Senior Director - Service Account Management in Dayton, Ohio at Hyosung America, Inc

Hyosung America, Inc

Job Type: Full Time
Location: US

JOB SUMMARY:

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.

ESSENTIAL FUNCTIONS:

• 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

EDUCATION AND EXPERIENCE:

• Bachelor's degree in Business, Accounting or similar position.
• Ten (10) years of experience in Account Management within a similar size organization.
• Prior ATM or Financial Services experience preferred
• Strong verbal and written communication skills
• An analytical mind and inclination for problem-solving
• Proficiency with MS Office applications preferred
• 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.

PHYSICAL DEMANDS:

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.

• While performing the responsibilities of the job, the employee is required to talk and hear.
• The employee is often required to sit and use their hands and fingers, to handle or feel.
• The employee is frequently required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
• Employee must be able to lift 50 lbs. without assistance. May be asked to lift up to 80 lbs with assistance of machinery or helper.
• Vision abilities required to perform this job include close vision.

WORK ENVIRONMENT:

While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

• The employee may be occasionally exposed to moving mechanical parts and vehicles.
• The noise level in the work environment is usually quiet to moderate.
• The passage of employees through the work area is average and normal.
• This position is a high-security position, and may pose a risk of exposure to criminal elements. Proper security training and awareness is required.

Nautilus Hyosung America, Inc. recognizes and values the diversity of its employees, customers and business partners.
Equal Opportunity Employer ~ Minorities/Females/Disabled/Veteran