Service Management Account Lead

3 weeks ago

Detroit, Michigan, United States VDart Inc Full time
Job Description

Position: Service Management Account Lead with Telecom Experience

Location: Detroit, MI / Jacksonville, FL - Onsite

Mode of Hire: Fulltime

Role, Purpose, and Scope

As a key member of our team, the Service Management Account Lead will oversee large-scale operations to ensure the smooth running of our business. This role involves analyzing business performance, managing budgets, and ensuring staff performance aligns with company goals. The successful candidate will provide high-level support to the Delivery VP in implementing business objectives and initiatives, while undertaking a wide range of business administration coordination activities.

Major Responsibilities

Business Management

  • Develop and implement clear, consistent direction on business and functional strategies and objectives.
  • Manage effective cross-organization communications (written and verbal).
  • Analyze workflow to ensure efficient operations and develop process improvements.
  • Meet all monthly reporting requirements and manage internal control processes.
  • Workforce planning - analyze workforce utilization and productivity, and determine steps needed to prepare for future staffing needs, while focusing on customer requirements and organizational objectives.
  • Translate corporate goals into functional and individual goals.
  • Track and report scorecard results to senior management.
  • Plan and set goals for future periods.
  • Design and implement business plans and strategies to promote goal attainment.
  • Ensure the company has adequate and suitable resources to complete its activities.
  • Develop business management goals and objectives that promote growth and prosperity.
  • Act as a liaison between the organization and employees.
  • Collaborate with other divisions and departments to carry out organizational goals and objectives.
  • Work with senior management and peers for strategy development and execution planning.
  • Identify, recommend, and implement new processes, technologies, and systems to improve and streamline organizational processes and resource utilization.

Finance

  • Deliver operational excellence by assessing business processes, driving efficiencies, and demonstrating continuous improvement of productivity and cost-effectiveness.
  • Accountable for achieving financial cost plans; identify opportunities to improve gross profit through cost management initiatives.
  • Analyze workflow to ensure efficient and cost-effective operations, and develop process improvements.
  • Assist employees with P&L management, including P&L review, analysis, and action planning, financial outlook, supply management, etc.
  • Manage financial performance for their P&L.

Coaching and Development

  • Employee Engagement activities - complete/lead all HR activities for teams, including hiring, retention, succession planning, training/development (PDP), performance management (PIP), coaching/counseling, team building, and reward/recognition practices.
  • Manage effective communications (1:1s, relationship building).
  • Provide innovative ideas to help employees achieve business goals.
  • Lead and develop employees in their career paths.
  • Deal with performance problems and terminations.
  • Conduct timely performance evaluations.
  • Understand client and company policies, processes, and procedures.
  • Participate in the recruitment, selection, and appointment of office staff.
  • Hold weekly communication/team meetings with team members to cascade company information and solicit views/opinions.
  • Hold monthly 1:1 meetings with each team member to discuss progress and ensure two-way communication.
  • Identify training needs and ensure proper training is developed and provided.

Customer Relations

  • Effective, efficient resolution of customer (internal) problems/issues, leveraging resources.
  • Assist with challenging client requests or issue escalations as needed.
  • Account management responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders.
  • Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.
  • Collaborate with sales teams to identify and grow opportunities within territory.
  • Work with sales and other internal teams to develop strategic marketing plans and ensure KPIs are being met.
  • Provide expert problem management support to difficult, high-profile customer issues and ensure root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
  • Cooperate on building account plans and service strategies with customers.
  • Achieve productivity improvements (KPI: Value for customer, enhanced margin, and P&L performance).

ADHOC

  • Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
  • Provide best effort and cooperative spirit on special projects outside regular account responsibilities when requested.
  • Participate in business meetings and general inputs in day-to-day improvements.

Education

  • Bachelor's/Master's or equivalent degree.

Certification

  • Lean Six Sigma Yellow Belt Certification, Qwik solver, or equivalent education.
  • Project Management-related certifications.
  • LSS Green Belt Certification.
  • ITIL Foundation Certification.

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