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Job Field: Office Jobs
Location: Texas

JOB SUMMARY:

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Title: Account Representative I
Location: Texas-Ft. Worth
The Account Representative will serve as the first point of responsibility for assigned accounts and will ensure quality services are delivered to clients throughout the life cycle of the client relationship. This position is responsible for maintaining high client satisfaction through coordination with internal resources to meet all of the clients Hospitality technology needs.

Primary responsibilities include assisting clients with specific requests and escalation needs related to products and services provided by NCR.


ESSENTIAL FUNCTIONS:

Working with Clients
 Work with the Account Executive to maintain a large and diverse client base of up to 10 accounts
 Develop and maintain client relationships at Director level
 Work internally across all business units and product lines to achieve and improve client satisfaction
 Work with the Account Executive to maintain contract compliance and renewals
 Identify and report new sales opportunities with assigned accounts for current and new products to the Account Executive
 Assist Account Executive with sales related functions to include preparation of quotes, presentations, meeting coordination, as needed
 Proactively set and manage client expectations
 Must be responsive to client needs and follow through on all aspects of requests, both written and verbal
 Work with the Account Executive to develop action plans around specific client projects
 Maintain a high level of expertise for NCR products
 Proactively learn new NCR products
 Proactively learn NCR policies around network and data security
 Understand industry issues such as loss prevention, data security, inventory control, and revenue reporting
 Work with customers directly or in conjunction with NCR Consulting to effectively support, plan, and/or execute the implementation of NCR technology
 Maintain an appropriate level of urgency around critical and time sensitive client needs
 Exhibit appropriate level of professionalism and responsiveness both internally and externally
 Track client satisfaction scores bi-annually and work with Account Executive to develop action plans toward improvement
 Work independently to drive results


Support the Industry Business
 Support matrix organization within the industry group (work with Client Services, Support and Development, Accounting and Contracting)
 Seek to resolve escalated issues with minimal impact to company resources
 Achieve individual goals that meet or exceed company vision and goals
 Follow NCR policies and processes and suggest improvement as necessary
 Maintain an appropriate level of urgency in assisting other departments to achieve company and departmental objectives

Communication
 Maintain appropriate level of escalation management and communication to Account Executive regarding client needs
 Proactively participate in effective multi-directional communication, both formal and informal
 Maintain appropriate level of internal escalation to achieve desired client results
 Exhibit appropriate professionalism and competency with written and verbal communication
 Maintain consistent communication with client regarding NCR updates, innovations, public information, compliance or security issues, organizational changes, etc.
 Develop and maintain critical inter-departmental, inter-office relationships to achieve desired results

Financial Analysis and Reporting
 Develop and report on key customer metrics to include financial and customer satisfaction
 Coordinate management and tracking of customer AR to include collections, order holds, hardware returns between the client and the Account Analyst.
 Work with the Account Executive to project and track customer financials
 Track all aspects of client data to maintain the highest levels of data integrity
 Maintain appropriate levels of confidentiality for sensitive client and company data
 Work with the Account Analyst to coordinate new sales order processing using existing company or departmental tools and software standards as necessary.

Other job related duties as assigned.


SECONDARY FUNCTIONS:

 Self-promotion and learner mentality to facilitate personal and company growth; a consistent demonstration of aptitude for the next level
 Support mentorship mentality with peers and cross-functionally
 Ability to influence and persuade to achieve desired outcomes
 Proactively provide bi-directional feedback within the group to foster open communication and teamwork
 Consistently challenge existing processes to improve efficiencies across the group
 Achieve and maintain balance among client set to allow for appropriate work/life balance while still maintaining client satisfaction



REQUIRED EDUCATION AND/OR EXPERIENCE:

 Established history in client management; in a technology or solutions delivery environment preferred.
 Bachelors degree required
 Minimum of 2-5 years of technology implementation experience.
 Established history in service industry, specifically, restaurant operations, franchise sales and/or in a POS vendor environment preferred.


SPECIFIC SKILLS & PROFICIENCY LEVEL:

 Strong analytical, problem solving, and negotiation skills
 Strong interpersonal skills at all levels
 Excellent ability to work cross-functionally through different areas of the organization
 Able to work individually and as part of a team.
 Technology and implementation experience
 Strong verbal and written communication skills
 Ability to get up to speed quickly with proprietary applications and emerging technology
 Computer literate, high level of accuracy and detail oriented.
 Proficiency in MSOffice products including: MSWord, MSExcel, MSPowerPoint, and MSAccess.
 Must be able to handle multiple functions at the same time and maintain good organizational skills.
 High energy and positive attitude
 Schedule flexibility