Position: Account Manager
Company: brightfin
Category: Other
Experience required: 2y
English level: upper

· Works with US CSM team who acts as the primary point of contact on most customers (over 100 / under 100 lines under management).
· Monitors and documents value achieved and works with CSM to present to a customer.
· Thrives to deliver a superb customer experience right from the start of the relationship with the hand-off from sales.
· Works closely with CSM and advises of challenges and opportunities related to the customer.
· Supports CSM with needed documentation so that CSM can successfully facilitate customer meetings.
· Provides regular updates to the CSM including all activities taking place across the various services that are provided as part of the partnership.
· Ensures the support team is following rules of engagement as documented during implementation and updated throughout the partnership (Service Desk, Procurement).
· Handles customer and vendor escalations and engages CSM and Customer Success management as required. Also, identifies potential challenges early and involves key resources to resolve.
· Responsible for owning customer portfolio and delivering contracted services, including maintenance of any internal processes and documentation requirements.
· Captures system gaps and documents / communicates needed enhancements to CSM.
· Supports the creation of slideware for State Review meetings and works closely with CSM in preparing customer presentations including value statements.
· Tracks down missing invoices, supports resetting / establishing of carrier portal credentials, monitors open tickets and follows up where needed.
· Serves as back up for US CSM.

Key Skills/Attributes:

· Experienced and able to communicate effectively with customers contacts about the operational aspects of the partnership.
· Highly motivated, goal-driven, outgoing, inquisitive, and customer-centric.
· Exceptionally well organized / detail-oriented with outstanding oral and written skills.
· Experience in tracking operational activities, customer data, and customer status.
· Ability to multi-task across a high number of accounts at any given time.
· High level of accountability for own actions with the drive to learn from mistakes.
· Collaborative and inventive team player who challenges the status quo.
· High school diploma or equivalent required.
· Good computer skills and typing ability (MS Office Suite).
· Interest in technology industry- cell-phones, tablets, and computers.