Account Manager

Account Manager

The Account Manager is an operations leader who will communicate a vision for how Williams Lea best serves our clients across single or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development.

Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees

Manage relationships with clients by ensuring 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 to ensure client satisfaction and exceptional employee performance

Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client

Responsible for employee lifecycle of direct and indirect reports including, but not limited to 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, service level agreements (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 and progress against goals and development

Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly

Review monthly P&L and submit necessary changes to financial analyst

Review all labor allocations; manage over-time and time-off to avoid non-billable charges

Create and distribute monthly invoice, ensuring it meets contractual requirements

Participate in the budget process; ensure all operational processes are managed to timeline and budget

Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making

Solicit feedback from clients (client outreach) regularly

Foster cross-training and a sense of team work to optimize client service delivery

Educate clients regarding Williams Lea services already providing and those available through strong sense of the client's business and the impact our services may have on their success

Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to manager

Participate or lead due diligence, implementation (people, process, technology) for new business within client account; participate as needed on other new client accounts.

Be able to lift up to 50 lbs. on a regular basis.

Adhere to Williams Lea policies in addition to client site policies