ACCOUNT MANAGER

JOB DESCRIPTION

POSITION:                 Account Manager (Full Time)

DESCRIPTION:       Responsible for the management and customer satisfaction of assigned accounts.  Establish and maintain a close relationship with criminal justice agency customers to ensure a high level of product/program satisfaction and work actively with the Team Lead, Manager of Customer Support Operations, and Director of Customer Service to identify customer needs and deliver appropriate services.  Provide training, customer service, and troubleshooting to assigned customers. 

Individual will work under the Director of Customer Support and report to their assigned Team Lead.

REQUIREMENTS:            

·         Strong verbal and written communication skills

·         Excellent interpersonal and customer service skills

·         Experience in project management and account management

·         Experience making presentations, conducting training and managing accounts

·         Knowledge of Power Point, Excel, Word.

KEY RESPONSIBILITIES:

·         Develop and deliver presentations and trainings on electronic monitoring products. 

·         Identify and evaluate ongoing customer training needs and conduct follow-up training.

·         Assist in the implementation and start-up of new monitoring programs.

·         Provide on-going program assistance to users to ensure long-term use and satisfaction with the system. 

·         Keep abreast of incidents that require follow-up to ensure timely completion to the customer’s satisfaction.

·         Provide new sales and growth opportunity (when they arise) to Team Lead.

·         Assist with billing related issues.

·         Provide product performance feedback to Team Lead and appropriate “Department Liaison”.  This includes but is not limited to, Marketing, Engineering, Software and Hardware Designs, and Monitoring Center.

·         Assist in sending out Customer Satisfaction Surveys.  Ensure follow through and action plan for improvement to any and all problem areas.

·         Establish top executive relationship in all accounts.  Establish and maintain effective relationships at departmental and project levels.

·         Ensure that existing and new accounts achieve superior customer service.

·         Track your existing account contract termination/renewal dates, which is maintained by your Team, and notify your Team Lead in advance of any expiration dates.

·         Working knowledge of customer equipment replacement costs, daily rates, insurance, etc.

·         Develop equipment troubleshooting skills for determination of offender vs. equipment issues.

·         Develop court related skills such as supplying testimony and fulfilling subpoena request for information.

DAILY

·         Ensure on-line calendar and Team Lead are kept up-to-date of all appointments including vacation and sick time.

·         Ensure that all travel policies are adhered to.  Pro Tech Monitoring Travel Policies can be found in the Employee Handbook.  Ensure that full potential is made of every trip.  Practice cost reduction strategies whenever possible.  Forward detailed cost information regarding trip to Team Lead to begin approval process prior to trip.

·         Responsible to ensure that customer spare inventory levels are adequately maintained.

·         Respond to all customer phone calls and emails within a timely manner.

·         Continually maintain all software skills.  This includes but is not limited to newly released features and options to both programs and equipment.

·         Develop action plan to introduce, familiarize and train your customers on all newly introduced PCE and Web Report features and enhancements when they are released.

REPORTING

·         Maintain Call Log of all customer interactions.  Call Logs will be emailed to your Team Lead, Manager of Customer Support, and Director of Customer Service on a monthly basis.

·         Ensure that communication is established with every customer at least one time per month. 

·         Responsible for ensuring that all Monthly Reports, required by your specific customers, are correctly compiled and submitted on time.   This will include but is not limited to:  Missing/Lost Equipment Reports and Damaged Equipment Reports.

·         Responsible for ensuring that all Internal Monthly reports are correctly compiled and submitted on time.  This will include but is not limited to:  Call Logs, Projections, and Monthly Inventory Utilization Report.

·         Ensure up to date records are kept on all customer trainings and office visits.

·         Ensure Customer Trip Reports are composed and forwarded to appropriate personnel.

·         Ensure up to date records are kept on all court related issues.

·         Ensure up to date records are kept on special project, programming, reporting, or feature enhancements we provide at the request of a customer.