Account Manager at Williams

Boston, Massachusetts, United States

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$72,000 – $78,000Compensation

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

Full TimeJob Type

UnknownVisa

Business ServicesIndustries

Requirements

Bachelor’s degree or equivalent experience
Over 5 years’ experience and proven track record as a recognized leader and manager of people in a customer service intensive environment
Demonstrated record implementing solutions that resolved poor client, service, or contract performance or difficult situations, or improved/sustained satisfactory contract performance
Excellent client service skills with a service-minded approach
Proven experience in delivery and management of complex or multi-service solutions for clients
Minimum of two years of successful financial management; general understanding of how day-to-day and strategic decisions impact P&L
Able to make independent financial decisions for scope of responsibility
Minimum of two years people management experience supporting full employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functions
Able to foster a team culture of high performance and continuous improvement valuing learning, quality, and client satisfaction
Attention to detail with demonstrated organizational skills
Must be able to meet deadlines and complete projects in a timely manner
Able to handle sensitive and/or confidential documents and information
Able to make independent decisions conforming to business needs and policy
Must be able to interact effectively with multi-functional and diverse backgrounds
Able to work in a fast-paced environment
Must be self-motivated with positive can-do attitude
Intermediate to expert level Microsoft Office skillset

Responsibilities

Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees (essential function)
People Leadership – develop a highly functioning client team
Responsible for full employee lifecycle of direct and indirect reports including interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management
Ensure direct and indirect reports understand and are compliant with company and client policies, SLAs, and expected quality of work, utilizing corrective action when necessary
Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance, progress against goals, and development
Foster cross-training and a sense of teamwork to optimize client service delivery
Operational Leadership – ensure account meets or exceeds client expectations
Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
Ensure Engage is implemented and utilized by team according to best practices
Understand how Engage operates, the data it requires and generates
Utilize Engage output for client reporting at an expert level and use data to manage team, workflow, quality, and individual performance
Drive continuous improvement