Account Services Manager, Central or Southeastern US

Career Growth, Flexibility and Collaboration!

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

Position Overview:   

The Account Services Manager is the single point of contact accountable for the delivery of Traditional Hardware and Software Maintenance Services (TS), the management of the customer relationship for assigned accounts, the growth of the services offerings, the continuous improvement on key deliverables and the successful management of contract service level agreements and deliverables within assigned accounts.

Responsibilities: 

Service Delivery and Service Fidelity

• Manage/partner with Entrust delivery team and the customer to ensure successful setup and delivery of contracts within accounts
• Engagement in project implementation planning and delivery plans to ensure success and on-time delivery

• Lead vendor and customers meetings related to TS
• Create, manage and deliver all needed service reporting internally and to the customer
• Ensure customer data integrity for service delivery reporting and billing
• Create and drive a continuous improvement plan on key service deliverables

 Customer Relations

• Lead the relationship for traditional services in partnership with the sales executive assigned to the account
• Prepare and present monthly reports internally and to the customer to review service quality, policies and procedures, discuss customer-specific issues
• Build and enhance an enduring relationship with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements
• Promotes customer confidence in Entrust and Services that will lead to long-term business agreements
• Communicate the scope of service to the customer and explain any out-of-scope services rendered

Financial Management

• Forecast management
  • Monthly forecast and budget management
  • Revenue projections
• P&L and margin management
  • Cost Management and Margin expansion
• TS revenue growth
  • Quarterly audit, scheduled contract reviews

Qualifications: 

Basic Qualifications  

• 5+ years of experience in customer-facing Service or Sales positions
• Demonstrated Project Management excellence
• Expert written and verbal English communications skills 
• Demonstrated interpersonal skills, and the ability to influence customers and key internal stakeholders at all levels
• Excellent analytical skills and a demonstrated ability to use data to make and influence decisions.
• Demonstrated business acumen, as it pertains to the Entrust competitive businesses
• Proficient use of MS Office products, in addition to other relevant IT systems used to drive business results.
• High School diploma
• Must be able to lawfully work within the US and have unrestricted work authorization for US 

Preferred Qualifications: 

• Bachelor’s degree
• Analytical and/or technical experience within a services delivery organization (SDO)
• Technical proficiency on Entrust suite of products
• Demonstrate experience with large customer account management
• Excellent individual and team management skills with responsibility for managing teams of multi-disciplined professionals
• Strong communications skills with stakeholders at all levels
• In-depth understanding of operational service delivery key performance indicators (KPI’s)