The Client Account Manager serves as the primary business contact to the clients of Safeguard Properties. The Account Manager is expected to consistently provide excellent customer service and grow business relationships within the accounts he/she is responsible. The successful candidate will be responsible to lead the teams in place to support the allocated accounts, as well as collaborate with other internal work groups to improve customer support and enhance customer satisfaction.
Responsibilities and Expectations
- Own the Account Management responsibilities for a determined set of clients by:
o Ensuring Safeguard is operating according to our client and investor guidelines and exceeding all Service Level Agreements.
o Striving to exceed client expectations, and scoring at the top of all client scorecards
o Communicating effectively with clients, and always within 24-48 hours
o Understanding the company capabilities and service, and effectively communicate all offerings to clients.
o Meeting or exceeding all productivity and quality standards.
- Provide Managerial Leadership to the account management team by:
o Partnering with Safeguard leadership to drive the strategic business plan and vision.
o Manage & lead in a way that cultivates inclusion and collaboration between account management teams and other departments within the organization.
o Ensure team members are representing Safeguard in a positive manner and are complying with all policies, procedures, and regulatory requirements.
o Provide support to clients and team members that have questions.
- Seek to provide the best client experience by reviewing and monitoring critical metrics and control reports within the department, which would include:
o Ensuring performance metrics are communicated at each level within the organization and that team members have an understanding of how they influence the success of those metrics.
o Review metrics on a daily, weekly, monthly basis to ensure department is tracking to meeting or exceeding goals.
o Ensure quality reviews are being executed and used for coaching purposes.
o Continuously look for opportunities to work smarter and reduce expenses.
- Seek to improve teammate performance by:
o Building the skills of team members by monitoring performance, coaching team members, and tracking success.
o Assist in training/development of team members to function in all aspects of account management.