Service Account Manager
This is not a sales job.
**THE IDEAL CANDIDATE WILL WORK REMOTELY FROM HOME AND CAN BE BASED ANYWHERE IN THE US**
At Glory Global Solutions, innovation is at the heart of what we do. We bring real innovation to our customers, through technology, process and our people. Through our innovation, we fundamentally change the way cash moves across operations, how staff work, and how customers are engaged and the ways in which businesses connect their cash management systems.World experts in the management of cash, we work in partnership with our customers to identify their exact needs, establishing a framework of technology and process change that has a profound effect on business results. This framework delivers a proven return on investment and sees new levels of customer engagement, fully supported by vital business intelligence to enhance profitability.
SUMMARY OF JOB SCOPE & RESPONSIBILITIES
This position is responsible for everything related to the service relationship and performance of our key sales and service accounts. Excellent service is a personal interaction that builds relationships, encourages repeat business, and gets the customer telling others about our company. This role is responsible for driving our core initiatives within these key accounts to include, but not limited to, increasing our overall penetration, protecting our core service business and seeking ways to grow our direct and third party maintenance opportunities. To be successful in this role, you must be well organized and have a plan for working your assigned accounts. This position requires strong prospecting skills to major financial organizations. The role requires the individual to have immediate, continued access to the executive management team.
Major Position Accountabilities:
Ensure consistent execution of strategy nationally - proper allocation of resources
Maintain cohesive focus between Service and Sales teams
Develop and maintain Strategic Plans for assigned key National Accounts
Service point of contact for assigned key National Accounts
Develop positive working relationship with customers for business growth to ensure long term development and retention
Respond to customer RFPs & RFIs
Responsible for tracking and recommending improvement plans for customer SLA's and KPI's
Develop\present service offerings and related pricing
Maintenance contract review and on time renewals
Lead\coordinate the effort to grow Direct and third party maintenance
Develop and nurture relationships with assigned major customers
Enables delivery of core strategy through customer partnering
AA or AS or four years comparable job experience preferred
Overnight travel required:50% - 65%
Critical Success Factors:
Ability to lead and influence without direct reporting
Ability to coordinate accounts across multiple regions
Integrity, strong sense of ethics and professionalism
Ability to work with a variety of personalities and styles
Strong relationship and team building skills both internally and externally; a bility to quickly establish credibility and relationships, both internally and with clients
Exceptional organizational skills; verbal and written communication skills with a strong attention to details; and strong presentation and facilitation skills
Implement creative ways to improve customer relationships, tailor and share performance-enhancing suggestions and promote other Glory products.
Ability to negotiate and close agreements
Experience as a self-starter and multi-tasking, self-motivated, with a capacity to perform in a fast paced environment
Understanding of planning, goal setting and working toward objectives
Ability to handle multiple projects and adapt to new situations
Position Requirements and Specifications:
Five plus years of service and sales building and leading a service management team including related service account management experience in the banking, retail, casino and or armored car industries. Demonstrated ability to manage key accounts; demonstrable success service-selling to the specific targeted account group; demonstrable experience in project planning and strategic\tactical account planning and execution. Experience in contract negotiations, presenting to and interfacing with senior-level operational executives. This person is responsible for addressing all service-related concerns of customer across the Pre- and Post- selling process within a complex organization and ensuring a high level of customer satisfaction with the total Glory value and service delivery solution.
Reports to Vice President National Accounts, Service - North America
An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer
It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.
Company Description Glory Global Solutions, formed in 2013, combines the former international businesses of Glory and Talaris. A global business, headquartered in the UK, Glory Global Solutions is built on the solid reputation and rich history of the GLORY Group, Talaris and De La Rue, providing combined experience spanning over 280 years.
Working from more than 20 countries, over 2,500 professionals and specialists deploy knowledge, skills, resources and technology, to ensure that cash moves seamlessly throughout operations, significantly reducing cost while transforming staff productivity. Further business development and support through our network of 350 business partners delivers local expertise and understanding worldwide.