DISA Global Solutions, Inc.

Account Manager

• Develop trusted advisor relationships for all assigned clients.
• Provide assigned clients with excellent and prompt customer service via telephone and email.
• Manage client accounts, ensure compliance, and build productive working relationships within client service policies.
• Take lead on major account changes/initiatives and/or conflicts and communicate with appropriate departments.
• Escalate issues that affect customer experience scores immediately.
• Coordinate and collaborate with internal account teams and cross-functional departments to resolve service issues.
• Develop and nurture customer relationships; manage and solve conflicts with root cause analysis and proposed solutions.
• Maintain timely workflow of projects; prioritize requests to solve issues, complete tasks, and serve the client.
• Conduct continuous improvement training and education to maintain expert knowledge for assigned clients.
• Handle all service inquiries within SLA/specific guidelines or regulations for assigned accounts.
• Provide clients with navigation/training in DISA platform(s), handle account updates and ordering supplies or services.
• Anticipate and monitor at-risk accounts; escalate concerns through proper channels.
• Verify daily processing and error corrections to ensure accuracy and timeliness of reporting for assigned accounts.
• Initiate contact with clients or business partners to ensure speedy resolution.
• Provide subject matter expert knowledge related to rules, regulations, laws as applicable.
• Other duties as assigned.

Client Account Representative

Customer Success Manager

• DISA Global Solutions: industry-leading safety and compliance solutions provider serving 55,000 customers.
• Support and manage a designated group of clients to maintain strong relationships and ensure service delivery.
• Serve as primary contact to address inquiries, resolve issues, and ensure quality service delivery.
• Develop and maintain detailed account and project plans outlining objectives, timelines, and progress.
• Grow accounts through upsells and cross-selling; assist with creation and maintenance of basic account documentation.
• Collaborate with internal teams to coordinate client projects and service delivery.
• Track client usage and service performance; identify trends or concerns.
• Participate in regular client meetings and support Quarterly Business Reviews.
• Ensure accurate documentation and tracking of client activities, communications, and follow-ups in CRM.
• Assist with resolving escalated issues by coordinating with billing, operations, customer service, and other departments.
• Maintain understanding of DISA’s services, pricing, and procedures; seek opportunities to improve client satisfaction and processes.
• Support implementation of best practices and perform additional duties as assigned.

Client Account Representative

Account Manager I, Client Success