Account Manager

Job Title: Account Manager

Department: Sales

Reports To: Vice President, Account Management

Employment Type: Full-Time, Salary Exempt, Remote

Compensation: OTE $72k-$108k

About AccuSourceHR: AccuSourceHR workforce solutions is a full-service employment screening organization with headquarters in Phoenix, Arizona. Since its inception in 1999, AccuSourceHR has been committed to continuously promoting a balance between affording innovative technology resources and providing high-quality, consistent, US-based client care. This objective is reinforced with the belief every client is unique and deserves a customized program of quality background and drug screening solutions to meet their specific organizational goals. As a PBSA-accredited provider, AccuSourceHR strives to ensure every client is confident in their program and views our team as an extension of their organization's human resources, security, and risk mitigation teams. AccuSourceHR is equally dedicated to fostering a positive employee experience ensuring our team members feel valued, supported, and empowered in their roles. Our company culture is built on collaboration, continuous learning, and commitment to excellence, which we believe directly enhances the quality of service we provide to our clients.

Core Value Summary: As an AccuSourceHR staff member it is important that you embrace our company core values.

• Customer Obsessed: We believe that if we provide a great product and create a great customer experience at a fair price, that every customer can be a customer for life. A core part of our DNA is to be obsessed with providing an outstanding customer experience every day.
• Collaboration: We openly share ideas, skills, and experiences to solve problems, improve performance, and help team members. AccuSourceHR staff works together to make our business great; We create amazing customer experiences every time.
• Innovation: We successfully implement new ideas that create value for our customers and stakeholders. Innovation starts with a new idea. It could be a plan for an improved product or service; It could be an updated method for streamlining our operations.
• Passionate: We have intense enthusiasm and excitement for what we do for our customers, partners, and team members. Our passion for our work is often the difference between doing the work and doing the work exceptionally well.
• Transparency: We share thoughts and opinions honestly and respectfully. Transparency promotes open communication and leads to forming healthy relationships by emphasizing being direct with people in our workplace.
• Accountability: We show up and set out to accomplish the things we said we would do. We take personal responsibility for our work. We have trust in our teammates and know we can count on each other to get things done. Team members take responsibility for both their performance and business outcomes.

Job Summary: The Account Manager is responsible for managing and growing assigned client accounts within AccuSourceHR's mid-market space. This role requires a proactive approach to client retention, problem solving, and the ability to identify and create solution-based strategies to grow assigned portfolio accounts, creating predictable annual recurring revenue.

Requirements:

Key Responsibilities include but are not limited to:

Client Account Management

• Retention:
• Serves as primary managerial contact and provides general management of all assigned portfolio accounts.
• Primarily responsible for the health and satisfaction of assigned customers. Owns identifying and creating risk mitigating strategies to reduce churn risk in conjunction with department leaders across all assigned portfolio accounts.
• Works with a sense of urgency to respond to customer needs, concerns and escalations.
• Partners with leadership and internal partners to achieve resolution across all client projects / strategic initiatives.
• Develops partnerships with customers to align their needs with our abilities and strives to support their critical business initiatives.
• Identifies the client landscape by developing multi-level relationships and meeting with key decision makers regularly to ensure we are satisfactorily meeting their unique needs
• Oversees and executes quarterly and annual account business reviews for each assigned portfolio client (as defined in individual client SLA) targeted at understanding the client's critical business initiatives and clearly offers solutions to complex business challenges.
• Partners with customer service, identifies, and follows up on all managed account customer complaints, concerns or issues through to successful resolution. Reduces outreach to customer service through data analysis, client training, and offering solutions where available.
• Ensures smooth, seamless on boarding of new customers or customer processes. Closely monitors order volume and cadence and proactively engages if volume is not consistent with forecasted volume / spend.
• Expert knowledge of the SourceDirect proprietary system, including but not limited to, demonstration capabilities (end-users and candidates), understanding of workflows, system configuration / setup options; all aimed at providing best-in-class
• Exemplary knowledge of internal metrics/dashboards, including intimate knowledge of performance drivers, how to improve KPI's and the impact on the customer, how to deliver a clear, concise consultative overview of the data
• Partnering closely, on a cadence needed to fully support customers, with Client Advocates to triage escalations, reduce risk, sustain high levels of customer satisfaction, using data to drive and demonstrate improvement for client concerns / escalations.

