Key Account Support Specialist (Remote US)

We are currently seeking candidates for a Remote Full-Time and Permanent role as a Key Account Support Specialist.

The Key Account Support Specialist (KASS) acts as a liaison between Sales, Support and Network Operations, and Key Account Clients by taking the lead to identify and resolve issues, both externally on the client’s end and internally on Virtuance's end, to improve the health and support of our key account clients. They also regularly review account-wide or market-specific issues that may impede image quality or a successful delivery to the client within their Service Level Agreements (SLAs). The KASS is an advocate for the company and for the Client.

The ideal candidate will be detail-oriented, a creative problem-solver, have a keen marketing eye, and can think outside the box while sincerely having our VIP clients' and company's best interests at heart.

Reports To: Key Account Support Manager

Salary Range:

$42,000 - $48,000

DAY TO DAY RESPONSIBILITIES

Ticketing System

• Take ownership of the emails, assigned tickets and communication
• Review and respond to all tickets that come in from the clients within the same business day.
• All communication via email is prompt and professional and utilizes the Virtuance Voice.
• Meet all ticket response SLAs for the team.

Scheduling

• Manually schedule new photoshoot requests or merge project requests as they come in.
• Reschedule any shoots necessary due to equipment issues, Partner mistakes, access issues, or onsite concerns.
• Responsible for reviewing any SLA reports and reporting any SLA scheduling issues to the appropriate teams.
• Monitor the Scheduling queue and ensure all Key Account orders are scheduled within our contractually agreed upon SLAs. Ensure the Key Account Support Manager is updated when challenges arise so they know where to focus their urgency and energy.

Custom Price Quotes

• Be an expert in Virtuance products and services, and assist with providing custom price quotes to our VIP Key Accounts as directed/approved by Sales and the Key Account Support Manager

Test Shoots

• Assists the Key Account Support Manager with custom test shoots, ensuring that all ops teams are aligned with custom shoot notes, onsite expectations, and deliverables and that we've set appropriate expectations with the client.

Data Reporting and Tracking

• Maintain Key Account Issues Tracking Board to track repeated issues and ensure issues are resolved with Enterprise key accounts in a timely manner.
• Keep the project management boards up to date for all enterprise key accounts
• Assist the Key Account Support Manager with account-wide or market-wide reviews, to identify patterns and trends that require internal follow-up, cross-team solutions, or escalation to the client.
• Log vios for tracking any time we receive client feedback regarding image quality or composition concerns

SOP Creation and Maintenance:

• Update and maintain Key Account SOPs in Tettra promptly as our key account partnerships change and evolve on a regular basis, so the Support and Network Operations (SNO) team can troubleshoot issues and provide solutions.

Communications to Photography Management Team:

• Identify needed changes to key account training materials as client expectations, onsite procedures, and deliverables change.
• Communicate market-specific challenges preventing us from meeting our scheduling and delivery SLAs so we can proactively pivot to meet changes in client volume needs
• Proactively escalate repeated patterns of behavior from photographers to the PE team so they can review the partner for additional support or key account-clearance removal if the partner is no longer shooting up to Virtuance or client-specific brand standards.

Meetings:

• Be the voice of our key account clients in various meetings
• Join conference calls between Sales, the client, and the Key Account Support Manager to better understand photoshoot needs/expectations for test shoots and assist with account setup and scheduling in collaboration with Sales for first shoot/test shoot clients.

REQUIREMENTS

• Customer Service Experience: Minimum 1 year of experience is preferred.
• Exceptional at attention to detail.
• Problem Solving: Excellent problem-solving skills are necessary.
• Organization and Follow-Up: Ability to stay organized and follow up on tasks is crucial.
• Written and Verbal Communication: Excellent communication skills, both written and verbal, are required.