Account Associate

The Account Associate is responsible for maximizing customer satisfaction for assigned accounts. This position may assist the assigned Account Manager on customer accounts based on strategic importance to DMSi, size/complexity, or to address specific engagement/satisfaction issues. The Account Associate is integral to DMSi's commitment to service excellence. This entails collaborating with customer personnel to establish tailored service plans for each assigned account, ensuring that all customer needs and requirements are thoroughly understood and met. If appropriate, the Account Associate will assist in the transition of accounts to the appropriate contact within DMSi at the conclusion of the service relationship. This position may work on engagements where other DMSi staff also provide services. The Account Associate will be responsible for staying abreast of all customer service issues and developments and act as a contact for the customer, and coordinate communication with any other members of DMSi, as appropriate. The Account Associate will also participate in customer training, and internal training and provide support for other teams/departments as needed. This role will actively seek opportunities to enhance efficiency and expand the knowledge base related to delivering exceptional services to customers, ultimately driving increased customer value. The Account Associate will be responsible for maintaining a schedule of customer contacts and providing internal status updates.

RESPONSIBILITIES AND DUTIES:

1. Establish and maintain positive customer relations in order to complete service objectives through a combination of on-site and remote meetings/communications.
2. Good project management and communication skills utilizing DMSi methodology, including status reports and service deliverables, including information for billing (where appropriate)
3. Collaborate with customers to establish tailored service plans that comprehensively address their unique requirements.
4. Identify opportunities to enhance efficiency and expand the knowledge base related to delivering exceptional services to customers, ultimately increasing customer value.
5. Coordinates with the customer and other service team members to ensure customer issues are appropriately addressed.
6. Assist with internal projects such as improvement initiatives.
7. General understanding of DMSi's core and productivity solutions

KNOWLEDGE, SKILLS, AND ABILITIES:Good knowledge of and ability to apply ERP System concepts; understand business process, and accounting principles and procedures as it relates to the storage, retrieval, and conversion of data

Excellent verbal and written communication skills

Advanced analytical, logical, research, and problem-solving skills

Ability to positively interact with all levels of the company and with others outside the company

Ability to maintain a high degree of tact, professionalism, and confidentiality

Ability to operate primary office equipment and computers

Ability to adhere to organizational policies and procedures

Ability to travel as needed, including air flight and car rental

EDUCATION AND EXPERIENCE:Bachelor's degree in Accounting, Supply Chain Management, MIS or equivalent work experience

WORK ENVIRONMENT & PHYSICAL DEMANDS:Normal office environment with the use of computers and telephone systems; no unusual physical demands

Due to the nature of data services, work may occur outside of normal office hours and require a flexible schedule to manage the workload.