Harte hanks is Hiring!

  • 23 Jun 2017 11:42 AM
    Message # 4914399
    Alexandra Parker (Administrator)
    • ACCA members may email resumes directly to me rosemary.hook@hartehanks.com with a small note that they saw the posting on your site.
    • If there's someone else I should send this to, please let me know.

     

    Job description (in text):  Harte Hanks is a global marketing services firm specializing in multi-channel marketing solutions that connect our clients with their customers in powerful ways. Experts in defining, executing and optimizing the customer journey, Harte Hanks offers end-to-end marketing services including consulting, strategic assessment, data, analytics, digital, social, mobile, print, direct mail and contact center. From visionary thinking to tactical execution Harte Hanks delivers smarter customer interactions for some of the world’s leading brands.

     

    The Contact Center Account Manager is responsible for the strategic direction of assigned accounts. Provides direction to Account and Program Managers assigned to the account, makes recommendations to the client, staffs the account, and manages the overall business of the account(s). This person is directly responsible for growing the business through additional services.

     

    Additionally, the Contact Center Account Manager is responsible for leading customer relationships and managing the overall support, maintenance (Retention), and growth (Expansion through up selling) of assigned accounts. The Account Manager will motivate and guide a cross-functional team to deliver desired results while continually maintaining and fostering opportunities to grow the business.



    Responsibilities:

    • Leading, managing, and training account team
    • Coordination/problem solving with the departments.
    • Strategic communications with clients.
    • Internal reporting and forecasting/business management.
    • Serving as an escalation point for client complaints.
    • Retain and grow assigned accounts
    • Accountable to meet financial targets—both revenue and account profitability
    • Proactively design solutions to support account retention and expansion through up selling and to grow the account through cross selling
    • Optimize performance and ROI for our clients through best practices and by adding value to the design and execution process
    • Lead strategic conversations with clients and distill those into actionable solutions
    • Consistently deliver insight-driven recommendations based on a clear understanding of the client’s business, competitors, and industry
    • Lead, grow, and evolve the relationship with client teams—day-to-day and key senior sponsors
    • Ensure effective communication, internally and to the clients, of solutions and expectations for assigned deliverables
    • Work with the account team to coordinate delivery of all client work across Harte-Hanks
    • Maintain an up-to-date account “plans”
    • Evaluate client satisfaction of Agency delivery and lead a regular business review process with our clients
    • Run accounts and make excellent business decisions consistently
    • Write, prepare and present pitches, plans and campaigns
    • Manage account teams effectively to deliver the highest quality response and ongoing project management possible
    • Identify training requirements of the account teams and implement on-the-job learning 

    Requirements 

    • 7+ years in a senior leadership role in client services or comparable role
    • Contact Center experience is a must
    • Operational Experience a plus
    • Must have management experience managing people and large accounts/customers.
    • Experience in the WorkForce Management, Staffing, and the general dynamics associated with operating in a contact center environment.
    • Must be able to generate reports within the database software as well as Word, Excel, and PowerPoint.
    • Must be able to build data and financial models in Excel
    • Must be able to demonstrate an understanding of direct marketing concepts and response management.
    • Must be able to produce business reports using analytical skills.
    • Must be able to communicate professionally with clients and management.


P.O. Box 14300, Austin, TX 78761-43  |  email: info@austincontactcenter.org  |  Phone: 512.551.1256

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