Sr. Enterprise Account Specialist

Overview

The Sr. Enterprise Account Specialist is responsible for managing and improving the client experience by ensuring that all client billing needs are understood and satisfied. This is accomplished through building meaningful relationships, delivering timely and effective communication and promptly responding to and resolving any unforeseen issues. The Sr. Enterprise Account Specialist will be the liaison between their assigned accounts and cross-functional teams to ensure timely and successful delivery of all invoices, pricing and issue resolution for all accounting related tasks.

Responsibilities

• Serve as the primary contact for all accounting and billing inquiries for assigned client accounts
• Understand and manage client expectations and service needs by building and maintaining positive relationships (both internal and external)
• Conduct audit of mock billing, verifies accounting entries for financial processing and reconciles billing discrepancies
• Collaborate with dedicated cross-functional experts to lead investigation into issues and provide quick and effective resolutions
• Ensure the timely and accurate delivery of client communications; document activity in internal CRM
• Identify trends and develop customer specific solutions in collaboration with cross-functional expertise
• Bridge unique client needs with internal expertise to provide creative and appropriate solutions
• Exceed client expectations by introducing and implementing new and developing solutions and service enhancements
• Maintain daily/weekly/monthly Key Performance Indicators (KPIs) for clients and serve as integral contributor to the regular Quarterly Business Review (QBR) process
• Ensure coordination of accurate billing, timely processing of client orders, response to inquiries and scheduling or attending meetings/calls as needed

Qualifications

• Strong analytical problem-solving skills, identifying and resolving unique problems
• Experience in delivering client-focused solutions based on client needs
• Outstanding administrative proficiency and customer service skills
• Strong customer service, critical thinking and problem-solving skills
• Ability to troubleshoot issues and determine root cause
• Resourceful in establishing and nurturing key relationships both internally and externally
• Demonstrated ability to solve problems, determine appropriate actions and complete projects with minimal direction
• Skilled in managing multiple concurrent projects, activities and tasks under time constraints
• Coordinate investigations for customer complaints and ensure Root Cause Analysis (RCA) reports are completed and sent to the client in a timely manner
• Ensure successful resolution of client issues and escalations and provide coaching as needed to mitigate future occurrences
• Act as a senior liaison between the client and internal teams to review issues and resolve challenging problems as needed
• Willingness to perform additional tasks which may be outside of the defined role to grow the business and ensure client satisfaction

 

Requirements:

 

• Bachelor’s degree in Business, Accounting or related
• 5+ years of general financial accounting experience and/or account management
• Advanced Excel skills