Implementation Account Manager

Scope of the Role 

The Business Solutions Implementation Account Manager I will have the ability to communicate effectively, collaborate with internal and external contacts, meet deadlines, organization and time management, and the ability to maintain autonomy while working on projects and duties. As breadth of knowledge increases with experience, the Business Solutions Implementation Account Manager I may become eligible to transition to the next level of Business Solutions Implementation Account Manager II. 

Performance Outcomes 

Administrative Account Management  

• Develop implementation schedules and timelines 

• Prepare meeting presentations and document deliverables 

• Provide frequent status and progress reports through detailed project planning tools 

• Partner with customer to develop and implement employee communication strategy 

• Ensure appropriate and accurate system and contractual set-up  

• Participate in sales presentations when necessary  

• Review enrollment, payment history, and billing invoices to provide support to LegalShield groups, Associates, and group members  

• Review various reports to ensure group accounts are up to date  

• Handle inquiries received by phone, fax, email, or mail  

• Should be able to handle sensitive group accounts and be able to prioritize  

• Provide support to internal departments regarding group inquiries  

• Maintain existing client cases 

• Assist with client projects post implementation 

Customer Support  

• Understand customer demands and expectations and meet these in a timely manner, always addressing any challenges or concerns the customer or associate may have regarding group business   

• Lead internal and external meetings 

• Answer incoming calls, make outgoing calls to investigate and correct errors   

• Work on special projects as assigned 

• Other duties as assigned by leadership    

Education, Knowledge, and Experience 

• High school diploma or GED or equivalent

• 1-3 years prior experience working in customer service, Preferred 

• Experienced in Word, Excel, and PowerPoint 

• Good typing and 10-key skills, Required  

• Excellent written and verbal communication 

• Excellent listening, negotiation, and presentation abilities 

• Adaptable and organized with ability to build rapport with customers   

• Requires an ability to handle multiple deadlines, provide a detailed-oriented, and analytical approach to daily duties and relationship building with a high degree of confidentiality.  

• An ability to handle multiple deadlines, while working independently and maintaining a high degree of attention to detail, organization, accuracy, and sense of urgency.   

• Requires an individual with a positive professional attitude who can work as a part of a team or individually.  

• Critical thinking and problem-solving skills   

• Proactive approach with a passion for service and an ability to thrive in a results driven environment 

• Requires the ability to work under pressure and quickly adapt to change 

FLSA Status 

This is a non-exempt position. 

Physical Requirements/ Work Environment  

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The duties of this position are performed in a professional office environment. Employee routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to sit, stand, talk and hear. Employee can work at the computer or other sedentary tasks for extended periods. Employee can conduct duties discreetly and impartially. Employee has regular and predictable attendance and punctuality with the ability to work on critical business days as deemed necessary, including some evenings and weekends to ensure all business is processed. Travel is not required for this position.