Direct Account Manager

Summary

isolved is an employee experience company providing human capital management technology and services. The Direct Account Manager builds and maintains client relationships, supports customer satisfaction and retention, and identifies expansion opportunities. The role also provides strategic guidance, resolves issues, monitors product adoption, and collaborates with internal teams to deliver a seamless client experience.

Responsibilities

• Manage customer accounts and relationships
• Manage incoming calls, emails, and chats
• Provide customer service support
• Resolve customer complaints and issues
• Troubleshoot and resolve technical issues reported by users or discovered during testing and maintenance
• Develop and nurture strong relationships with key stakeholders within client organizations, acting as the main point of contact for inquiries, issues, or escalations
• Proactively engage with clients to understand their evolving needs, challenges, and objectives; provide insights and recommendations on how isolved products and services can address their goals and drive value
• Identify opportunities for account expansion and upselling based on client needs and usage patterns; collaborate with the sales team to execute upsell strategies
• Monitor client usage and adoption of products and services; develop and implement strategies to drive increased usage and value realization
• Serve as the voice of the client within the organization, advocating for client needs, feedback, and feature requests to internal teams including product development and customer support
• Proactively manage client renewals by demonstrating ongoing value and ROI; address potential churn risks and work to mitigate them
• Track and analyze key performance metrics related to client satisfaction, usage, and retention; provide regular reports and updates to internal stakeholders
• Collaborate with internal teams including sales, marketing, product, and support to ensure a seamless client experience
• Conduct product demonstrations and training sessions
• Generate leads and follow up on inquiries
• Negotiate contracts and agreements with customers
• Prepare and distribute memos, emails, and reports
• Schedule appointments and maintain calendars

Skills

• Typically requires a Bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience
• High school diploma or equivalent
• Ability to complete milestones and work toward multiple deadlines simultaneously
• Adaptability in a fast-paced environment
• Adherence to company and departmental policies
• Ability to assist with managing escalated issues, keeping the manager informed throughout the process
• Attention to detail
• Ability to build strong customer relationships
• Excellent written and verbal communication skills
• Confidence in decision-making and the ability to explain processes or choices
• Ability to work collaboratively in a team environment
• Strong problem-solving skills with a proactive approach to addressing client needs
• Ability to manage multiple clients and priorities simultaneously
• 5+ years of background or drug screening experience with a significant emphasis on daily client interactions
• Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds
• Yes, up to 15% domestic travel may be required
• Employee must be legally authorized to work in the United States
• Remote - any approved U.S. states
• Bachelor's degree preferred
• Excellent interpersonal skills with the ability to build rapport and trust with clients

Qualifications

Must Haves

• Typically requires a Bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience
• High school diploma or equivalent
• Ability to complete milestones and work toward multiple deadlines simultaneously
• Adaptability in a fast-paced environment
• Adherence to company and departmental policies
• Ability to assist with managing escalated issues, keeping the manager informed throughout the process
• Attention to detail
• Ability to build strong customer relationships
• Excellent written and verbal communication skills
• Confidence in decision-making and the ability to explain processes or choices
• Ability to work collaboratively in a team environment
• Strong problem-solving skills with a proactive approach to addressing client needs
• Ability to manage multiple clients and priorities simultaneously
• 5+ years of background or drug screening experience with a significant emphasis on daily client interactions
• Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds
• Yes, up to 15% domestic travel may be required
• Employee must be legally authorized to work in the United States
• Remote - any approved U.S. states

Nice to Haves

• Bachelor's degree preferred
• Excellent interpersonal skills with the ability to build rapport and trust with clients

Benefits

• Remote work from any approved U.S. states