Service Account Manager

Scope of Work: The Service Account Manager is responsible for fostering strong client relationships, ensuring customer satisfaction, and overseeing the delivery of services or products to clients. They act as the primary point of contact between the company and its clients, working to understand client needs, resolve issues, and maintain a high level of customer satisfaction.

Responsibilities:

1. Client Relationship Management:
• 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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.
9. Customer Retention and Satisfaction:
• Implement strategies to enhance customer satisfaction, loyalty, and retention rates.
• Proactively address issues and take measures to prevent potential dissatisfaction.
10. 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.

Minimum Requirements:

• 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, Inc. is an equal opportunity employer including disability/vets.

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