Account Program Manager
What You'll Be Doing
The Account Program Manager is responsible for overseeing and managing day-to-daycustomer experience and interactions. This role ensures that customer satisfaction andengagement are maintained at high levels, and that all customer-related processes andinteractions are executed efficiently and effectively.
What Makes Nextech Different?
- Paid Training & Ongoing Development - Invest in your career with fully paid initial and continuous training.
- Top-Tier Health Insurance - Choose from excellent options, including a FREE employee-only plan.
- Dental & Vision Coverage - Prioritize your overall health with added benefits.
- Supplemental Insurance Options - Access Accident, Critical Illness, Disability, and Supplemental Life coverage.
- FREE Life Insurance - Coverage equal to your annualized pay at no cost to you.
- 401(k) Retirement Plan - Secure your future with a 50% match on the first 6% of your contributions.
- Generous Time Off - Recharge with 7 paid holidays, and Paid Time Off (PTO).
- Manages and oversees daily customer interactions and ensures customer satisfaction
- Provides daily/weekly direction to Program Specialist(s)
- Establishes and builds relationships with key customer contacts and decision-makers
- Acts as the primary point of contact for customers, addressing and resolving any issuesor concerns in a timely manner
- Develops and implements customer experience strategies to enhance customerengagement and satisfaction
- Monitors and analyzes customer feedback and data to identify areas for improvement
- Collaborates with internal teams to ensure customer needs are met and exceeded
- Provides regular updates and reports on customer experience metrics and performance
- Identifies and acts on new opportunities to improve customer experience andengagement
- Ensures compliance with all relevant policies, procedures, and regulations
- Ensures proactive communication and customer satisfaction with current serviceofferings
- Supports Strategic Account Managers (SAMs) with strategic growth areas
- Provides notes updates, ETAs, and manages Billing/AR systematically
- Ensures adherence to preventative maintenance schedules
- Conducts monthly tactical meetings with customers to discuss open work orders, quotes,and other relevant topics
- Completes assigned tasks in a safe, accurate, thorough, and alert manner
- Upholds Company policies and procedures
- Works in a professional manner with managers, supervisors, coworkers, customers, andthe public
- Other related job duties as assigned
- Excellent communication and presentation skills
- Proficient in Microsoft Office including advanced skills in Excel (Pivot tables, Vlookup,Macros, If Statements, Formulas)
- Strong leadership and influencing skills
- Ability to develop and maintain strong customer relationships
- Ability to operate with a high degree of autonomy and professionalism
- Ability to coordinate, contribute to and work within a cross-functional team
- Ability to thrive in a dynamic and fast-paced environment
- Demonstrate strong customer service skills and ability to proactively address customerissues and concerns
- Ability to organize and prioritize work schedules to meet deadlines and business needs
- Must possess the ability to take initiative to complete assignments and jobresponsibilities with minimal supervision
- Exceptional attention to detail and excellent organizational skills
- Bachelor's degree in business, marketing or related field preferred
- High School diploma plus 3-5 years of Customer Service and/or supervisory experienceleading a customer facing team
- Must have strong relationship building and management background
- Previous experience in HVAC Industry or other service business preferred
- Continuously able to work in office environment
- Continuously able to operate a computer and other office productivity machinery,such as a copy machine, telephone, and computer printer
- Continuously able to sit at a computer for up to 8 hours
- Able to alternate between sitting and standing, as needed throughout the day
- Occasionally able to lift up to 15 lbs.
- Continuously requires vision, hearing, twisting, and talking
- Occasionally requires walking, lifting, carrying, reaching, kneeling,pushing/pulling, bending, and crouching
- Rarely requires climbing
- May be required to use personal smartphone with a camera capable of reading a QR code for 2 factor authentication
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