ED MAP

Account Success Manager

Title: Account Success Manager
Department: Support Services
Reports to: Support Services Manager
Supervises: NA
FLSA Status: Exempt
Hours of Work: Standard Business Hours

 

Job Summary

The Ed Map Account Success Manager (ASM) possesses an energetic drive and commitment to serving others, while maintaining and promoting efficiencies that enhance both client and company success. The ASM is among the key company stakeholders responsible for project management and operational oversight of her or his client accounts. The ASM works closely with all Ed Map departments to ensure that the products and services delivered to clients meet or exceed client requirement.  S(he) participates in new client onboarding, serving as an operational Subject Matter Expert (SME).  S(he) provides an operational perspective to the Solution Architect implementing products and services for existing clients.  Upon successful completion of the solution deployment phase, ASM serves as primary point of contact for new client and supports new product/service.  The ASM collaborates with the Inventory Specialist on account success measures, and escalates risks to client relationship.

The ASM supports her or his identified client accounts.  The ASM is accountable and responsible for the quality of service delivery, including CRM maintenance, client project plans, communication with client operational contacts, and reporting metrics for account groups.

The ASM consistently provides an exemplary level of customer service, routinely identifying opportunities for service improvements and revenue growth with each client, effectively communicating and collaborating with Solutions Architects and Ed Map Sales to maximize those opportunities.

 

Essential Functions

Day-to-day operations and support

  • Oversees operational success of assigned accounts
  • Upkeeps CRM, delivers quarterly reports, and maintains up-to-date content fulfillment plans for assigned accounts
  • Reports risk statuses of projects or timelines both internally and externally and develops plans to mitigate those risks
  • Identifies needs and collaborates with Solutions Architects and Sales to implement established products, services, and process improvements that promote client retention and revenue growth
  • Is knowledgeable about Ed Map products and services
  • Leads and works closely with clients and Ed Map operations for the following:

 

  • Maintains accurate and up-to-date external and cross-departmental project plans for procurement and delivery

 

  • Escalates delays to the appropriate manager within the company

 

  • Shares templates with clients to ensure Ed Map is provided with the data needed to fulfill content distribution service requirements effectively, including regular projection reports, enorollment reports, etc.

 

 

  • Resolves client concerns and complaints courteously and professionally

 

  • Ensures course set up, platform configuration, and other client-specific data and/or systems are accurate
  • Ensures that responses to all account communications meet the client service level agreement (SLA), typically within four business hours of receipt, and that all escalated situations are brought to the attention of the supervisor
  • Adheres to processes as established by supervisor or among peers/management, completing tasks within the established timeframe in the proper format
  • Hosts weekly or bi-weekly operational calls with clients, as well as internal meetings as needed
  • Makes suggestions, contributes to, reviews, and updates processes and documentation
  • Chairs quarterly company account reviews
  • Acts as backup to another Account Success Manager, assigned, during an out of office
  • Performs other duties as assigned

 

 

Leadership:

  • Leads projects to ensure client success

 

Quantitative

 

  • Calculates basic math
  • Uses complex Excel formulas
  • Configures fields and parameters to meet reporting needs

 

Key Competencies

Hard Skills

  • Excellent math and computer skills
  • Knowledge of appropriate systems and software
    • Word
    • Excel
    • Outlook
    • PowerPoint
    • Visio
    • Smartsheet preferred
    • ERP system (EPICOR preferred)
  • Strong written and oral communication
  • Project management
  • Prioritization
  • Business acumen

 

Soft Skills

  • Collaborative
  • Professional attitude and appearance
  • Tolerant of ambiguity
  • Good listener
  • Patient
  • Detail Oriented
  • Analytical
  • Creative
  • Organized
  • Able to multitask
  • Able to effectively lead others
  • Self Motivated
  • Ability to work outside of comfort zone
  • Open to changes with transitions
  • Ability to deliver a difficult or negative message

 

Education and Experience

  • Bachelor’s degree preferred
  • 5+ years relevant business experience
  • 1+ years account management experience
  • 3+ years relevant customer service and/or sales experience
  • Demonstrated success managing multiple initiatives/projects simultaneously
  • Project management experience preferred

 

  • Special Requirements: Minimal travel (<5%) may be required

Please submit your resume and a cover letter to Stacie Rainey, srainey@edmap.com, by April 19, 2017.

This company is committed to the principles of equal employment opportunity and is committed to making employment decisions based on merit. We are committed to complying with Federal, State and local laws providing equal employment opportunities, as well as all laws related to terms and conditions of employment. This company desires to keep a work environment free of sexual harassment or discrimination based on race, religion, ethnicity, national origin, sexual orientation, physical and mental disability, marital status, age and any other status protected by Federal, State or local laws.