Service Account Manager

• Cultivate and nurture relationships with assigned clients to understand their needs, goals, and challenges.
• Act as the primary point of contact, fostering trust and being responsive to client inquiries and concerns.
• Regularly engage with clients to assess satisfaction levels and gather feedback.
• Account Planning and Strategy:

• Develop strategic account plans in collaboration with Service Teams to identify opportunities for account growth and expansion.
• Create personalized solutions aligned with client objectives and company offerings.
• Forecast potential risks and opportunities within client accounts.
• Service Delivery Oversight:

• Coordinate and monitor the delivery of products or services to ensure they meet or exceed client expectations.
• Collaborate with internal teams to resolve any issues or discrepancies in service delivery promptly.
• Ensure adherence to agreed-upon service level agreements (SLAs) or contractual obligations.
• Issue Resolution and Escalation:

• Proactively identify and address client concerns or issues, working with cross-functional teams to provide effective and timely solutions.
• Escalate critical issues to higher management or relevant departments for swift resolution.
• Contract Management and Renewals:

• Manage contract renewals, negotiations, and amendments while ensuring compliance with terms and conditions.
• Work closely with legal and finance teams to finalize contracts and agreements.
• Reporting and Analysis:

• Generate and analyze reports on account performance, key metrics, and customer feedback.
• Utilize data insights to identify trends, patterns, and areas for improvement in service delivery or client satisfaction.
• Upselling and Cross-Selling:

• Identify opportunities to upsell or cross-sell additional services or products to existing clients based on their evolving needs and company offerings.
• Collaboration with Internal Teams:

• Collaborate with Service Teams and other departments to ensure alignment in delivering high-quality services that meet client expectations.
• Act as a liaison between clients and internal teams to convey client requirements and feedback.
• Customer Retention and Satisfaction:

• Implement strategies to enhance customer satisfaction, loyalty, and retention rates.
• Proactively address issues and take measures to prevent potential dissatisfaction.
• Continuous Improvement and Feedback Loop:

• Gather client feedback and insights to drive improvements in products, services, or processes.
• Continuously refine strategies and approaches to maximize customer success and satisfaction.

• Education: High school/college graduate, holder of G.E.D., or equivalent studies/experience.
• Experience: Previous service management experience and meets job position requirements.

• Specialized Skills: High level of interpersonal relationship skills, proficiency in communication skills, organizational skills, and highly computer literate (i.e. Microsoft Word, Excel, Forefront).

Gaylor Electric