Job description
As an Account Manager, you are responsible for the development, support, and growth of our current customer base within an assigned book of business. This includes timely response to day-to-day client requests, ongoing account activity, and customer service and data collection. You will serve as direct client interface, ensuring client satisfaction and retention. As Account Manager, you make a difference by recommending best practices, recognizing opportunities for account growth, and ensuring visibility of CyraCom’s full suite of services within your accounts. At CyraCom, your work makes a difference for people around the US each day, as you work with a team of diverse and passionate professionals to contribute to our mission: providing greater access to people who need language support. This is a permanently remote role.
As an Account Manager, you will:
- Initiate and maintain contact with administrators, department managers, clinical staff, key personnel, decision makers, and influencers where language services and/or language products are used.
- Facilitate proper information flow and communication between CyraCom and established customers.
- Identify areas for account growth and strategize accordingly based on trends and client conversations.
- Be readily available and responsive to client requests, establish outreach priorities, regularly, provide any monthly or quarterly reporting
- Utilize resources to develop a plan for declining accounts.
- Produce sales efforts to maintain and expand a growth rate at each customer location consistent with the goals of both the company and assigned book of business.
- Leverage existing client relationships for potential new business opportunities.
- Actively participate in Marketing campaigns and any client or prospect follow-up.
- Maintain files and records for accounts; inputs data into proprietary reporting systems.
- Work closely with the Implementation Team when they are onsite at the Account Manager’s assigned accounts. Provide details such as date, time, contact information and meeting times as well as, realistic goals and objectives for the week in advance of the week onsite.
- Meet with clients; presents a professional image and demeanor when representing the company.
- When traveling, manage territory expenses to budget.
- Ability to work independently as well as in a team atmosphere with fellow Account Managers and across various departments. This includes willingness to assist in ad-hoc, ancillary requests and covering for other Account Managers in their absence, as well as being an overall team player.
- Follow all CyraCom policies and procedures related to information confidentiality and ethics.
Additional responsibilities:
- Exercises a high degree of professionalism and self-motivation using personal initiative to identify and recommend best practices.
- Demonstrates a continued commitment to professional education and industry best practices.
- Performs all other duties as assigned.
- All employees are required to perform the following essential functions: demonstrate predictable, reliable and timely attendance; follow written and verbal directions and complete assigned tasks on schedule; read, write and communicate in English; communicate in person and by telephone in accordance with CyraCom policy; learn from directions, observations and mistakes; work independently or as part of a team; interact appropriately with others including co-workers, supervisors and customers; and work with supervision, receiving instructions/feedback, coaching/counseling and/or corrective action.
As an Account Manager, you must have:
- Knowledge of CyraCom telephonic and video equipment used in interpretation and translation.
- Expert knowledge of client language department and client needs; ability to sell solutions to address client needs.
- Knowledge of information and communication systems.
- Knowledge of CyraCom policies, procedures and guidelines and ability to follow them.
- Highly developed negotiating skills and competency in building relationships.
- Ability to constructively represent the company.
- Strong attention to detail and accuracy.
- Competency in account development, and territory management as well as general business economics.
- Ability to exercise a significant degree of discretion and independent judgment while working under minimal supervision.
- Ability to remain flexible while meeting deadlines in a fast-paced environment.
- Ability to operate competently common office equipment, including, but not limited to, computer, fax, copier, tablet, smart phone and telephone system.
- Ability to travel away from the primary office location when applicable, including overnight stays.
As an Account Manager, you must be:
- Skilled in account development and account penetration.
- Skilled at communicating effectively and professionally, both orally and in writing, with a diverse client base; possesses and uses superior customer relations skills.
- Skilled at critical thinking and problem resolution.
- Skilled in the use of spreadsheet and database applications as well as Microsoft Office, including Excel, Word, and Outlook.
Minimum Qualifications
:
- High school diploma, GED or equivalent education with some post-secondary college or technical school education in Business Administration, Software Engineering, Networking, or directly other related experience.
- Four (4) years of progressively responsible customer service/account management experience
Ideally, you will also have
:
- Completion of a college degree.
- Creative marketing and sales experience.
