Job Description

The Account Manager/Team Lead reports directly to the Director of Operations. As the Team Lead you are responsible for the complete "customer experience." This person will establish and maintain a positive relationship with the client through open communication, schedule frequent meetings, and demonstrate a high sense of urgency with respect to their needs.

Qualifications:

• Bachelors Degree required
• PMP preferred
• Extremely organized
• Go-getter and can-do attitude
• Customer-centric
• Clear, concise and open communicator

Duties:

• Review assigned service orders for accuracy and completeness.
• Develop high level execution strategy (priority, coordination, communication)
• Assign awards to applicable staff for execution.
• Coordinate services for assigned accounts
• Organize, train and develop scheduling staff to achieve a high degree of service delivery performance
• Ensure prompt and proactive communications with customer instilling a sense of urgency.
• Schedule and provide oversight of day-to-day service activities, problems and concerns.
• Manage escalations and assign priority to systems in alarm or off-line status
• Lead customer meetings, develop and deliver required scheduling reports and completion status as well as status of requests for quotes, proposals and orders received and any addition, deletions to the installation base.
• Ensures team maintains the system accurate with complete detailed information.
• Advise service sales team in development of sales quotations including time estimates and logistic and access considerations when warranted.
• Advise Director of Operations with regard to staffing and other needs to best support customer base.
• Keep Director apprised of customer systems that are off-line or otherwise compromised and repair status on a daily basis
• Monitor, measure and report service activity levels of performance
• Report service metrics and key business indicators to service leadership on a weekly basis
• Evaluate and report subordinate skills and professional performance. Make recommendations for employee career growth, training and development.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.