Account Director at Williams

Myrtle Point, Oregon, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Business ServicesIndustries

Requirements

Bachelor’s degree or equivalent experience
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
Demonstrated record in developing operational solutions that have permanently resolved poor contract performance or difficult situations
Established accomplishments in successfully delivering on client SLAs, building high performing teams, and creating client relationships
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
Proven experience managing large teams and knowledge of multiple service lines
At least one year business development experience
Minimum of five years of successful financial management; understanding of how day-to-day operations and strategic decisions impact client P&Ls

Responsibilities

Manage a portfolio of multiple accounts (2-7) with gross profit of at least $300,000
Provide people leadership – lead, develop and empower highly functioning client teams
Provide oversight and support for the selection, induction, development, retention, motivation, and performance of direct and indirect reports
Provide training and development opportunities and serve in mentoring role for direct reports; ensure Managers provide similar support for Supervisors, Workflow Coordinators, and associates
Manage operations staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
Encourage a culture of structured succession planning for key roles
Provide operations leadership – ensure accounts meet and/or exceed client expectations
Ensure operational controls and management information and reporting requirements are fulfilled
Oversee overall performance metrics of accounts/departments against contract/target or business unit benchmarks
Serve as Engage expert: familiar with all aspects of Engage; train managers how to properly utilize the Engage system to optimize performance; set up Engage for new clients; ensure managers within portfolio understand Engage and utilize the system as designed; contribute to ongoing Engage development by championing improvement opportunities/ideas
Implement strategies to improve and standardize all aspects of operations
Share knowledge, best practices, and solution designs within relevant management teams to ensure continuous business improvement
Execute modifications to organizational design and teams to optimize operational activity and improve client experience
Investigate and resolve issues escalated by the client and communicate significant issues to reporting chain
Drive the quality-of-service delivery across the organization
Ensure operations controls are in place to manage budget and be profitable
Leverage knowledge to collaborate on and negotiate terms for contracts or renewals
Develop strategic account plans
Write, deliver, negotiate and approve contract amendments/Statement of Works (SOWs)
Support Senior Account Directors and Managing Directors in sales and account growth initiatives