Description

Purpose

The Account Manager II contributes directly to the satisfaction of our clients as well as overall company operational targets by providing excellent direct support to HC3's clients. This role applies advanced product knowledge and client support experience to ensure product and service deliverables meet or exceed expectations for timeliness and quality. A successful Account Manager is highly responsive and effective at resolving client requests, making sure they feel valued and prioritized.

Responsibilities

The responsibilities for this position include the following:

• Serve as a direct point of contact for assigned clients, responding professionally, quickly, and effectively to all requests.
• Facilitate annual Executive Business Reviews (EBRs) with specific assigned clients.
• Maintain a detailed knowledge base on the products HC3 produces for clients and be able to answer any questions from the client or management.
• Manage client support tickets and update throughout the support process to ensure all support requests are well documented and completed appropriately.
• Assist in billing/reconciliation processes to ensure the Accounting team has all needed information for accurate billing.
• Manage daily job documentation to maintain awareness of client job production, assist with code setups as needed, and consult on any production issues.
• Validate/correct production and programming issues.
• Manage custom inventory, including initial vendor and inventory vetting/selection, ordering, and reordering as needed to maintain stock.

Qualifications

Competencies and Qualities

Qualified candidates must have the following competencies and qualities:

• Excellent relationship management skills, to include client relationships and relationships with other teams
• Exceptional verbal and written communication skills
• Self-starter and self-directed while able to follow company policies, processes, and procedures
• Receptive to feedback, willing to learn and embrace continuous improvement
• Able to manage multiple projects, tasks, and deadlines
• Attentive to detail
• Quality driven
• Excellent follow-up skills and initiative to ensure work is completed on time
• Resourceful and creative problem solver
• Proactive mindset
• Positive attitude

Education, Experience, and Certifications

• College degree
• At least 5 years of experience in Banking client service or Print/Mail client service

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Work Environment

In most cases, work will be performed in a climate-controlled office space. If approved for remote work, employees may work from a home office that is appropriate for focused work without distractions; all remote work must comply with the Remote and Telework Policy.

Travel

This role requires occasional travel, up to 10%. Most travel will be within driving distance and will not require overnight stays.

Physical Demand

This role will require using a computer for long periods of time while either sitting or standing.

Position Type and Expected Hours

This is a full-time position for five, eight-hour days (at least 40 hours) per week. Typical workdays begin at 8:00 AM and end at 5:00 PM local time, Monday through Friday, and include a one-hour lunch break. Work hours could extend beyond 8:00 AM to 5:00 PM on some occasions.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Activities, duties, and responsibilities may change at any time with or without notice.