Account Manager II - Doc Services

Covius

11d

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. The Account Manager II is responsible for managing client relationships and accounts in the Document Services division of Covius and serves as the primary communication liaison between the organization and their assigned portfolio of clients. Essential Functions Serves as the primary contact for any and all matters specific to the assigned portfolio of clients. Coordinates daily services and activities to meet and exceed client expectations. Develops and maintains meaningful relationships at multiple levels within assigned accounts by assessing needs, delivering solutions and maintaining a keen understanding of the clients business and service requirements. Works closely with the implementation and production teams to keep them apprised of upcoming needs and to ensure that our solutions and services continually meet the needs of our clients. Participates in onsite and virtual client audits as necessary. Drives client satisfaction by proactively managing accounts over the phone and occasionally in person, securing successful client retention and growth as well as maintaining client satisfaction to ensure satisfactory scorecards. Supports client contract negotiations and renewals. Uses CRM for tracking processes, gathering information, troubleshooting as well as reporting of all sales and service activities. Assists in developing presentations to demonstrate and reinforce the company’s value proposition. Identifies and creates opportunities for additional growth of the account by leveraging the company’s products and services. Supports the billing team through timely invoicing and related approvals and the marketing team by working with the clients on references and testimonials as appropriate. Customarily and regularly exercises the use of independent discretion and judgment regarding matters of significance. Evaluates and compares possible courses of action and makes recommendations based on various possibilities. Advises management as applicable on matters related to account management and client services. Regular and predictable attendance is required. Perform other duties as assigned.

Requirements

Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Advanced knowledge of Microsoft Office Suite, including Word, Excel, and PowerPoint.
Ability to prioritize multiple objectives to meet client deadlines and department goals.
Ability to work in a fast-paced, metrics driven environment.
Strong analytical and problem-solving skills.
Strong project management skills.
Commitment and ability to cultivate a diverse and inclusive work environment.
High School Diploma or equivalent.
3+ years of experience in a client services/client facing role.

Nice To Haves

Bachelor’s Degree preferred.
Prior experience in financial services, foreclosure/trustee, mortgage and/or vehicle finance preferred.

Responsibilities

Serves as the primary contact for any and all matters specific to the assigned portfolio of clients.
Coordinates daily services and activities to meet and exceed client expectations.
Develops and maintains meaningful relationships at multiple levels within assigned accounts by assessing needs, delivering solutions and maintaining a keen understanding of the clients business and service requirements.
Works closely with the implementation and production teams to keep them apprised of upcoming needs and to ensure that our solutions and services continually meet the needs of our clients.
Participates in onsite and virtual client audits as necessary.
Drives client satisfaction by proactively managing accounts over the phone and occasionally in person, securing successful client retention and growth as well as maintaining client satisfaction to ensure satisfactory scorecards.
Supports client contract negotiations and renewals.
Uses CRM for tracking processes, gathering information, troubleshooting as well as reporting of all sales and service activities.
Assists in developing presentations to demonstrate and reinforce the company’s value proposition.
Identifies and creates opportunities for additional growth of the account by leveraging the company’s products and services.
Supports the billing team through timely invoicing and related approvals and the marketing team by working with the clients on references and testimonials as appropriate.
Customarily and regularly exercises the use of independent discretion and judgment regarding matters of significance.
Evaluates and compares possible courses of action and makes recommendations based on various possibilities.
Advises management as applicable on matters related to account management and client services.
Regular and predictable attendance is required.
Perform other duties as assigned.