Service Account Manager

City/State United States

Location United States/Remote

Department Service - Service Support

Apply Now (https://lde.tbe.taleo.net/lde02/ats/careers/v2/applyRequisition?org=GGS&cws=74&rid=8892)

COMPANY OVERVIEW

As a global leader in cash technology solutions, we provide the financial, retail, cash center and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals; enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

GLORY OFFERS:

401K, Company Match, Education Reimbursement, Comprehensive Benefit Package including Health Benefits (3 options), FSA, HSA, Disability, Paid Sick Leave, Paid Time Off, EAP, Life Insurance. ADD, Tuition and Adoption Assistance, Bonus Opportunities & Career Advancement.

ROLE PURPOSE

The Service Account Manager is responsible for everything related to the service relationship and performance of our key sales and service accounts. This role is responsible for driving our core initiatives within these key accounts to include, but not limited to, increasing our overall penetration, protecting our core service business, seeking ways to grow our direct and third-party maintenance opportunities, and ensuring a high level of customer satisfaction with the total GGS value and service delivery solution.

MAIN RESPONSIBILITIES

• Ensure consistent execution of strategy regionally - proper allocation of resources

• Maintain cohesive focus between service regions and sales teams

• Coordinate account strategies ensuring consistent execution of strategy regionally

• Service escalation point of contact for assigned key accounts

• Escalation management, drive service escalations to resolution

• Ensure long term development and retention of strategic customers

• Maintain on-going relationships with multiple contacts throughout client’s organizations to insure smooth delivery of products, services and payment.

• Develop and respond to customer RFPs & RFIs

• Responsible for tracking and improving customer SLA’s and KPI’s

• Responsible for conducting monthly/quarterly/annual account performance reviews

• Provide appropriate and timely support to customers and prospects.

• Develop and present service offerings and related pricing

• Maintenance contract review and on time renewals

• Lead and coordinate the effort to grow direct and third-party maintenance

• Develop and nurture relationships with assigned major customers

• Enable delivery of core strategy through customer partnering

• Other tasks as directed by Vice President National Accounts -Service

  REQUIRED EDUCATION AND QUALIFICATIONS

  Qualifications:

• Five plus years’ service and sales building and leading a service management team including related service account management experience in the banking, retail, casino and/or armored car industries.

• Demonstrated ability to manage key accounts; demonstrable success service-selling to the specific targeted account group;

• Experience in contract negotiations, presenting to and interfacing with senior-level operational executives is a must.

• AA or AS preferred.

  REQUIRED SKILLS AND COMPETENCIES

• Ability to lead and influence without direct reporting

• Ability to coordinate accounts across multiple regions

• Integrity, strong sense of ethics and professionalism

• Ability to work with a variety of personalities and styles

• Strong relationship and team building skills both internally and externally; ability to quickly establish credibility and relationships, both internally and with clients

• Exceptional verbal and written communication skills, including strong presentation and facilitation skills

• Proficiency in Microsoft Office

• Proficiency in SmartSheet

• Ability to negotiate and close agreements

• Outstanding organizational skills, with a strong attention to details

• Experience as a self-starter and multi-tasking, self-motivated, with a capacity to perform in a fast-paced environment

• Understanding of planning, goal setting and working toward objectives

• Ability to handle multiple projects and adapt to new situations

• This professional will have the required experience, i.e. "cash handling" or equivalent in service delivery operations, sales and management to be results driven.

  The expected salary range for this position is between $75,000 and $114,168. Actual pay will be adjusted based on job-related factors permitted by law such as experience and training; education; geographic location; licensure and certifications; departmental budgets; and responsibilities.

  GLORY SPIRITS

  The Glory Spirits & Behaviors reflect the values and behaviors that are critical to the ongoing success of Glory and as such represent the foundations of our behavior globally to lead us to realize our mission:

  Value Creation - strive to create value for customers

  Self-Starter - understand the objectives of your own work and are proactive in achieving goals

  Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal

  Integrity - understand Glory’s mission and act with responsibility and pride to realize achievement and act and behave with high integrity and a strong sense of ethics

  Own Growth -leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

  Disclaimer

  The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

  An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

  It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.

  Third Party Agencies

  Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.

  Physical Demands And Work Environment

  Work is performed in a standard office environment. The noise level in the work environment is usually quiet. The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, feel, talk, or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to walk. The ability to read, complete simple math calculations, and withstand moderate amounts of stress are important in achieving job objectives.

  An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

  It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by state or local law at the Glory Global Solutions, Inc. location to which this application is submitted. In addition, as a Federal Government contractor, all Glory Global Solutions, Inc. locations are affirmative action employers.

  EEO Information http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf