• BUNNserve Service Account Manager (BAM)

    Job Locations US-IL-Springfield
    Posted Date 6 days ago(10/17/2018 11:34 AM)
    Job ID
    2018-1436
    # of Openings
    1
    Category
    Service
  • Overview

    Oversee and ensure the health of BUNNserve customer relationships.  Work directly with customers to define requirements and deliverables.  Work with BUNN functional areas to ensure requirements are clearly understood and deliverable.  Provide performance reporting to customer and internal stakeholders to ensure performance meets expectations.  Schedule and conduct Business Reviews with key customers.

    Responsibilities

    • Serve as single point of contact for key customers.
    • Work with customers to identify service agreement requirements.
    • Develop and execute service agreements with key customers.
    • Work cross-functionally with Project Team, Dispatch Team, Field Support Team, Invoicing Team and other BUNN functional areas to ensure that customer requirements are clearly defined, understood and that service delivery levels are met or exceeded.
    • Develop and document processes for cross-functional teams.
    • Ensure that processes are maintained, and process owners are engaged.
    • Continuously monitor key performance metrics by customer.
    • Escalate performance issues as necessary.
    • Monitor service income/expense to ensure budget margins are achieved.
    • Participate in development of service pricing by identifying internal and external costs for execution.
    • Conduct periodic Business Reviews with key customers to review performance metrics and service data, including call volumes and revenue.
    • Travel as necessary to end-user locations to manage, support and assist with equipment installation and service projects.
    • Identify opportunities to increase service revenue with existing customers.
    • Interface with BUNN sales team to identify and utilize BUNNserve capabilities to leverage sales opportunities.
    • Monitor and recognize industry trends to identify new service products that support and create sales opportunities.

    Qualifications

    • Bachelor’s Degree or equivalent experience in business environment with a focus on the account management
    • Strong time management and organizational skills with attention to detail
    • Ability to react to unanticipated demands
    • Excellent communication skills
    • Ability to make decisions and work independently
    • Working knowledge of Windows, spreadsheets, databases, project management applications and email
    • Highly motivated and goal oriented with a positive attitude
    • Ability to travel.

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