Director - Account ManagementHyosung America, Inc

Hyosung America, Inc

Job Type: Full Time
Location: US

OVERVIEW

Nautilus Hyosung America, Inc. (HYOSUNG) is a world leader in ATM self-service technologies. We have built a reputation for innovation by continually researching, developing and delivering quality ATM products – flexible products that adapt to our changing world and our customers’ changing needs.

JOB SUMMARY:

The Director of Service Account Management will lead the Service Account Management and Escalation teams, and is responsible for the overall relationship with assigned NHA Customer(s) and/or VAR(s) (Value Added Resellers). Responsible for ensuring the Service Account Managers and the Field Service Organization are meeting/exceeding customer expectations related to contractual SLAs (Service level Agreements) on an ongoing basis.

Specific Responsibilities include:

• Managing multiple teams and efficiently using all available resources to achieve objectives
• Mentor and train account manager and account support teams in all aspects of their roles
• Reporting performance metrics internally and externally, including executive level updates, and being accountable for the integrity of the reporting
• Updating internal and external partners regularly with Voice of the Customer, and process and procedural changes
• Reviewing daily/weekly/monthly reports and ensuring any negative trends are identified and assigned to the responsible team for mitigation plans and resolution
• Coordinating initiatives to achieve continuous improvement in service delivery
• Manage crisis or natural disaster events that affect service delivery
• Ensure compliance to customer policies by Hyosung, oversee customer audits of that compliance
• Identify and escalate inefficiencies in the business environment. Collaborate with other NHA business units to solve problems and root out negative influences to quality of service.

Responsible for Account Management and Escalation teams, which primary responsibilities include:

• Principal point of communication between customer and Hyosung Service, bi-directional
• Handling customer service needs to minimize further escalations to NHA or customer Executive Management, identifying root cause and devising strategies to avoid future reoccurrence.
• Manage end to end processes to ensure consistent high quality of customer deliverables from Pre-Sales to Billing to Service Delivery
• Monitor, report on and recommend actions for improvements on all customer metrics

Required Qualifications

• Bachelor’s Degree or equivalent experience
• 5+ years’ experience in Account Management
• 5+ years’ experience successfully performance managing multiple teams
• Analytical skills
• Proficiency with MS office applications
• Create and maintain a positive and cooperative working environment and relationship with both internal and external customers
• Possess excellent written and verbal communication skills
• Ability to navigate in various Data Base applications
• Ability to travel up to 50% of time when requested

Preferred Qualifications

• Experience in ATM or Banking Industry (Vendor or Customer)
• Experience in the service delivery industry

PHYSICAL DEMANDS:

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.

• While performing the responsibilities of the job, the employee is required to talk and hear.
• The employee is often required to sit and use their hands and fingers, to handle or feel.
• The employee is frequently required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
• Employee must be able to lift 50lbs without assistance. May be asked to lift up to 80lbs with assistance of machinery or helper.
• Vision abilities required to perform this job include close vision.

WORK ENVIRONMENT:

While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

• The employee may be occasionally exposed to moving mechanical parts and vehicles.
• The noise level in the work environment is usually quiet to moderate.
• The passage of employees through the work area is average and normal.
• This position is a high-security position, and may pose a risk of exposure to criminal elements. Proper security training and awareness is required.

Nautilus Hyosung America, Inc. recognizes and values the diversity of its employees, customers and business partners.
Equal Opportunity Employer ~ Minorities/Females/Disabled/Veteran



Equal employment opportunity, including veterans and individuals with disabilities.

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