Account Manager Lead - Remote

Make a difference. Be happy. Grow your career.

The Account Manager Team Lead in our Client Operations group will be a key role focused on managing and developinga team of Account Managers. The Team lead role will be a central contact for account manager performance and process improvement and a liaison with other Nordic business areas to enable consistency and world class service to our end clients. This position is a critical part of the Client Partnerships leadership. This role will be solving problems in the spirit of Nordic's maxims and providing operational support to multiple groups while managing account managers.

The Account Manager Team Lead will have the following key responsibilities which include, but are not limited to:

Job Responsibilities

• Manage a team of Account Managers to ensure optimal service delivery internally at Nordic and externally to our end clients
• Mentor, train, and develop team members in all aspects of the Account Manager role with an emphasis on creating a culture that serves the organization with flexibility and collaboration
• Monitor team performance and compliance with KPI's
• Provide excellent service through creative problem-solving in addition to timely and professional communication
• Champion best practices for workflow and processes
• Initiate ongoing process improvement and support for the Account Manager role
• Create and maintain sales support policies, processes, and procedures and ensure team compliance with internal processes to maintain relevant customer details such as business opportunities, client contacts, and communications
• Function as a key liaison to other Nordic business groups such as Billing and Reimbursement, Consulting Services, Contracts, Nordic Business lines, IT, and Client Partnerships in general.
• Assist with the Account Manager coverage model utilizing backups and clear communication when outages are going to occur
• Serve as a central point of contact for bandwidth and Account Manager capacity
• Participate in internal process improvement initiatives
• May be required to function as an account manager to support the sales process
• Work on projects that may be assigned on an ad hoc basis and assist other initiatives as necessary, directed, assigned, or requested

Skills and Experience

• Bachelor's degree or equivalent experience
• At least 3-5 years of relevant experience
• Experience with supporting the sales process
• Demonstrated success in people management and process improvement
• Experience utilizing a strong customer service attitude and skill set
• Excellent communication skills, written and verbal
• Strong attention to detail and ability to organize and prioritize tasks
• Must demonstrate and embody Nordic's maxims
• Able to work well under pressure and within time constraints
• Ability to work independently as well as within a team environment

Additional Details

• Remote position
• Willingness to travel up to 10% of the time
• Must be accessible and available to perform work-related functions at any time, including nights and weekends, as needed