Account Services Manager in Houston, TX at Lifetouch Preschool Portraits

Date Posted: 7/20/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Houston, TX
  • Job Type:
    Photography
  • Experience:
    Not Specified
  • Date Posted:
    7/20/2018
  • Job ID:
    3618

Job Description

Primary Duties and Responsibilities

  • Manages and directs account management activities performed by the team (e.g., pre and post Picture Day calls to centers, responding to inquiries, resolving issues) to meet company and host expectations while ensuring professional and timely service.
  • Oversees Account Specialist’s accurate execution of Photographer scheduling (including travel, center assignment in accordance with company guidelines, coverage) as well as equipment and supply distribution.
  • Partners with, and provides feedback to, the Photography and Sales team to foster account relationships, maximize account retention, and drive long term market share growth.
  • Conducts analysis, using reporting and data from account/customer relationship management software system, to evaluate center performance (e.g., end of season results, evaluation by rating, profitability) to enable informed decisions making, in partnership with sales and photography operations, and take appropriate actions (e.g., reassigning photographers, dropping a center).
  • Analyzes data related to center retention and drop reasons (utilizing account/customer relationship management software system) to identify patterns or correlations. Makes recommendations on, and implements, interventions (e.g., training, communication, process) and resolutions.
  • Serve as the point for center/host complex or escalated service issues (e.g., picture quality, picture delivery, Photographer performance issues).
  • Facilitates the decision making process as it relates to late/delinquent payments and initiates the collections process, as needed.
  • Recruits, interviews, hires, and trains office team members, in accordance with company guidelines and processes, to build and maintain a high performing team.
  • Manages the office budget.
  • Communicates and ensures compliance with all company policies and procedures, as well as addresses non-compliance in a timely and professional manner.
  • Manages and leads a team (2 or more full-time equivalents), including providing day-to-day work direction, sharing performance feedback, giving recognition and communicating effectively.
  • Monitors and evaluates individual and team performance.
  • Employs techniques to build teamwork in support of business needs to drive results.
  • Safe-guards all customer, employee and company proprietary and personal information ensuring customer and employee data is kept confidential at all times.

Additional Duties and Responsibilities

  • Assists in the development of photographer schedules.
  • Conducts center visits, as needed, to support account retention efforts.
  • Perform other projects or miscellaneous duties as requested or assigned.

Education

  • Bachelor’s degree in Business, Management or equivalent combination of education and experience.

Experience

  • 5+ years of account/office management.
  • 1 - 3 years managing and leading direct reports, strongly preferred.

Other (knowledge, skills, and abilities):

  • Knowledge of current Preschool programs, preferred.
  • Proficient in Microsoft Office, specifically Excel.
  • Customer relationship management system software use, preferred.
  • Strong communication skills.
  • Excellent interpersonal and collaboration skills.
  • Strong critical thinking and problem solving skills.
  • Strong organizational skills.
  • Detail oriented in the execution and follow-up of work.
  • Ability to manage, prioritize as well as balance and execute against multiple projects/priorities simultaneously, working efficiently.
  • Ability to effectively manage and lead change.
  • Takes initiative.

 Employment with Lifetouch is contingent upon successful results of a criminal background check. Apply now!

Lifetouch is an Equal Opportunity Employer.