Account Manager/Electronic Monitoring

Allied Universal Electronic Monitoring•Albany, NY

4d•Remote

About The Position

For over two decades, Allied Universal Electronic Monitoring has been committed to keeping our clients, partners and the people who trust in them on safe ground. Our innovative monitoring solutions make a tangible difference to people’s lives to law enforcement officers out in the field to communities tasked with reintegrating participants back into civilian life to public authorities entrusted with making efficient use of taxpayer money. Wherever we operate, our extensive knowledge, veteran team of experts, and innovative electronic monitoring systems are trusted the world over to make society safer, more secure and advanced for everyone. Allied offers Medical, Dental, Vision, STD/LTD, Life Insurance, and 401k benefits. Also provides PTO, sick, and vacation hours annually; wellness program; 11 paid holidays; and, maternity/paternity leave Candidates must be able to pass a drug and background screen. Summary: The Account Manager is responsible for managing customer satisfaction of assigned accounts in regional territory. The Account Manager will develop and maintain relationships with new and existing client base while developing new business opportunities.

Requirements

Detail orientated
Proven presentation and facilitation skills.
Team Leadership skills
Project management skills
Relationship building and management skills
Ability to travel
Critical thinking and technical skills.
Self-management ability.
Ability to conduct presentations for long periods of time, up to eight hours.
Capability to carry large boxes of equipment or training material up to 50 pounds.
High school diploma or equivalent
Minimum of 2 years of Customer support experience in the electronic monitoring field preferred

Nice To Haves

Bachelor’s degree or higher in Business or related field of study
Prior work experience in electronic monitoring
Project management experience, preferably in the protective service industry
Client Relations Management (CRM) experience

Responsibilities

Develop and deliver presentations and trainings on electronic monitoring products
Identify and evaluate ongoing customer training needs and conduct follow-up training
Assist in the implementation and start-up of new monitoring programs
Provide on-going program assistance to users to ensure long-term use and satisfaction with the system
Assist with billing related issues; assist Finance team with resolving accounts receivable queries
Provide product performance feedback to appropriate personnel; this includes but is not limited to Marketing, Engineering, Software and Hardware Designs, and Monitoring Center
Establish and maintain effective relationships at departmental and project levels
Ensure that existing and new accounts receive superior customer service
Track existing account contract termination dates and work with Sales Manager to renew current contracts
Maintain expert knowledge of all products and services offered by AUEM
Supply testimony and fulfill subpoena request for court cases, as needed
Manage customer orders, shipping dates and ensure customer spare levels meet the contractual agreement
Respond to all phone calls within the same business day and all emails within 24 hours
Communicate and train customers on all newly introduced software and report features and enhancements when they are released
Log all customer communication and records are kept in the CRM system
Ensure communication with every customer at least once per month
Responsible for all Monthly Reports required by specific customers are correctly compiled and submitted on time by the team. This includes but is not limited to: Missing/Lost Equipment Reports and Damaged Equipment Reports, Call Logs, Projections, Monthly Inventory Utilization Report
Ensure records are updated accordingly for each special project, programming, reporting, or feature enhancements requested by customer
Ability to strategically plan and execute on sales and growth opportunities
Achieve individual and customer service goals