Overview: Establish and maintain rapport with key client's stakeholders. Acts as key contact for assigned accounts and support Business Line Leaders on plans to maintain/expand existing business and services. Manages the administration of processes and operational duties for national contracts. Responsible for client satisfaction, contractual service level agreements, and partners with field management to formulate strategies for program retention and success.
Responsibilities: Develops/implements approved business plans for assigned accounts to maintain and maximize market share potential within scope of contract. Ensures there is sales growth and actively looks for key growth opportunities, key new opportunities, pricing improvements and other quantifiable deliverables as established by SVP or delegate.
Serves as primary liasion between key account and with any or all of the following: SVP and delegate, Strategic Sales, back office and compliance support, as well as with the field offices relative to operational issues, procedures/processes and specific job requirements. Follows through to ensure program delivery, communication and challenge resolution.
Prepare 360 degree reviews with clients to learn of risks and opportunities.
Set and attend meetings in new markets with end users and decision makers, bringing in local representation.
Follow-up in new markets to ensure gross margin thresholds are met.
Provide regular reporting to SVP on key account wins and challenges.
Act as subject matter expert on each assigned account from key client contacts to rules of engagement.
Billing/reporting oversight processes to ensure data validity and integrity for assigned accounts. Delivers agreed upon usage, cost savings, compliance and performance metrics reporting.
Responsible for including local client information to help with customizing quarterly business review and helps to facilitate national quarterly quality review. Conducts on-site reviews to ensure standardization, program compliance and the effective delivery of quality services related to assigned accounts. Documents deficiencies, recommends corrective action and establishes performance metrics.
Participates in local site quality reviews as requested. Responsible quality metrics that are established for the program and ensures vendor adherence to quality standards.
Evaluates clients' responses to quality surveys to determine needs for service improvement and develops action plans to track results. Meets with client management to obtain additional information, investigate concerns, identify program successes and promote strong customer relations.
Participates in special projects and performs other duties as assigned.
Responsible for DSO and performs other duties as assigned.
Travel expectations 40-50%.
Qualifications: Bachelor's Degree or the equivalent, plus a minimum of five years industry management and/or operations experience. Excellent oral/written communication, marketing presentation and negotiation skills required. Proven track record of sales development including to C-Level contacts. Demonstrated knowledge and experience with key account sales/service requirements.
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