Account Manager (CSR II)

Onsite | Graveyard | Cebu Qualifications: College graduate of any 4 yr./ 5yr. course Two (2) years of operational and client relations experience is preferred. Clinical experience in the medical field as a clinician is preferable as well to be able to discuss clinical issues with clients when necessary. Strong account management/client relations experience is required. Excellent English communication and interpersonal skills; ability to communicate effectively, both orally and in writing Ability to work independently and as part of a team and take on new tasks with a high level of difficulty. Can interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Self-motivator with leadership qualities. Proficiency with e-mail, Microsoft Word, Outlook, PowerPoint. Excellent client management/client relations skills Flexible to work in a graveyard schedule and onsite in Cebu Business Park, Cebu, Philippines Essential Duties and Responsibilities: The Account Manager (AM) shall serve as the primary business contact for the client and is responsible for client satisfaction. The AM will maintain a professional working relationship with assigned key client contacts in order to ensure appropriate delivery of service and attainment of objectives. In addition, the must build relationships with clients to encourage retention/ addition of business opportunities. Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue. Reviews all major deliverables with clients (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met. Oversees New Client Start Up Operations. Ensures that client issues are dealt with in an efficient manner, informing the Director of Client Services any problems that may arise. Oversees administration of each client contract according to the contract terms Approves Change Orders and invoices, and is responsible for periodic payment collections. Works closely with the project team to regularly update pertinent client data and maintain a continuous knowledge of set up and updates status in order to identify potential issues and/or opportunities within or related to any start up or database updated project. Ensures that all company Triage processes and procedures are followed and quality standards are met. Pursues opportunities for account growth and new business, involving the DCR and VP of Sales as needed. Communicates the client's goals and represent the client's interests to the team. Provides regular communication that meets or exceeds client expectations. Providers clients with an effective understanding of company capabilities and service, and communicates all triage offerings to the clients as appropriate. Responsible for regular input in CRM on all account activity, including status and call reports on a weekly basis. Oversee data warehouse training for key account contacts. Oversee annual client retraining when appropriate. Assist sales personnel with running reports using the data warehouse portal. Present via conference call or in person annual performance results and outcomes in accordance with client tier level benefits and the triage client review process. Prepare all necessary stewardship documents for service review to included performance and ROI. Review all other essential account informational items (i.e. system profile review) for accuracy. Ensure renewal terms for each account are properly processed and entered into the triage billing application. Re-supply clients with training and marketing materials and custom forms as needed. Charge back the costs of those forms to clients as appropriate.