Service Account Manager - CS

Hyosung - North America; Charlotte (NC); On-site; USD 70,000 - 100,000; Full time

Job summary

A leading company in the financial services sector is seeking a Service Account Manager to manage customer relationships and ensure compliance with service level agreements. This role requires strong communication and analytical skills, along with a Bachelor's degree and experience in account management. The successful candidate will play a key role in maintaining customer satisfaction and handling escalations effectively.

Qualifications

• Experience in Account Management required.
• Prior ATM or Financial Services experience preferred.
• Ability to navigate various database applications.

Responsibilities

• Manage relationships with assigned customers and VARs.
• Ensure customer satisfaction related to SLAs.
• Coordinate mitigation and resolution efforts for customer issues.

Skills

Communication

Analytical mindset

Problem-solving

Interpersonal skills

Education

Bachelor's degree or equivalent experience

Tools

MS Office

Job description

Join to apply for the Service Account Manager - CS role at Hyosung - North America

The Service Account Manager is responsible for managing relationships with assigned NHA Customer(s) and/or VAR(s) (Value Added Resellers). The role involves handling escalations to prevent further escalation to NHA Executive Management. The manager ensures the organization meets or exceeds customer expectations related to contractual SLAs (Service Level Agreements) daily. Additionally, the role includes developing and maintaining end-to-end processes to ensure high-quality customer deliverables from Pre-Sales to Billing, reviewing reports for negative trends, and coordinating mitigation and resolution efforts.

Essential Functions

• Maintain and foster positive relationships with assigned customers
• Meet with customers to discuss service delivery performance and provide reports as required
• Keep customers informed of issues affecting SLAs
• Update NHA Service organization on customer concerns to prevent escalations and maintain satisfaction
• Perform other duties as assigned by management

Education and Experience

• Bachelor's degree or equivalent experience
• Experience in Account Management required
• Prior ATM or Financial Services experience preferred
• Strong communication skills (verbal and written)
• Analytical mindset with problem-solving skills
• Proficiency with MS Office applications preferred
• Ability to navigate various database applications
• Attention to detail and excellent interpersonal skills
• Ability to create and maintain positive relationships internally and externally

Physical Demands

• Talking and hearing are required
• Frequent sitting, using hands and fingers
• Standing, walking, reaching, climbing, balancing, stooping, kneeling, crouching, crawling
• Ability to lift up to 50 lbs without assistance, up to 80 lbs with machinery or helper
• Close vision required

Work Environment

• Occasional exposure to moving mechanical parts and vehicles
• Noise level usually quiet to moderate
• Normal passage of employees in work area
• High-security environment requiring proper security training

We value diversity and are an Equal Opportunity Employer — Minorities/Females/Disabled/Veterans.