Advantix: Service Account Manager

Job Summary:

Advantix is a Managed Connectivity Experience Provider (MCx)™ delivering re-imagined connectivity solutions leveraging our proprietary software platform and managed services to deliver the ultimate experience. We are staffed with customer enthusiasts, channel champions, techies, analysts, developers and creatives. Advantix thrives on providing clients and partners with innovative solutions leveraging world-class technology.

Specializing in deploying, optimizing, and managing complex telecommunications programs. Advantix’s expense management platform, award-winning solutions and knowledgeable team of experts help organizations lower costs, streamline operations, and boost productivity.

Reporting to the Director of Customer Experience with daily oversight and training for the Account Management Supervisor, the Service Account Manager (SAM) is responsible for managing and supporting a base of accounts, ensuring client business requirements are delivered accurately and on time each month.  The SAM works collaboratively with internal departments to communicate client business needs and to solve issues preventing delivery. The SAM will support the Relationship Account Manager to deliver an excellent customer experience.

Duties and Responsibilities:

• Responsible for day-to-day management of assigned accounts.
• Onboard new customers including, but not limited to, provider billing, LOAs, AOP training, etc. Work closely with Implementation Team, Reporting, Optimization, etc. to ensure timelines are met.
• Communicate in a professional manner with clients either by phone, email or face-to-face, to ensure business requirements are understood and being delivered consistently.
• Build strong client relationships to maintain and grow existing account base.
• Act as the client advocate to ensure objectives are met with a focus on improving the customer experience.
• Responsible for managing recurring reporting activities within SLA and KPI parameter which requires an in-depth knowledge of the account.
• Lead customer-initiated projects, managing timelines and resources.
• Initial escalation contact (internal/external) for issues or activities on the account. Work with appropriate resources to deliver timely resolution. Seek direction from management for resolution as required.
• Initiate and alert Team to the service delivery incident(s) and potential issues to avoid escalations, while providing constructive feedback on process improvement.
• Work closely with Account Team and internal departments to achieve customer satisfaction and goals.
• Set goals and objectives for business/professional development and personal growth.

Skills/ Qualifications:

• Problem-solving skills to understand how to translate client business requirements into Advantix offerings, understanding where customization makes sense.
• Ability to deal with a variety of concrete variables in situations where only limited standardization exists.
• Excellent verbal and written communication skills including business presentations to groups
• Strong customer service and interpersonal skills
• Exceptional analytical skills to interpret data written, oral, diagram, spreadsheet or schedule form such as client data, contracts, client solutions, workflows and procedure manuals
• Time management and multitasking skills to handle multiple tasks and clients at once
• Strong organizational and prioritization skills with an attention to detail
• Project Management proficiency (Define project scope, determine resources, determine timeline, monitor project, communicate updates to completion)

Education/ Experience:

Bachelor’s Degree with 4+ years of experience in a customer facing role in account management, customer service or similar business capacity.   An equivalent combination of education and experience will be considered.  This is not an entry level position.

Computer Skills:

• Working knowledge of Microsoft Office products and Salesforce
• Understanding of databases, data integrity and data security
• Intermediate Excel skill level (Pivot Table, Graphs, V-Look Up)

Work Environment:

• Full-time remote position
• Prolonged periods sitting at a desk and working on a computer
• Travel may be required
  
  

Other:

Additional duties may be assigned by the department Supervisor/Manager from time to time as necessary to meet Advantix’ business needs.

Compensation:

Compensation Range: $48,000 - $58,000

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 10 paid company holidays.

ScanSource, Inc. is an Equal Opportunity Employer

EOE/M/F