Senior Client Service Account Executive

Description

Our Great State Team is seeking a Senior Client Service Account Executve to join our fast-growing team! As a Senior Client Service Account Executive you would act as a high-level liaison between the company and its clients with a primary role in ensuring client satisfaction and engagement. The Senior Account Executive will help to oversee client-related tasks, quality of service, to drive client satisfaction for a group of clients assigned to them. They will manage Account Executives and Account Specialist along with working with internal team members to drive client satisfaction and engagement. This will include being responsible for client interactions via meetings/phone/e-mail/written correspondence, the analysis of data and process, effectively communicating information internally and externally, assisting with strategic initiatives, informing internal departments of client issues/policies/changes, and acting as an advocate of client interests within the company.  

Essential Duties and Responsibilities

• Exhibit all company core values. 
• Being the primary client facing meeting facilitator. 
• Maintain strong relationships with clients through proactive communication of best practices, representing State’s performance, and partnering with clients for process improvements.
• Supervise Client Service Account Executives and Client Service Account Specialists as direct reports. 
• Ensure company staff are informed on a proactive basis of client issues, concerns and changes so that they may be addressed most appropriately. This includes activities specifically the documentation of tickets.
• Aggressively seeks out additional business opportunities with existing and prospective clients, keeping Sales, Marketing and other staff informed of such opportunities as they arise. 
• Oversee the preparing and conducting client meetings ensuring that gathering and formatting data on activity and performance, developing an agenda, coordinating schedules, and updating meeting trackers & follow-up items is completed by the team. 
• Assist with facilitate meeting process by scheduling the meeting, conducting pre-meeting audits, organizing prep meetings, works with other team members to ensure there are drafts of the meeting booklet to review at the prep meetings, and being the final editor and proofreader of the meeting booklet. Documents and publishes minutes from the meeting and open up appropriate tickets that come out of the meeting.
• Participates in regular internal meetings with manager, team, and staff from other departments. 
• Works to obtain the best possible solution on the account for the company and the client.
• Manage correspondence, requests for information and issues from clients in a timely, professional and thorough manner.
• Utilizes company and client information systems successfully to gain results as a part of daily duties. 
• Responds to internal staff inquiries regarding clients and accounts.
• Produces and distributes reports on client and department activity.
• Learning client’s system of record as needed to complete job functions.
• Supports the achievement of department goals and notifies management and teammates when problems achieving goals arise. 
• Consistently look for ways to improve current practices and procedures to save money, improve quality, save time, or increase client satisfaction. 
• Represent company at off-site meetings with clients as well as industry events. 

Additional Duties and Responsibilities:

• Commpletes special projects or work duties as directed by manager.
• Assist in activity that will support departmental measurements as needed.
• Adheres to all FDCPA, FCRA, HIPAA and applicable laws, as well as SCS company policies.
• Will assist others within the Client Service and Business Support departments in their duties when necessary.
• Assist in the training and mentoring of other employees as needed.
• Consistently look for ways to improve current practices and procedures to save money, improve quality, and save time.
• Ensures Work Instructions are kept updated within the department and on the Company database.
• Ensure all staff activities are within company quality and compliance standards, as well as client-specific protocols. 
• Represents SCS with professional and ethical work standards consistent with the mission and management policy of the company.
• Adherers to all SCS polices as stated in the Handbook. 
• Mentors Account Executives and Account Specialist to become better professionals, decision makers, and employees. 

Qualifications, Skills and Experience: 

• 5+ years’ experience in a business-to-business, client-facing fiction. Marketing, Sales, and/or Operational skills a plus.  
• Personal Computing skills, including MS-Word, MS-Excel, MS-Powerpoint, MS-Outlook, Internet, and keyboarding.
• Ability to create, maintain, analyze and distribute reports.
• Strong rapport-building and problem resolution skills.
• Ability to work successfully in a fast-paced, deadline-oriented environment.
• Strong organization skills. The ability to work on multiple tasks simultaneously.
• Articulate written and verbal communications skills.
• The ability to present in front of diverse audiences, including internal staff, clients, and industry professionals.
• Strong focus upon Customer Service and deliverables and significant attention to detail.
• Significate attention to detail. 
• Flexibility to travel to client meetings and conferences.

 We Offer a Comprehensive Benefits Package:

• Competitive benefits include Health, Dental, Vision, Life and Disability Insurance, 401K w/employer match, and HSA/Flexible spending accounts.
• Paid time off and annual profit sharing.
• 7 Paid Holidays – Thanksgiving, Christmas Day, Christmas Eve, New Year’s Day, Memorial Day, Fourth of July, and Labor Day
• Family Friendly Events
• Wellness Programs/Gym Reimbursement
• All necessary equipment and technical support provided.

* Benefits eligibility is dependent upon FTE Status and Position

*All offers of employment are contingent upon successful completion of all post offer processing.