Commercial Client Support Account Manager

Our client is seeking an experienced Account Manager who will manage operational customer service needs and provides 2nd level technical support for Client banks and their corporate customers utilizing one or more of the supplied software products that provide Commercial Card reporting and portfolio management

PRIMARY RESPONSIBILITIES INCLUDE:

- Provide essential, high value customer service Account Management support on day-to-day items to Clients and their corporate customers to ensure customer expectations are exceeded.
- Identify, troubleshoot, and resolve application usage issues
- Assure prompt and permanent resolution of client inquiries relating to general functionality support for web-based software applications
- Own and manage issue through resolution, working with business or development groups
- Fosters a positive environment and contribute new ideas/find solutions to business challenges for external and internal constituents
- Ensure support service levels are met or exceeded
- Understand the customer's needs, business requirements, and priorities
- Liaise, build and drive relationships with Issuers, companies and various teams (CCS Imp, Operations, and Product) to bring success completion of requests/concerns and to represent the client's interest within
- Proactively identify opportunities and implement recommendations, once approved, to increase service quality and/or efficiency
- Make well-reasoned decisions independently
- Maintain a working knowledge of web based software applications and systems
- Document work and maintain metrics in management tools
- Available during off hours for exception purposes
- Possible domestic and international travel

REQUIRED SKILLS/EXPERIENCE:

- Experience working at a Bank or with Banks in a Customer/Client support position
- Understanding of Network, ERP, and FTP (File Transfer) technologies to Identify, troubleshoot, and resolve application usage issues while being able to translate technical resolutions to non-technical clients; SQL tools and querying experience
- Understand of basic accounting principles and expense management
- College degree or equivalent experience
- Highly motivated self-starter and have organizational, conceptual, and strong analytical problem solving skills
- Ability to set priorities, able to multi-task in a complex/fast paced setting and manage customer expectations
- Work both as part of a team and independently
- Excellent inter-personal skills and a proven ability to build and maintain highly satisfied customer relationships
- Strong technical aptitude with the ability to absorb technical information and apply it to business solutions
- Excellent customer service skills
- Detail oriented
- Have a good functional knowledge of web technologies
- Good user skills with Microsoft Office products (Outlook, Excel, Word, Access, Powerpoint)
- Typically requires a minimum of 3-5 years' experience in a customer support role in software, financial or information services.

COMMUNICATION:

- English- spoken and written, Spanish- spoken and written, and Portuguese- nice to have spoken and written

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