Client Services Account Manager | Omaha

Ubiquity is seeking Account Manager for our Customer Service business line. This position is responsible for managing client relationships within the global Customer Service organization.

The Account Manager is responsible for fully understanding the client’s brand identity, as well as their short- and long-term goal, expectations and needs. The Account Manager acts as the client advocate and partners with the various internal teams to ensure a successful delivery of service and that we are continuously adding value to the program to foster growth.

The Account Manager requires strong written and verbal communication skills, active listening and the ability to develop and maintain an open and long-lasting relationship, even in difficult and high-pressure situations. Candidates will often be working with large amounts of data, so strong organization skills and attention to detail is a must. The ideal candidate will have experience in call center operations, specifically with financial service or e-commerce programs.

Responsibilities:

• Accountable for managing client accounts within the global Customer Service organization; managing communication and acting as the client’s primary point of contact.
• Fully understand a client’s brand identity, values, and short- and long-term goals and act as the “voice of the client”
• Partner with Operations to successfully execute according to client’s needs and expectations
• Proactively maintain regular engagement with key client contacts in line with client expectations
• Ensure delivery of Client KPIs including day to day service levels, customer experience, quality measures and compliance measures.
• Identify valuable trends and metrics to share with clients to bring increased value to their program
• Prepare and present business reports and presentations
• Continuous identification and implementation of best practice through interaction with the wider team that improve the customer experience and company performance
• Identify further opportunities for services and process improvements
• Occasional domestic and international travel required

Knowledge, Skills, Experience:

• Previous account management or operations management experience in a BPO/contact center environment
• Experience in managing financial services, Fin-Tech, E-commerce, or online health care accounts is preferred
• Strong business acumen and focus on performance excellence
• Demonstrates strong problem-solving skills and sound judgment
• Ability to recommend operational best practices and support process improvement ideation
• Dynamic interpersonal skills
• Strategic thinker
• Excellent verbal and written communication skills. Ability to present information and respond to questions to a varying levels of internal and external partners
• Stellar relationship management skills with ability to deepen relationships and build partnerships across the business and key functional support areas
• Ability to work within a high-pressure environment and maintain a positive and calm demeanor in difficult situations
• Strong organizational and time management skills
• Passion for working in a fast-paced, collaborative environment
• Adept multi-tasker with ability to quickly prioritize tasks
• Enjoys new challenges in a rapidly growing and changing environment
• Intermediate to advanced proficiency of Microsoft Office applications
• Ability to work remotely

We’re made of something different.

We act with empathy and urgency. We treat our clients, colleagues, and community like members of the family. We have grit, tenacity, and perseverance, and a proven track record of meeting and exceeding goals – every person, in every role, for our company and our clients.

What we do.

Ubiquity delivers business process outsourcing and advisory solutions across customer service, technology, and operations. Focused on transforming the customer experience through data, applied science, and an unprecedented passion for people, Ubiquity offers deep industry and practical expertise across four continents on behalf of 200+ brands and counting.

Equal Opportunity Employer

Ubiquity is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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