Job Details

Customer Account Manager

Rapiscan Systems, Inc. designs, manufactures and markets security and inspection systems worldwide. Our products range from hand held metal detectors to Real Time Tomography used to inspect baggage, cargo, people, vehicles and other objects for people, weapons, explosives, drugs, money, and other contraband. Rapiscan Systems security and inspection devices can be found in a wide range of locations such as, airports, border crossings, railway stations, seaports and terminals, government and military installations and nuclear facilities.

We are looking for a Customer Account Manager who will be assigned to support large, complex, high risk, recovery or strategic customers. A self-starter with prior experience managing, monitoring, coordinating and following-up on the daily operation of support services, upgrades and deployment for the various assigned customers. Performs a variety of semi-routine tasks involving Service Order (SVO) creation requests, Quote build-up, SOW review, PO Reviews, and Reporting. Interact with customers on a regular basis to ensure their support services are being addressed.

Responsibilities

• Develop and maintain favorable relationships with new and existing clients in order to increase revenue.
• Ensures that organizational goods or services consistently meet client needs.
• May be responsible for providing sales quotations as well as sustaining and renewing client contracts.
• Determines best practices on scoping, planning, cost estimating, and pricing of projects.
• Ensure projects and or service delivery are completed on-time, within budget, and within customer expectations.
• Rebuild client relationship during Program/Project recoveries.
• Able to communicate with customer on Rapiscan products and capabilities.
• Proactively monitors project status or service delivery- financially and execution status.
• Oversees and performs clerical and administrative support tasks.
• Establishes work procedures and standards to improve efficiency and effectiveness.
• Quote submission to customers for service efforts.
• Provide invoicing guidance for the Service Billing to align with project and/or customer contract.
• Verifies monthly Service and Contract Reports to ensure that all billable information is included.
• Prepares and provides a weekly report status of project or customer service delivery to internal or external stakeholders.
• Provides basic statistical analysis of various service data.
• May need to travel to customer locations as needed.
• Available during nonstandard hours to address customer escalations.
• Uphold the companys core values of Integrity, Innovation, Accountability, and Teamwork.
• Demonstrate behavior consistent with the companys Code of Ethics and Conduct.
• It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem.
• Duties may be modified or assigned at any time to meet the needs of the business.

Qualifications

• B.S. degree in Business or Technical discipline preferred.
• Customer Account Management 5+ years experience.
• Project Management Experience 2 years: Project Management Professional (PMP) Certification a plus.
• Technical understanding of security equipment a plus.
• Superior communications skills.
• Superior organization and planning skills.
• Analytical Ability to translate field input into useful failure frequency reports for engineering.
• Self-starter who can manage multi-tasking, multiple customer accounts.
• Proactive, positive communicator with customers and internal colleagues.
• Customer Relationship building skills.
• Experience at working effectively in highly challenging environments.
• Proven ability to interact with senior level management levels.
• Presentation skills Presenting program status to internal and key external customers.
• Responsiveness Provide timely follow-up. In addition, assertiveness to obtain feedback.
• Multi-Tasking Organized Document everything for back-up later.
• Must be well-versed in Excel (Microsoft Project a plus).
• Advanced Negotiation skills Either with subcontractors to get quotes down or amongst departments to make your project a priority.
• Prioritization Ability to assess the situation and deem the right course of action.
• SSI Vetting or Clearance may be required depending on contract.
• Must be available during nonstandard hours (after hours, weekends, and holidays).