Growth

• Knowledgeable in all aspects of AccuSourceHR's product offerings and able to upsell and cross-sell into assigned accounts. Continuously evaluates assigned accounts for additional sales, expansion, and referral opportunities.
• Identifying opportunities to add additional services to further enhance customers scope, spend and overall risk.
• Aligns industry-specific solutions to grow the business and ensure all aspects of the program are managed under AccuSourceHR.
• Offering new products and services as they become available, striving to meet and exceed annual growth quotas.

General

• Ability to upsell and cross-sell back into existing managed client base through benchmarking data and creating proposals / offerings that address client pain points.
• Completes assigned sales reports and account management reports and related tasks in an accurate and timely manner.
• Partners with sales team as needed in prospect demonstrations a trade show events.
• Strong critical thinking skills and ability to problem-solve client request and needs.
• Excellent follow up skills and communication management.
• Assists with billing and collection efforts on managed accounts as needed.
• Sets high expectations for goals and performance measures for meeting/exceeding individual assigned goals.
• Maintains accurate records of all sales and prospecting activities including sales calls, presentations, closed sales, and follow-up activities in CRM (Salesforce).
• Demonstrates technical selling skills and product knowledge in all areas that allows effective web-based presentation of our online system.
• Complete understanding of pricing and proposal models.
• Adheres to all company policies, procedures and business ethics codes and ensures they are communicated and implemented within the team.
• Maintains professional internal and external relationships that meet company core values.
• Protects Company proprietary and confidential information in accordance with Company confidentiality policy and corporate information security policies and procedures.
• Other duties as assigned.

Education/Experience:

• Bachelor's degree or equivalent experience
• Minimum of 1 year account management or other related sales experience
• Background and drug screening experience
• Track record of selling back into book of business

Qualifications/Skills: The requirements listed below are representative of the knowledge, skills and/or abilities for this position.

• Occasional travel to onsite client meetings and departmental functions
• Proficient in MS Office Suite Software (Microsoft Word, Excel, Outlook, PowerPoint & SharePoint)
• Excellent verbal and written communications
• Analytical thinking and data analysis skills
• Ability to multi-task and manage a variety of deadlines
• Knowledge of system integrations
• Excellent attention to detail
• Positive, cooperative work attitude and team player
• High sense of urgency

Benefits:

• Medical (with company contribution)
• HSA (with company contribution)
• Dental (with company contribution)
• Vision
• Employer paid Life Insurance and Long-Term Disability
• Short-Term Disability
• 401(k) (with company match)
• Paid holidays
• Paid time off (PTO)
• Sick Time
• Pet insurance

Physical Requirements:

• Must have a dedicated and ergonomic workspace at home conducive to focused work.
• Access to a stable and reliable high-speed internet connection.
• Adequate lighting and minimal background noise to support professional video calls and meetings.
• Ability to lift and carry up to 5 pounds occasionally, for tasks such as setting up a workstation or equipment.
• The ability to work comfortably and effectively in a home environment that meets ergonomic standards, including proper seating and desk setup.

Equal Employment Opportunity:

AccuSourceHR, Inc, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, pregnancy, gender identity, sexual orientation, status as a Vietnam-era, special disabled veteran or other veteran, or any other status or characteristic protected by applicable federal, state and/or local laws.

AccuSourceHR, Inc. reserves the right to modify, interpret, or apply the job description as needed. This job description is for informational purposes only and should not be construed as an offer or guarantee of employment.

Any offer of employment is conditional upon the successful completion of a background investigation and drug screening.

By submitting your application for and/or accepting this position, you acknowledge and agree that, if selected, you will be required to electronically sign certain employment-related documents upon commencing your position. This may include, but is not limited to, the offer letter, employment agreement, and other necessary forms.

This job description is not designed to cover or contain all job duties required of the employee. There may be additional activities, duties and/or responsibilities that are required for this position that are not listed in this job description.