Sales to represent the entire range of company products and services to Enterprise customers, while leading the customer account planning cycle and ensuring assigned customers' needs and expectations are met by the company. The AM II understands business problems and opportunities in the context of the requirements and recommends solutions that enable the organization to achieve its goals. Will handle client escalations, manage customer satisfaction levels, and manage professional services requests. Other duties as assigned.
ESSENTIAL FUNCTIONS:
The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
Manage customer satisfaction levels
Provide Account Management for named clients and their end users regarding their day-to-day merchant service needs, order inquires/issues and ensures that service levels are met.
Establish relationships at multiple levels within partner organizations and fit ScanSource products, services and solutions to current and future initiatives.
Engage with prospects and partners via outbound phone and email contact to cultivate relationships and drive end users referrals.
Engage with partners end users via outbound phone and email contact to drive hardware sales of partners solutions.
Participate in the creation and delivery of scalable, partner-specific value propositions in order to build commitment and traction between ScanSource and partners.
Track and actively manage pipeline associated with targeted leads and partnerships.
Build and maintain accurate and up to date strategic account plans.
Promote partnerships internally and within the partner's organization to help identify and drive new opportunities
Provide regular reports as needed to management and other interested parties on prospecting and lead generation activities and status.
Partner with customers through a strategic and consultative approach to understand their business needs, issues, strategies, and priorities to deliver a value-adding business solution.
Track and report on client issues and operational issues that affect the clients; works with supervisor in communicating corrective actions.
Responsible for driving issue resolution and escalates unresolved issues of significant concern to the appropriate Executive level sponsor.
Develop knowledge of vertical market size/trends and partner business through research, partner interactions and other means
Manage relationships with client stakeholder groups-for example, operations, product management, accounting-and effectively communicates with supervisor and client management teams.
Assist in the onboarding and management of the day-to-day operations of each partnership serving as a proactive liaison and escalation point of partnership issues
Review contracts and communicate gaps to supervisor; keeping processes and systems in compliance.
Investigate and answer questions related to billing, credits, rental portfolio, and pricing accuracy named clients.
Identify and escalate cross-sell opportunities for all of POS Portal's product offerings to supervisor.
Track and report on issues/enhancement requests and operational issues that affect clients. Work with the appropriate party to facilitate the requests.
Serve as the chairperson for weekly meetings, provide weekly, monthly, quarterly and annual reports.
Responsible for the executive review process by documenting account activity including enhancements, issues, performance and new initiatives.
Responsible for acquiring and integrating industry knowledge related to general trends, emerging technologies, & competitors.
Monitor support response times.
Manage the customer renewal strategy and retention.
S. in Business Administration or related field, and
Minimum Experience required:
5+ years Account Management experience for strategic accounts, and
3+ years of Sales experience preferred, or
Equivalent combination of education and experience
Skills required:
Communication: Must be able to effectively communicate with business and technology stakeholders and facilitate communication within cross-functional teams is able to interact and communicate with customers as well as individuals at all levels of the organization has excellent written and verbal communication, and strong presentation skills. Must have a polished, professional presentation. Proven ability to influence cross-functional teams with and without formal authority.
Planning/organizing: the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans. Possesses strong business acumen and broad project knowledge; will analyze application requirements and plan strategies for training, testing, support and reporting. Acute attention to detail.
Documentation: the individual has the demonstrated ability to clearly and accurately document processes and procedures at an executive level. Demonstrated ability to write business requirements, use cases, functional specifications.
Ability to work independently, manage multiple projects
Ability to travel out of state as required
FINANCIAL RESPONSIBILITY & AUTHORITY:
Financial : None
Supervisory: None
WORK ENVIRONMENT:
Fast-paced office environment
PHYSICAL/MENTAL DEMANDS:
While performing the duties of this job, the employee is required to do the following:
Coordinate multiple tasks simultaneously
Occasional travel to client sites in and out of state; and
Activity
Required
Repetitive Motion - Hands
x
Keyboarding
x
Viewing Computer Screen
x
Speaking on the telephone
x
Sitting
x
Standing
x
COMPENSATION:
Compensation Range: $75,000-$95,000
Actual annual salary offered to a candidate will be based on a number of variables including work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer. This position is not eligible for a variable pay component as part of the hiring range.
While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire). In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO. ScanSource also celebrates 8 paid company holidays.
POS Portal/ScanSource, Inc. is an Equal Opportunity Employer
