Duncan Solutions, LLC, a subsidiary of Business Processing Solutions, LLC, is a full-service transportation management company and a leading provider of parking and tolling management solutions. We support municipal and commercial clients with citation processing, debt collection, DMV registered owner identification, back-office transaction processing, image review, customer service center and customer experience (CX) operations, and integrated on-street parking management services.
POSITION SUMMARY
The Client Service Account Manager is responsible for the day-to-day management, strategic planning, and development of their assigned territory/client base. This specific role is located in Boston and will be also responsible for marketing and developing critical client communication. This role also provides executive level support to the Account Executives as needed for client projects and/or issues. This role also collaborates with sales to support client conferences, RFP creation and sales cycles. Success in this role requires a high level of diplomacy, organization, confidence, and the ability to build and maintain strong working relationships. Excellent communications skills, the ability to present to and gain client's confidence in both written and verbal forms, are essential.
WORK LOCATION
Remote in Boston, MA
ESSENTIAL DUTIES AND RESPONSIBILITIES
Client Relationship Liaison-Assigned Territory
- Incoming and Outgoing communication with specific key client(s) assigned by Director
- Field client needs, inquiries, concerns and other communications as assigned to territory.
- Develop and maintain good relationships with existing client(s).
- Identify key opportunities for servicing improvements and client growth
- Promote company, its products and services in an ethical, honest and businesslike fashion at all times with clients.
Overseeing the Client Account Planning Process
- Building strategic growth plans for top Clients
- Mapping out company relationships w/client decision makers
- Developing action plans for client growth with specific dates and revenue target
Create Executive Level Client Satisfaction/Action Reporting
- Develop measurements for monitoring and reporting client satisfaction
- Implement structural changes needed to capture and report client satisfaction data
- Develop presentations highlighting company's capabilities
Build and Maintain Strategic Relationships with Top Clients
- Attend client conferences in partnership w/sales
- Build presentations for client meetings
- Attend client meetings as necessary
Partnering with Sales to Support the RFP Renewal Process and New Sales Cycles
- Attend and represent company at sales meetings
- Draft responses to RFP questions as requested by Sales
- Research and document company performance/actions on existing contracts
Support Contract Renewal Process
- Reach out to clients when contracts are about to expire and request renewal
- Partner w/company legal team to draft renewals in alignment with client requests
Develop Solution Proposals for Identified Projects/Issues
- Scope and determine the best course of action for company to take to address client projects/issues
- Work with internal resources to implement solutions, identifying owners of specific tasks
Other Duties as Assigned
EDUCATION / EXPERIENCE / SKILLS
- Bachelor's degree (additional equivalent experience above the minimum may substitute)
- 3+ Years Account Management and/or Sales Experience
- Must reside in Boston, MA
- Industry specific Parking client management
- Sales experience in transportation authority arena
- Executive level report creation experience
- Extensive client management experience
- Experience representing company at conferences and high-level client meetings
- Excellent client presentation skills
- Proven experience simultaneously managing several multi-faceted projects
- Excellent Communication skills, and must be comfortable interacting with contacts at all levels of an organization, both verbally and in writing
- Able to rely on experience and judgment to handle and resolve division wide challenges/issues
- Ability to use judgement and expertise to make decisions that affect client and revenue retention
- Ability to work collaboratively and effectively within a team
- Ability to grasp complex ideas and communicate them to a broad range of technical and non-technical people in both written and verbal form
- Outstanding organizational skills, proper time management, and strong attention to detail
- Experience with tolling, parking and/or government services a strong plus
DECISION-MAKING LATITUDE
- Division policy and procedures for client management: Impact - ALL clients and the company's revenue increase/decrease based on the client's response
- Ability to commit company to specific actions on behalf of clients: Impact - client satisfaction and revenue increase/decrease
- Work product will be approved by Vice President of Client Services as necessary.
PHYSICAL DEMANDS/WORKING CONDITIONS
Standard Office Environment, involving computer work, paperwork, and meetings
SUPERVISORY RESPONSIBILITIES
None
ADDENDUM
Must reside in Boston, MA
COMPENSATION & BENEFITS
Business Processing Solutions, LLC offers a professional environment, stability, upward mobility, and a wide breadth of benefits.
We offer our full-time regular employees who meet eligibility criteria the following:
- Medical, Dental, & Vision Insurance
- Healthcare & Dependent Flexible Spending Accounts (FSA)
- Health Savings Account (HSA) with Employer Contribution
- Company Paid Life and AD&D Insurance
- Company Paid Short- & Long-Term Disability
- Employee Assistance Program (EAP)
- Business Travel Accident Insurance
- Corporate Travel Discounts
- Bonus & Incentive Compensation Programs
- 401(k) with Employer Match (Traditional/Roth/Safe Harbor)
Paid Time Off including:
- 9 Company Holidays
- PTO Accrual
- Sick Time Accrual
- Parental Leave
- Jury Duty
- Bereavement
Other Voluntary Benefits:
- Life and AD&D Insurance
- Critical Illness
- Accident Insurance
- Identity Theft Insurance
- Pre-paid Legal Insurance
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees are required to perform duties outside their normal responsibilities from time to time, as needed. The Company reserves the right to modify this description in the future, with or without notice to the employee. This job description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.