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Account Manager in Plano, TX at HumCap Recruiting

Date Posted: 3/1/2019

Job Snapshot

  • Employee Type:
  • Location:
    Plano, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Description:Function – Scope Statement:

to the Director of Customer Experience, the Key Account Manager is the manager
of customer relations.  The Key Account
Manager will have the responsibility for customer satisfaction and retention.
This position will create strong relationships at all levels within the
customer account and within all services/departments. They will work with
the customer to understand their goals, strategies, pain points and represent
those to influence solutions, services, and product.  They are uniquely positioned to be the advocate
for the customer and the voice of the company.  This role will gain a deep and broad
understanding of company goals, product roadmap, logistics, support, and general
policies and procedures. They will also lead and facilitate the governance
meetings with the customer.    


position works closely with executive management, sales, clinical
consultants, logistics and support.  This
position does not have any sales or clinical responsibilities, however will be working
hand-in-hand with those resources when necessary to fulfill a need. They will
have regular scheduled meetings with the customer and internal
departments. They will be responsible for reviewing executive level reports,
support cases, shrinkage reports, logistics details, and product road map with
the customer as well as generating internal reports about the overall health and
satisfaction of the customer.


Key Account Manager is the primary representation of the company for the
customer.  This role is a manager, a leader,
has very strong project management abilities, highly collaborative, influential,
great negotiating skills, focused, and superb verbal and written skills.



Responsible for
customer satisfaction and retention.
The primary point of
contact responsible for the relationship with the customer and all matters
specific to that customer.
Conducts strategic
planning to improve customer results
Responsible to plan,
manage and maintain the full relationship with the customer so they
continue to be a satisfied customer.
Regularly schedule
operational meetings with customers.
Manage and resolve
customer issues and complaints.
Understand the details
of our daily operations related to the customer.
Run the Governance /
steering team meetings with the customer.
Manage existing
customer projects as necessary (outside standard implementation),
coordination, strategic planning, relationship management, negotiation,
and leadership. 
Manages communications
between the customer and services and internal teams.
Understand customer
demands, ideas, requests and, working closely with Clinical Consultants,
develop a roadmap of how those customer goals align with the product
and service roadmap.
Prioritization of all
types of customer's requests working hand in hand with Clinical
Builds transformation
plans for the customer and shares with company to align goals.
Advocate for the
customer to the company and an advocate for company to the customer.
Builds and maintains
strong, trusting, long-lasting customer relationships at all levels within
the customer from executive level down.
Executive Customer
reporting and internal reporting.
Contract Management –
i.e. product requirements committed, terms, etc. 
Tacking free goods and
services provided to the account.
Other responsibilities
as necessary.


 5 years of key account management experience

Bachelor’s degree, Master’s degree preferred
Project Management experience preferred
Self-motivated and self-directed
Able to multitask, prioritize, and manage time
Goal-oriented, organized team player
Encouraging to team and staff able to mentor
and lead
Excellent interpersonal relationship skills
Excellent verbal and written communication
skills, must be a listener, a presenter, and a people-person

Skills / Considerations:

Must be confident, collaborative,
driven, independent, and proactive.
Must be able to pass a
nationwide background check.
Must be able to pass
drug test in this drug free workplace setting.
Must be strongly
mechanically inclined.  


1. Judgment/Decision
Making: Demonstrates consistent logic, rationality, and objectivity in
decision making.  Achieves balance
between quick decisiveness and slower, more thorough approaches, i.e., is
neither indecisive nor a hip-shooter.  Shows common sense.  Anticipates consequences of decisions.


2. Communication
– Oral:  Communicates effectively one
to one and in small groups. Demonstrates fluency, “quickness on one’s feet,”
clarify organization of thought processes, and command of the language.  Easily articulates vision and standards.  Keeps people informed.


3. Organization/Planning:
Plans, organizes, schedules, and budgets in an efficient, productive
manner.  Focuses on key priorities.  Effectively juggles multiple projects.  Anticipates reasonable contingencies.  Pays appropriate attention to detail.  Manages personal time well.



4. Business Literacy (formerly
Intelligence):  Understands and
absorbs new information.  Stays current
with developments in our field. 
Frequently shares new knowledge with others.  Integrates new information to enhance
existing models or create new ones. 
Helps others translate new information into practical application in our



4. Customer
Focus:  Regularly monitors customer
satisfaction.  Meets internal and
external customer needs in ways that provide satisfaction and excellent results
for the customer. 


5. Integrity:  “Ironclad.”  Does not cut corners,
ethically.  Remains consistent in terms
of what one says and does and in terms of behavior toward others.  Earns trust of coworkers.  Maintains confidences.  Puts organization’s interests above
self.  Does what is right, not what is
politically expedient.  “Fights
fair.”  Intellectually honest; does not
“play games” with facts to win a point.


6. Initiative:  Seeks out and seizes opportunities, goes
beyond the “call of duty,” finds ways to surmount barriers.  Resourceful action-oriented “doer,” achieving
results despite lack of resources. 
Restimulates languishing projects. 
Shows bias for action (“do it now”).


8. Collaboration/Teamwork:  Cooperates with staff at all levels. Willingly
reaches out to staff to proactively share information, knowledge, expertise,
and time with others to achieve common goals.