Account Manager at Williams

New York, New York, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Legal Services, Professional ServicesIndustries

Requirements

Over 5 years’ experience in an Account Manager or similar role
Be able to lift up to 50 lbs. on a regular basis
Adhere to Williams Lea policies in addition to client site policies

Responsibilities

Communicate a vision for how Williams Lea best serves clients across single or multiple service offerings and empower the team to bring that vision to life
Oversee contracted operation(s) to ensure needs of the contract, client, and employees are met
Manage relationships with clients to ensure a high level of customer satisfaction
Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals
Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes
Manage employee lifecycle of direct and indirect reports, including interviewing and hiring, onboarding, training, performance management, talent management, and off-boarding
Ensure direct and indirect reports understand and comply with company and client policies, SLAs, and expected quality of work, utilizing corrective action when necessary
Engage in regular communication with employees through team meetings and 1:1 meetings to discuss expectations, performance, goals, and development
Manage staffing and workflow volumes; use workflow management system to justify headcount and allocate resources
Review monthly P&L and submit necessary changes to financial analyst
Review all labor allocations; manage overtime and time-off to avoid non-billable charges
Create and distribute monthly invoice, ensuring it meets contractual requirements
Participate in the budget process; ensure operational processes are managed to timeline and budget
Create and present monthly Client Service Review (CSR); discuss ideas for process improvement
Solicit feedback from clients regularly
Foster cross-training and teamwork to optimize client service delivery
Educate clients on Williams Lea services and their impact on client success
Identify opportunities for account growth, new services, and resolutions to client challenges; escalate to manager
Participate or lead due diligence, implementation (people, process, technology) for new business within client account; participate on other new client accounts as needed