Account Manager

SUMMARY

The primary responsibility of the Account Manager (AM) is to increase the number of Acro contract (temporary) placements and headcount at the assigned accounts by: delivering prompt, attentive and collaborative customer service; building strong, long-term relationships with customer stakeholders and managers through regular visitation, entertainment and other appropriate means; consistently staying on top of all open job requirements and the quality and quantity of Acro’s submittals against each requirement; and, working closely with Acro’s recruiting organization to provide all required information and take all required actions to assure we maximize placements at assigned accounts. AM shall take actions to ensure that Acro, as a team, exceeds customer expectations for service and number of hires. This role will focus primarily on placing professionals and, to a lesser extent, placing nonprofessionals at Acro’s accounts. As an added means to developing deeper relationships with client users of contingent workers, it will be desirable if AM is comfortable pitching Acro’s deliverables-based services and projects to clients needing such services, arranging business development meetings with Acro’s subject-matter experts. The AM will utilize his/her experience and/or knowledge in staffing areas to acquire, develop, or clarify client requirements and communicate such requirements and related clarifications and information to Acro’s recruiting teams to assure the best qualified submittals. The AM will escort candidates to and, where permitted, participate in client interviews to gain firsthand understanding of the client’s exact needs, and provide coaching and instruction to the candidates prior to and after the interview. The AM will serve as the company’s subject matter expert on assigned accounts and provide necessary guidance to both Acro’s recruiters and clients to maximize placements and their retention throughout the assignment term.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide outstanding customer service that will lead to account growth.
• Attend client meetings to gain a deeper understanding of client’s needs in order to maximize placements within the account.
• Troubleshoot customer service issues and follow up in a timely manner. Assist in resolving service issues and also assist in facilitating performance evaluations, wage increases, etc.
• Review submittals and provide guidance to practice leads on how to improve candidate alignment with customer needs. This does not necessarily mean the review will happen on the front end (pre-submittal) but will serve as a method to enhance Acro’s recruiting production at assigned accounts.
• Obtain relevant information from client to more thoroughly screen for fit via client meetings, emails and telephone calls and provide said information to the recruiting team.
• Develop a thorough understanding of client metrics and ensure Acro meets metrics in such a manner that Acro is performing in the top echelon of suppliers.
• Meet daily with the assigned Acro recruiting teams to: (1) provide client feedback regarding (a) submitted candidates, (b) changes to job descriptions of any open orders, (c) changes in the schedule of using managers, e.g., manager on vacation which may delay interview scheduling, and (d) changes to the status of any open job orders, e.g., put on hold, cancelled, etc.; (2) understand from recruiters the number and qualifications of candidates ready for submission for each job order that day and in the coming days, as well as the number of candidates being vetted in the pipeline for each job order, and, if applicable, provide feedback regarding any candidates slated for submission, particularly if AM believes such candidate should not be submitted and the rationale for such belief, and arrive at a mutually acceptable decision with recruiting practice lead to submit or not submit such candidate; and (3) if needed, brainstorm with the recruiting team to ensure all possible sources of candidates are being tapped to provide the required number of candidates in the pipeline.
• Identify additional avenues for growth at assigned Accounts (e.g., jf an Assigned Account has seven labor categories but we are only supporting two, push to get us added to the others especially if we are recognized as a top performer in the two we are supporting).
• Network with appropriate client representatives (including MSP representatives if an Assigned Account has a MSP) with goal of being referred to new clients. Particularly with Assigned Accounts that have an MSP, regular referral requests should be made to service other programs managed by said MSP.
• Prepare and present to Acro’s management the analysis of our fulfillment activity and metrics on a monthly basis and as required.
• Have a thorough understanding at all times of all open positions at the assigned accounts, the number and quality of submittals Acro has submitted for each position and the status of each submittal and position.
• Regularly submit recommendations to improve Acro’s placement rates at assigned accounts and take initiative wherever appropriate to implement such recommendations after approval.
• Build relationships with Acro’s temporary workers at assigned accounts and utilize them to meet with hiring managers/decision makers such that Acro can get “heads up” leads on upcoming temporary labor requirements as well as SOW projects.
• Assist in selling the services of other Acro divisions including outsourcing and consulting projects.
• Document all sales activities in Microsoft Dynamics and submit required reports to Acro management. Participate in the development of the annual business and goal planning process.
• Work on special projects (i.e.: job fairs, internal teams, etc.). Work closely with other departments and as a team member when required.
• Other duties as assigned.

REQUIRED QUALIFICATIONS

Education

• Bachelor’s degree.

Experience

• At least 7 years of experience in the staffing industry.
• At least 5 years in a client facing role as a recruiter, client service representative, client relationship manager or an account manager in the staffing industry.
• Experience should include selling and placing professional roles such as Engineering, Information Technology (IT), Finance and Accounting, Administrative, and Manufacturing.
• Experience selling staffing services within Government entities is desirable.
• Experience growing contractor headcount within newly acquired customers, thru active business development efforts is a must.
• Someone currently located in the state of Louisiana or planning on relocating to the state of Louisiana within the next couple of months is desirable.

Skills

• Demonstrated Proficiency in the use of Microsoft Office (including Word, Excel, PowerPoint& Outlook)
• Ability to effectively develop good relationships.
• Ability to respond effectively to employees, clients and colleagues with excellent customer service skills to produce positive outcomes.
• Excellent written and verbal communication skills.
• Ability to remain confidential in all phases of the hiring process and throughout the duration of work assignments and maintain a professional appearance and attitude.
• Ability to create reports for client review, multi-tasking and exceptional communication skills to any level of employee within the client or associate vendor network. Negotiations skills are an important aspect of this position.

PHYSICAL DEMANDS

• Frequently sits, walks, and stands.
• May be required to occasionally lift up to 50 pounds (box of copier paper).

WORK ENVIRONMENT

• Remote in the state of Louisiana.

Acro values diversity in our workforce and is an Affirmative Action & Equal Opportunity Employer. Acro is also committed to hiring veterans and offers sponsorship opportunities.