Senior Account Manager

Job Title

Daily Routine Activities

• Daily communication to technicians to reinforce the safety culture. Aggressively engage in any and all safety incident investigations. Create actions/communications to avoid future recordable injuries.
• Support the completion of active SRs and activities not completed. Help remove barriers for completion as required.
• L&M - Daily WIP & billing (drive linear billing throughout the month). Approve all L&M quotes above set thresholds.
• L&M - Monitor L&M compliance (i.e. labor discounts, parts discounts, quoted & secured GM% etc.)
• PSA - Review estimated vs. actual SSV hours. Review PSA renewals margin expansion.
• Address any external and internal customer satisfaction issues that have arisen.
• Review outstanding A/R balance with SDM (CSA) and discuss action plans for delinquent customers.
• Monitor team schedule to ensure all technicians have scheduled activities for the next day; adjust workforce as required.

Weekly Routine Activities

• Follow daily routine activities.
• Approve time and expense report submissions. Address time sheets that have not been submitted or approved.
• Perform customer touchpoint activities & job site visits (3-5 customers per week).
• Assist in finalizing all PSA bookings (new & renewal). Review all new PSA sales opportunity cost & scope estimates before sales presents proposal. Complete exit process for all non-renewing PSAs.
• Follow-up on open L&M and PSA quotes/opportunities for the following month.
• Lead weekly meeting with TTL, SDM (CSA), SDA (CSAA) to review L&M pipeline activity and balance of SSV planned.
• Identify performance gaps, define actions to address and fortnightly review on progress.
• Analyze manpower needs for TBSV business. Review technician utilization & provide monthly labor & L&M projections.
• Fortnightly recruitment and retention reviews.
• Set & monitor goals for customer account GM delivery.

Business reports required for SAMs to carry out daily/weekly/monthly routine tasks:

• Financial reports:
• PSA and L&M revenue, GM, GM%, PSA backlog.
• Open WIP to monitor progress SDA is making with daily invoicing.
• Exception report (AP, AR, contracts on hold, etc.)
• Monthly recovery report.
• Sales reports: L&M pipeline and quotation summary, on-time PSA renewal report.
• Customer satisfaction reports: days to invoice, SSV on time, NPS.
• Labor management reports: chargeable vs. non-chargeable L&M hours.
• Labor management reports: T&E reports, SSV estimated vs. actual, SSV manpower.