Senior Director - Service Account Management

Nautilus Hyosung America Inc • US,

17h

About The Position

The Senior Director of Service Account Management is responsible for managing the overall relationship with their assigned NHA Customer(s) and/or VAR(s) (Value Added Resellers). The position is responsible for handling escalations to minimize further escalations to NHA Executive Management. The Senior Director of Service Account Management will ensure the organization is meeting/exceeding customer expectations related to contractual SLAs (Service level Agreements) on a daily basis. Additionally, the position develops and maintains end to end processes to ensure consistent high quality of customer deliverables from Pre-Sales to Billing; reviews daily/weekly/monthly reports and any negative trends identified are assigned to the responsible team for mitigation plans and resolution. This role also assists the VP of Account Management with special projects and with providing support to the teams and our customers.

Requirements

• Bachelor's degree in Business, Accounting or similar position.
• Ten (10) years of experience in Account Management within a similar size organization.
• Strong verbal and written communication skills
• An analytical mind and inclination for problem-solving
• Ability to navigate various data base applications
• Attention to detail
• Excellent interpersonal skills
• Possess excellent written and verbal communication skills
• Create and maintain a positive working environment and relationship with both internal and external customers.

Nice To Haves

• Prior ATM or Financial Services experience preferred
• Proficiency with MS Office applications preferred

Responsibilities

• Responsible to maintain and foster a positive relationship with assigned customer(s).
• Manage the client relationship by providing expert guidance and support where needed.
• Accountable to meet with and discuss NHA service delivery performance and provide reports to customer as required.
• Responsible to keep customer advised of any issues affecting the contractual SLAs.
• Ensures that NHA Service organization is kept current with customer concerns or issues to head off any upper management escalations in an effort to maintain the highest level of customer satisfaction
• Works directly with the VP of Account Management to address any customer feedback or needs.
• Works with other departments including shipping, deployment, repair center and service to ensure all customer needs are met and that contractual obligations are fulfilled.
• Any other tasks and or duties assigned by management

What This Job Offers

• Job Type: Full-time
• Career Level: Senior