- Healthcare background.
Where Would You Work?
This position will be available as remotely based within the continental United States.
WORKING CONDITIONS:
Physical Demands: This position requires a medium level of physical demand, exerting 20 to 50 pounds of force occasionally, and/or 10-25 pounds of force frequently, and/or up to 10 pounds of force constantly. This position is required to continuously see; frequently hear, talk, bend/stoop, walk and stand; and occasionally sit, climb stairs, kneel, squat, finger, feeling (touch), operate controls with feet and operate controls with hands.
Equipment Operated: Personal computer, printer, smart phone, tablet, fax, copier and telephone equipment.
Environmental Factors: This position works in a healthcare facility with a moderate level of noise.
Duties not listed in this position description may be required of the employee at the discretion of management.
The incumbent may delegate all or any of his/her duties to qualified personnel; however, such delegation does not relieve him/her of overall responsibility and accountability for the successful conduct of those duties. CyraCom is a Federal Contractor and complies with all Executive Orders regarding health and safety requirements.
WHY WORK FOR CYRACOM?
CyraCom International, Inc. is the leading provider of language interpreting services and operates the most extensive network of large-scale interpreter contact centers. CyraCom impacts the lives of millions in the United States by connecting those with limited English proficiency to critical services. In business since 1995, CyraCom services thousands of clients throughout the US, Canada, and Europe. The Company was named to the Inc. 5000 list of fastest growing private companies in the United States for a ninth year in a row and eleventh time overall in 2017.
“We make a difference every day.”
CyraCom team members help thousands of people communicate every day by removing cultural and linguistic barriers in all levels of every day conversation. We ensure high levels of accessibility by providing interpretation services over the phone, through video, and on-site at our client locations. We work relentlessly to provide the support and infrastructure necessary to ensure people can communicate at a moment’s notice, because at any time our service could be needed in a life-saving event. Our hundreds of clients span numerous industries, including hospitals, banks, insurers, entertainment companies, and government agencies.
CyraCom team members help thousands of people communicate every day by removing cultural and linguistic barriers in all levels of every day conversation. We ensure high levels of accessibility by providing interpretation services over the phone, through video, and on-site at our client locations. We work relentlessly to provide the support and infrastructure necessary to ensure people can communicate at a moment’s notice, because at any time our service could be needed in a life-saving event. Our hundreds of clients span numerous industries, including hospitals, banks, insurers, entertainment companies, and government agencies.
Our employees most often say three things:
Culture: You have the resources of a large company with the flexibility and excitement of a start-up.
Impact: Your contributions matter; people notice the changes and improvements you create.
Meaning: Your work ultimately helps improve the lives of millions in the United States – CyraCom helps those who cannot communicate normally to access to healthcare and other vital services.
COMPANY CULTURE
We value our employees and believe that an enjoyable work environment is beneficial to all. Here are some ways we contribute to that goal:
- We celebrate our diverse workforce.
- We encourage our employees’ professional and personal growth, including tuition reimbursement and internal promotions
- We provide a “business casual” dress code (with “casual Fridays”).
BENEFITS & COMPENSATION HIGHLIGHTS
CyraCom provides a generous menu of benefits from which you can pick and choose what is best for you and your family, including Medical, Rx, Dental, Vision, Life, AD&D, Disability, 401(k), Paid Time Off, Employee Assistance, Employee Referral Program, Tuition Reimbursement, and professional development. CyraCom also provides competitive salaries. All employees are eligible for the same group benefit plans, regardless of role or department. Benefits information is posted on the HR Intranet/Benefits pages, by country. This role is expected to start between $50,000.00 - $55,000.00 as a base annual salary.
EQUAL OPPORTUNITY EMPLOYER
CyraCom International, Inc.’s success is driven by the advantage created by the collective efforts of its employees, and is dependent upon a diverse, inclusive environment that embraces change, new ideas, respect for the individual and fosters an equal opportunity for success. We have zero tolerance for discrimination, intimidation or harassment of any kind. CyraCom International, Inc. is an equal opportunity employer. CyraCom International, Inc. maintains a drug-free workplace.
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