Account Manager

Account Manager

Requisition Number 11-0275
Post Date 7/6/2011
Title Account Manager
City Shawnee
State KS
Description
About Harte-Hanks:
 
Harte-Hanks® is a worldwide, direct and targeted marketing company that provides direct marketing services and shopper advertising opportunities to local, regional, national and international consumer and business-to-business marketers. Harte-Hanks Direct Marketing improves return on its clients' marketing investment by increasing their prospect and customer value through solutions and services organized around five groupings of integrated activities: Information (data collection/management) - Opportunity (data access/utilization) - Insight (data analysis/interpretation) - Engagement (program and campaign creation and development) - Interaction (program execution).
 

 
Position Summary:
 
The Account Manager is responsible for the overall service delivery to the customer. This includes but is not limited to delivering all services agreed to by Harte-Hanks and the customer in the Master Services Agreement and associated schedules. The Account Manager is the single point of contact with our customers responsible for the communication between Harte-Hanks and the customer.
The Account Manager is responsible for ensuring that operations are in compliance with the law and our client's goals and expectations. Must be comfortable with frequent interaction with senior level clients - e.g.: VP, SVP,COO, CFO, CEO.
Some travel may be required.
 

 
Essential Functions and Responsibilities:
 
* Responding to all customer requests
* Developing solutions utilizing resources from all supporting departments
* Adhering to all processes as documented
* Proactively communicating with customers and internal departments to improve service delivery to customers
* Following up with all departments to ensure work for clients is accurate and timely
 
Required Skills, Experience and Education:
 
* Writes and speaks in a professional manner
* Reads/writes/speaks English
* Must demonstrate strong grammar and spelling skills
* Must be able to create and manipulate Word documents, Excel spreadsheets, and PowerPoint presentations
* Must be able to produce data with a high degree of accuracy
* Must be able to process new information and relay it to others verbally and in writing
* Must have keen attention to detail
* Must be able to be flexible as priorities shift
* Must be able to meet deadlines as agreed to by Harte-Hanks and the customer

Account Managers will possess expertise in the following areas:
 
* CallCenterOperations Management
* Call Center Client Services Management
* Knowledge ofCallCenterBest Practices
* Development and Delivery ofCallCenterTraining Modules and Scripting
* Knowledge of Call Center Technology - customer response tools, workforce management tools
* Expert Relationship Manager
* Understands the concept of acting as client's advocate within our organization
* Ability to work in an environment with little direct oversight - self starter
* Ability to work in a pressurized environment and maintain a positive attitude
* Ability to work harmoniously with multiple and competing department managers.
* Expert project manager
* Exceptional written and verbal communication skills
 
 
Compensation and Benefits:
 
Harte-Hanks offers attractive compensation plans along with a comprehensive benefits offering including: Medical, Dental, Life, PTO, 401k, Flexible Spending Accounts, Disability, Educational Assistance and Employee Referral Bonus plans. Harte-Hanks is respected as an employer of choice due to our numerous career opportunities, our highly talented team members, our world-class reputation, and our impressive client portfolio. If the fit is right, consider bringing your talents to our team!
 
Note: The information listed above is intended to describe the general nature and level of this position.   Essential functions and responsibilities may change as business needs require.
 
Harte-Hanks is an EEO/AA Employer
 

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