Account Management Department Lead

Posted May 7, 2024

Who we are:

At Syssero, our aim is to enhance companies’ Workday® solutions so they can empower their people. We maximize our clients’ Workday® investment and ensure it’s built to evolve with them. As the only employee-owned Workday® firm in the industry, and as such we have an unparalleled investment in our clients’ success. Our resource teams are made up of seasoned Workday® specialists dedicated exclusively to individual clients.

Our company culture is extremely important to us and we believe that our core values: Empowerment, Integrity, Protection, Diversity, and Balance, are what make our culture unique.

Summary:

As the Account Management (AM) Department Lead, you are tasked with overseeing and optimizing Syssero’s portfolio of client relationships to ensure satisfaction and drive business growth. The AM Department Lead will manage a team of account managers, navigate client escalations, and provide strategic direction to ensure the delivery of exceptional service and value to our clients. The AM Department Lead takes ownership of critical AM Business Processes, Monthly KPIs, and weekly Scorecard items and attend and contribute to Syssero management meetings and board meetings.
In addition to the department level managerial and leadership responsibilities, the AM Dept Lead will be assigned a set of clients. As an Account Manager for a client, we expect C-Suite oversight and client relationship management, contract administration, extension and termination of services, pricing administration and budget oversight, billing accountability, issue, escalation and concession approval, steering committee meetings, roadmap strategy, T&M/LEAP to AMS conversion, 1099/T&M Department responsibilities. This helps to ensure Syssero’s clients are proactively managed on an ongoing basis and provides insight into Syssero’s client satisfaction. This role also ensures macro-level management of client contractual agreements and obligations to ensure maximum customer satisfaction and revenue generation.
Outside of regular department activities, you may be pulled into mini projects related to various Syssero Inc business needs in alignment with your passions, strengths, growth opportunities, and overall needs of the company. The employee will demonstrate an overall average rating of 3 or higher in the interpersonal skills defined below. The Account Manager will connect with their management team to develop Quarterly Rocks (personal and department goals) that will help develop their professional skills and further their career. Successful and timely completion of Personal and Departmental Rocks may impact merit bonuses, eligibility for promotion, and more.

What you’ll do:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions:

  • Customer Satisfaction- Ensure 96% and above on all assigned accounts.
  • Customer Retention on Owned Accounts- 90% retention QoQ not including clients who have rolled off in good standing/for a true lack of need. This includes AMS, LEAP, and TM contracts.
  • Contract Renewals/Project Expansion/Upsell – Identify opportunities within current contracts for upselling or cross-selling products and services
  • 1099/T&M Upsell- If the client has a need, log the need/mark as a win/loss and measure success rate based on total # of opportunities won. Proactively pursue 1099 leads/generate new work from existing accounts
  • Escalation mitigation with a focus on minimizing concessions- Less than 120 hours concession YTD/~20 hours per quarter per Account Manager. Reasonable concessions considered to not impact bonus payout. I.E. items that truly could not have been prevented, concession requests that existed prior to AM standup.
  • Direct and oversee Account Management staff to ensure that they are motivated and trained to carry out their responsibilities to the required standard.
  • Drive staffing, training, goals, and performance evaluations for the department.
  • Delegate responsibilities to ensure staff members grow as capable participants.
  • Develop internal staffing strategy for program expansion and career paths for exceptional Account Management employees.
  • Align work with strategic goals. Conduct cost-benefit analyses. Demonstrate knowledge of market and competition. Display orientation to profitability. Understand business implications of decisions.
  • Develop team’s skills and encourage growth. Include team in planning and is readily available when needed.
  • Provide direction and gain compliance.
  • Provide regular performance feedback. Take responsibility for the team’s activities.
  • Define responsibilities and expectations, encourage training and development, motivate for increased results, recognize contributions, and set goals and objectives.
  • Adherence to internal/external Syssero Standards
  • Assist or own departmental projects as requested
  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

What we bring to the table:

Besides all the awesome benefits and perks that we offer – we also take pride in being an employee-owned business with a unique culture that reflects our commitment to transparency and true work-life balance. We have created an environment where employees can thrive both professionally and personally because we also care about you and your families. Embracing diversity and inclusivity, we prioritize a supportive workplace where everyone’s contributions are valued and celebrated:

  • Employer-paid medical, dental, and vision benefits
  • 401k match
  • Competitive pay
  • Profit sharing program (PSP)
  • Flexible work time
  • Unlimited PTO and 12 floating holidays
  • 100% remote
  • $600 per year to purchase what you need for your remote set up
  • $75 per pay period for cell and internet allowance
  • Learning and development plan
  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

Affirmative Action/EEO statement

Syssero is an equal opportunity employer. At Syssero, we don’t just accept differences – we celebrate them, support them, and thrive on having them for the benefit of our employees, our services, and our community. Employment at Syssero is based solely on a person’s merit and qualifications directly related to professional competence. Syssero does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

It is Syssero’s policy to comply with all applicable national, state, and local laws pertaining to nondiscrimination and equal opportunity. The Company’s EEO policy, as well as its affirmative action obligations, includes the full & complete support of the Company, including its Chief Empowerment Officer. Because it’s just the right thing to do. We hope you think so, too.

Physical demands

  • Prolonged periods of sitting at a desk and working on a computer.

Travel required

  • <25% travel. Regular travel consists of at minimum two, in-person, all staff events, one of which is required to attend in person. The location of these will vary depending on agenda, number of staff, and the ultimate goal of the event. Travel will be overnight for multiple nights. In addition, there may be client-related travel or other Syssero related travel as needed. All arrangements are company paid.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.