Account Manager

We are looking for a proactive, customer-focused and highly organised individual to join our team in a key client-facing role. You will play an integral part in delivering an exceptional experience for our clients and workers, building strong relationships and ensuring the smooth running of accounts from initial onboarding through to ongoing account management.

Acting as a trusted point of contact, you will take ownership of client and worker queries, providing timely, effective solutions and going the extra mile to deliver outstanding service. You will coordinate new client implementations, oversee worker onboarding, monitor progress and proactively identify opportunities to improve the client experience.

Working closely with clients, workers and colleagues across multiple departments, you will manage a varied and fast-paced workload, supporting operations across the US, Canada and other international locations as required. You will also contribute to client business reviews, quality control, reporting and technology implementations, using your knowledge of HR-related employment matters to provide informed guidance and resolve more complex issues.

This is an excellent opportunity for someone who thrives in a dynamic environment, enjoys building relationships and takes pride in delivering high-quality service. You will also have the opportunity to mentor junior colleagues, share your knowledge and contribute to the continuous improvement and success of the wider team.

Responsibilities

• Act as the main point of contact for client and worker questions
• Provide proactive service and execute with urgency to establish WWNA as a trusted partner to clients
• Regularly conduct phone and in-person QCs for workers and clients
• Coordinate and execute new client setup and implementations, with the support of leadership to validate configurations, contractual requirements, and account onboarding
• Maintain client satisfaction over the full account lifecycle, delivering on unique account customizations and identifying areas of improvement to troubleshoot when needed
• Coordinate, develop and participate in client business reviews; review and distribute client communication
• Monitor progress to goal for onboarding, escalating incomplete tasks or unresponsive workers to client and providing updates in support of client business needs. Facilitate onboarding for workers as needed or directed by leadership, in partnership with Account Specialist teams.
• Communicate directly with client contacts and workers via phone, email, and chat  Maintain an in-depth knowledge of HR related employment topics
• Assist with quality control and data entry as needed
• Provide detailed reports to clients as requested
• Manage client and worker needs in the US and Canada, and other countries as required  Mentor and lead junior team members
• Work directly with other Workwell departments and internal team members to troubleshoot complex questions and provide thorough solutions for workers and clients
• Conduct new client technology implementations and ongoing trainings
• Provide immediate feedback and resolutions to 90% of client and worker questions
• Regularly audit and review quality control processes
• Communicate and coordinate onboarding details with 50 + workers per week
• Coordinate with benefits department to convey health insurance details to workers
• Work with background check vendor to resolve escalated results

Knowledge, Skills, and Attributes

• Possess a sense of urgency and enjoy multi-tasking
• Value and use technology to aid with accomplishing tasks
• Appreciate and strive to build strong relationships
• Welcome receiving and giving feedback and are a team player
• Are enthusiastic and self-motivated
• Committed to self-improvement by embracing and receiving feedback
• Enjoy being part of a fun team who is committed towards a common goal

Work Environment and Physical Demands

• Professional office environment.
• This role routinely uses standard office equipment including, but not limited to, computers, phones, photocopiers, filing cabinets and fax machines.
• While performing the duties of this job, the employee is regularly required to engage in professional and interpersonal written and verbal communications with a wide variety of individuals including, employees, customers, vendors, managers and others.
• In accordance with the requirements of a typical office work environment, the employee will be required to attend meetings in person and/or by phone/video conferencing, use keyboards, keypads, dial pads etc., Some overhead reaching, bending and twisting, will be required.
• This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Qualifications

• Minimum of 2 years’ experience in client/account management
• Exceptional communication skills (written and verbal)
• Commitment to taking ownership of your assigned accounts
• Value workflows, following task lists, and recording information accurately
• Extremely comfortable thinking and problem solving on the fly  Serve customers with exceptional service and a solution first mentality
• BA/BS degree from an accredited university

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer

Workwell North America is committed to creating an inclusive workplace and providing equal employment opportunities to all applicants and employees. Employment decisions are made without regard to any status protected by applicable law.

Accommodations

Applicants who require reasonable accommodation during the recruitment process are encouraged to let us know so appropriate arrangements can be made.

Brand: Workwell North America

Territory: EMEA

Location: San Diego, California

Salary: $70,000 - $85,000

Workplace: Office

Experience: Mid

Hours: Mon – Fri