Client Account Manager

Company Description:

The Moneypenny Group of North America consists of 3 brands (Moneypenny, VoiceNation, and NinjaNumber), 10,000 clients, 200 employees, and offices in Duluth, Georgia; Charleston, South Carolina; and our headquarters in the United Kingdom. Moneypenny manages calls and lives chat for businesses of all sizes, from entrepreneurs right up to international corporations. Moneypenny is the world’s leading provider of call answering and live chat solutions, which is why we’re always on the lookout for amazing Receptionists to wow our clients and their customers!

In February 2020, Moneypenny joined forces with VoiceNation and NinjaNumber. Moneypenny and VoiceNation both provide virtual receptionist services while NinjaNumber is a market-leading business phone app. Our continued growth means we have plenty of opportunities for people able to provide outstanding customer service to join our team.

VoiceNation is a people growth company. We provide telecommunication services and use our profits to fund our purpose: to make the world a better place for those in it. To accomplish this, our company focuses on the growth of our people while working to make a difference. We want to help people grow and succeed to reach their full personal and professional potential. Our goal is to employ individuals who share our passion for growth and our desire to make a difference in the world while having fun at the same time!

 

 

Job Description

As a key team member of the VoiceNation Account Management team, you are an integral part of the customer experience. You are the first point of interaction with customers post-sales and are paramount to setting the tone of the client life-cycle. Your ability to provide quick and knowledgeable resolutions to our customer’s needs will be paramount in delivering best-in-class customer service.

The Client Account Manager will be involved in account provisioning, setting clear expectations with our customers, on-boarding, initial training of the dashboard, as well as any and all break-fix or quality issues with our customers. The Client Account Manager will be point of contact for all customer needs for the life-cycle of the account.

 

Key responsibilities

·         Deliver high quality support services for scripting, configuring customer accounts, billing, technical issues, and quality concerns

·         Expediently respond to our customers via phone, email, chat, and through our internal ticketing system

·         Facilitate excellent client experiences by proactively engaging customers and anticipate client needs

·         Actively manage assigned account base by being the first point of contact for all customer needs and routinely maintaining assigned accounts

·         Able to meet standard service level agreements (SLAs) that are agreed to upon picking-up and/or closing tickets

·         Ability to quickly navigate customer issues and know when appropriate to escalate tickets to your Team Lead or Service Manager

·         Consistently document client data into our software, ticketing, and billing system

·         Take ownership of client issues and follows-up with customer through resolution

·         Maintains an orderly work-flow according to priorities

·         Reports key metrics and process improvement recommendations to Service Manager

·         Performs other tasks as assigned

 

What we need from you:

·         Customer Service oriented- will go to great lengths to provide the best experience for the customer

·         Previous experience in a customer service role with proven skill in handling customer issues professionally and swiftly

·         Ability to quickly navigate customer issues and know when appropriate to escalate tickets to your leader

·         Must be Reliable and Dependable

·         Excellent relationship and time management skills

·         Ability to multi-task and thrive in a fast-paced and high-productivity environment

·         Agile and flexible to change

·         Strong written and verbal English language communication skills

·         Type 35 wpm

·         A sense of humor and have fun!

 

Preferred Skills:

·         Knowledge of telecommunications industry a plus

·         Knowledge of Account Management a plus

 

VoiceNation Offers:

 

We offer a highly-competitive salary based on experience, healthcare options, a kitchen stocked with a wide variety of snacks (company sponsored), a management training program, paid time off, 401K, and a fun, exciting work environment combined with the opportunity to be a part of our rapidly-growing and dynamic company.