JOB DESCRIPTION: Senior Account Manager PRIMARY RESPONSIBILITIES Direct deliverables on assigned client programs to ensure that they are accomplished according to deadlines, business requirements and quality standards. Integrate the contributions of multiple business units and serve as primary contact with clients for day-­‐to-­‐day delivery. Serve in a team leadership/subject matter expert function as assigned and/or leads major accounts. KEY ACCOUNTABILITIES • Interact professionally and collaboratively with Business Development, Business Analysts, Customer Support and other contributing business units during Definition, Delivery and Debrief phases • Partner with Business Analysts and complete tasks as mutually agreed to and assigned during Design and Definition phases (e.g., portions of Statements of Work, completion of contracting process) • Serve as day-­‐to-­‐day client contact and as the client’s internal liaison, advocate and program owner within MotivAction during the Delivery phase • Collaborate with Project Manager during program launch and serve as primary liaison to client during launch • Build rapport and strong relationships with client contacts • Direct integrated delivery functions and hold self and internal team members accountable so client expectations are met • Follow and facilitate MotivAction’s 5D business process • Lead internal and client meetings during Delivery phase including agendas and recaps • Set and manage quality expectations within each client program • Manage program scope as outlined in Service Agreements • Anticipate issues that may compromise project budget, schedule or quality objectives and proactively develop remedies • Identify new business opportunities in assigned accounts and work with Business Development Directors to qualify and advance them • Prepare Change Orders and strategically present Change Orders and costing for program enhancements or requests that are out of scope • Complete program invoicing in a timely and accurate manner • Update financial systems and provide budget recaps to clients and Business Development Directors • Monitor program gross profit and communicate any anticipated margin issues to Sales or Management • Monitor program success metrics based on those defined during Definition process (e.g., Satisfaction, Engagement and/or Business Impact) • Prepare, direct and participate in the Account Review process • Handle client workload in accordance with Senior Account Manager peers; fully “self-­‐managed” Additional Accountabilities • Coach and mentor colleagues on both an ad hoc and assigned basis •
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Prepare and conduct training based on specific subject matter areas as assigned Serve as Subject Matter Expert/lead as assigned (e.g., accounting/client billing practices Subject Matter Expert) Demonstrated success handling large/complex client programs, mastery of Account Management fundamentals and strategic client communication CORPORATE RESPONSIBILITIES Demonstrated buy-­‐in to MotivAction core values, mission and vision: CORE VALUES •
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Treat people like guests Set and deliver to expectations Keep it simple Be respectful Operate ethically Commit to long-­‐term profitability MISSION To achieve results through people VISION To be driven by knowledge, creativity and passion as we deliver exceptional results for our Clients QUALIFICATIONS, SKILLS, EXPERIENCE • Four-­‐year college degree or higher • Six+ years of project management and client service experience • Demonstrated leadership skills and commitment to client-­‐service • Strong organizational/time management skills and multi-­‐tasking capabilities • Ability to thrive in a self-­‐managed environment • Aptitude for detail, accuracy, problem-­‐solving and process improvement • Strong interpersonal skills, both working internally as part of a team and working with clients • Familiarity with basic accounting/math principles • Exceptional written and verbal communication skills • Microsoft Suite proficiency HOW THIS POSITION IS MEASURED • Individual performance to job description • Leadership abilities and qualities • Fiscal responsibility to company and projects • Service Excellence/internal customers • Goal attainment as set forward by manager REPORTS TO: Senior VP, Operations Updated by: ________________________________ Date:_____________________