Account Manager

• Plans and oversees enterprise-level support and service activities for company products and services for a designated group of clients. Clients consist of agents, independent sales offices, and integrated sales vendors. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and products to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded business. Responsible and accountable for totality of client relationship for assigned accounts; all products and services including all platforms. Responds appropriately to ensure support groups respond and react accordingly and with empathy to the client impact. Supports the client by acting as the voice of the customer, identifying product support and development needs, and communicating needs internally. Maintains long-term relationships with clients. Ensures understanding of the client business and products to identify service needs, plan service delivery, and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Identifies new product services based on strategic direction of the client's business. Acts as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues and escalates issues that pose substantial regulatory or financial impacts to the company. Ensures quality service and operational performance is within the parameters of the client's projects and service delivery standards. Ensures accurate and timely forecasting on a monthly reporting basis for assigned accounts. Manages sales support resources and work with internal stakeholders to create and deliver propositions. Stays abreast of industry trends, regulations, and competitive products to strategically identify and target sales opportunities. Implements creative strategies to seek new client solutions where appropriate. Work to develop initiatives to improve communications, processes, and workflow with clients to create and maintain positive relationships. Deliver reports that provide revenue projection, product penetration rates and sales forecasts for senior executive management.

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