ACCOUNT MANAGER

The GEO Group Australia Pty Ltd.; Aurora, Northern (IL, KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off

Paid Holidays

401(k) Matching

Health Insurance

Vision Insurance

Life Insurance

Health Savings Account

Tuition Reimbursement

Employee Discount

Reduced Tuition Rates

Disability Insurance

Employee Assistance Program

Pet Insurance

Dental Insurance

Paid Training

Flexible Spending Account

Job summary

BI Incorporated is seeking an Account Manager to coordinate new account setup, maintenance, and ongoing customer relations. The role involves working with Sales to meet contract requirements and traveling to client sites for service delivery.

Responsibilities include handling inquiries, resolving issues, providing system training, and supporting billing and documentation with IT and Operations teams. Strong communication and confidentiality are essential.

Qualifications

• High School Diploma or GED is required.
• Bachelor’s Degree in Business Administration, Criminal Justice or related field preferred.
• At least three years of experience in customer support or training.
• Experience managing a large customer base.
• Valid state driver’s license for travel.
• Ability to receive client approval to work on contract.
• Strong interpersonal, written, and oral communication skills.
• Confidentiality and discretion in handling information.
• Proficient with MS Office software.

Responsibilities

• Coordinate and implement new account setup and maintenance for customers.
• Collaborate with Sales to ensure contract requirements and customer expectations are met.
• Request customer information to build procedures and documentation.
• Address customer requests for changes in procedures, reports or system access.
• Act as focal point for customer complaints and escalate when needed.
• Provide second-tier support to operations staff for system questions.
• Travel to customer sites to discuss issues and promote products and services.
• Submit program change requests and test changes with IT.
• Assist with billing and recertify customer caseload for correct counts.

Education

High School Diploma or GED

Bachelor’s Degree in Business Administration

Bachelor’s Degree in Criminal Justice

Strong interpersonal skills

Written and oral communication

Confidentiality

MS Office proficiency

Self-motivated and independent

Tools

MS Office

Job description

Benefits Information

• 15 days Paid Time Off
• 15 Paid Holidays
• 401(k) Matching
• Health Insurance
• Vision Insurance
• Life Insurance
• Health Savings Account
• Tuition Reimbursement
• Employee Discount
• Reduced Tuition Rates
• Disability Insurance
• Employee Assistance Program
• 401(k)
• Pet Insurance
• Dental Insurance
• Paid Training
• Flexible Spending Account

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Equal Opportunity Employer

Minimum Requirements

• High School Diploma or General Education Development (GED) certificate required.
• Bachelor’s Degree in Business Administration, Criminal Justice or related field preferred.
• At least three (3) years of experience in customer support or training position.
• Previous experience managing large customer base.
• Valid state driver’s license and the ability to safely operate a motor vehicle required for customer and business travel.
• Ability to receive client’s approval to work on contract required.
• Strong interpersonal, written, and oral communication skills.
• Ability to maintain the highest level of confidentiality.
• Proficient computer skills, using MS Office software.
• Must be self- motivated with the ability to work independently.
• Ability to work in a multi-tasked environment.
• Ability to meet contractual deadlines and prioritize tasks.
• Ability to work with computers and the necessary software typically used by the department.

BI Incorporated

Responsibilities

Summary

The Account Manager coordinates and implements new account set-up and maintenance for new and existing customers.

Primary Duties and Responsibilities

• The Account Manager implements new customer set up. Works closely with the Sales Department to ensure that contract requirements and customer expectations are met. Contacts customers to obtain account information needed to build procedures and create necessary documentation. May negotiate procedures with customers, either directly or through Sales Department, to ensure operational efficiency and customer satisfaction.
• Responds to existing customer requests for changes in procedures, notifications, reports or system access.
• The Account Manager serves as focal point for customer complaints. Researches and resolves issues, or escalates to upper management if necessary. Provides feedback to the Operational and Training Managers to ensure corrective action when necessary.
• Serves as second-tier support to operational staff for assistance with system questions, equipment troubleshooting and system anomalies. Communicates system issues to IT for correction; escalates system issues to upper management as necessary.
• The Account Manager is responsible for general account management of customer accounts including regular travel to customer sites to discuss issues, provide solutions and promote Company products and services to enhance customer satisfaction.
• Provides information required for RFP’s to Partnership Development and Proposal Departments.
• Obtains authorization in writing from customer for system changes/reports and maintains records of the same.
• Submits program change requests to IT department and for testing new program changes prior to rollout to operational staffs and customers.
• Recertifies customer case load to ensure proper population counts for billing.
• Ensures daily and monthly billing to include generating customer invoices.
• Works closely with Training and Operations Departments to ensure staff receive appropriate training on established procedures and procedural changes.
• Partners with Training Department to provide system training to new and existing customers.
• Available for on call rotation for operational issues.
• Performs other duties as assigned.