Service Account Manager - CS

Hyosung America, Inc; Dayton (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

Hyosung America, Inc. seeks a Service Account Manager to steward relationships with assigned NHA customers and VARs, ensuring SLA delivery and prompt handling of escalations.

You will develop and maintain end-to-end processes from Pre-Sales to Billing, reviewing daily/weekly/monthly reports and driving mitigation plans as needed. The role emphasizes maintaining high customer satisfaction, addressing concerns promptly, and collaborating with internal teams to resolve issues impacting service

Qualifications

• Bachelor's degree or equivalent years of experience.
• Experience in Account Management required.
• Prior ATM or Financial Services experience preferred.
• Strong verbal and written communication skills.
• An analytical mind and problem-solving ability.

Responsibilities

• Maintain positive relationship with assigned customer(s).
• Meet with and discuss service delivery performance; provide reports.
• Inform customer of issues affecting SLAs.
• Keep service organization updated on customer concerns to prevent escalations.
• Handle additional tasks as assigned by management.

Skills

Account Management

Customer Relationship

Communication

Problem Solving

MS Office

Education

Bachelor's degree

Job description

Hyosung America, Inc

Job Type: Full Time

Location: US

JOB SUMMARY

The Service Account Manager is responsible for the overall relationship with 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 Service Account Manager 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.

ESSENTIAL FUNCTIONS

• Responsible to maintain and foster a positive relationship with assigned customer(s)
• 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
• Any other tasks and or duties assigned by management

EDUCATION AND EXPERIENCE

• Bachelor's degree or equivalent years of experience
• Experience in Account Management required.
• 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 50lbs without assistance. May be asked to lift up to 80lbs 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

PI286576421