Account Services Manager, Central or Southeastern US

Entrust - Gainesville, FL

Full-time - Mid Level

Gainesville, FL

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Account Services Manager at Entrust is responsible for managing the delivery of Traditional Hardware and Software Maintenance Services, overseeing customer relationships for assigned accounts, and driving the growth of service offerings. This role focuses on ensuring successful contract delivery, continuous improvement of service deliverables, and maintaining service level agreements with clients.

Responsibilities

• Manage and partner with Entrust delivery team and the customer to ensure successful setup and delivery of contracts within accounts.
• Engage in project implementation planning and delivery plans to ensure success and on-time delivery.
• Lead vendor and customer meetings related to Traditional Services.
• Create, manage, and deliver all needed service reporting internally and to the customer.
• Ensure customer data integrity for service delivery reporting and billing.
• Create and drive a continuous improvement plan on key service deliverables.
• Lead the relationship for traditional services in partnership with the sales executive assigned to the account.
• Prepare and present monthly reports internally and to the customer to review service quality, policies and procedures, and discuss customer-specific issues.
• Build and enhance an enduring relationship with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements.
• Promote customer confidence in Entrust and Services that will lead to long-term business agreements.
• Communicate the scope of service to the customer and explain any out-of-scope services rendered.
• Manage forecast, budget, revenue projections, P&L, and margin management.
• Conduct quarterly audits and scheduled contract reviews.

Requirements

• 5+ years of experience in customer-facing Service or Sales positions.
• Demonstrated Project Management excellence.
• Expert written and verbal English communication skills.
• Demonstrated interpersonal skills, and the ability to influence customers and key internal stakeholders at all levels.
• Excellent analytical skills and a demonstrated ability to use data to make and influence decisions.
• Demonstrated business acumen, as it pertains to the Entrust competitive businesses.
• Proficient use of MS Office products, in addition to other relevant IT systems used to drive business results.
• High School diploma.
• Must be able to lawfully work within the US and have unrestricted work authorization for the US.

Nice-to-haves

• Bachelor's degree.
• Analytical and/or technical experience within a services delivery organization (SDO).
• Technical proficiency on Entrust suite of products.
• Demonstrated experience with large customer account management.
• Excellent individual and team management skills with responsibility for managing teams of multi-disciplined professionals.
• Strong communications skills with stakeholders at all levels.
• In-depth understanding of operational service delivery key performance indicators (KPI's).

Benefits

• Flexible work environment
• Diversity and inclusion programs
• Career growth opportunities
• Global work opportunities