Client Account Manager II

Responsible for overall management of our top tier accounts and taking a leadership role in developing mutually beneficial working relationships, achieving account growth, and furthering the success of both the client’s and Cass’ business through very complex system enhancements, process improvements, and training to facilitate the client’s full utilization of Cass services and products. Provides clear direction to all internal staff concerning client processes.

Offers guidance to client account representatives regarding day-to-day client needs, inquiries and prioritization of tasks as needed.

• Independently manages all of the service activities with our largest customers and communicate verbally and in writing such that an authoritative relationship is developed.
• Possesses a thorough understanding of all of the services and tools that Cass provides for the purpose of communication and demonstrating them to our customers and making recommendations to improve processing efficiency and quality.
• Demonstrates the ability to coordinate the assignment and management of customer priorities.
• Thoroughly analyzes issues and requests including technical changes to processing systems and clearly communicate solutions to customers.
• Creates and maintains a detailed project log to track system enhancements and account related process improvement activities.
• Ensures the successful delivery of new solutions according to customer needs and objectives.
• Keeps superior, appropriate internal resources, and customers informed of significant issues on a timely basis.
• Acts as a positive representative of the company, both internally and externally, in accordance with written principles of the organization without direction or oversight from management.
• Shares knowledge of duties and clients with fellow employees. Help train and mentor fellow employees.
• Other duties as assigned.

• Proven top performance and success in developing relationships with all levels of an organization, including key decision makers, able to work independently and in a team environment, taking a leadership role internally and with assigned client base.
• Experience in delivering polished formal presentations in a corporate environment.
• Strong, well-developed interpersonal and communication skills to maximize client engagement and develop a positive working relationship, as well as the ability to work effectively with other departments of Cass.
• A high level of analytical skills to process client inquiries, evaluate client requests and procedures and implement as appropriate, and to understand the client’s operational and data processing systems, etc., to meet client needs in a way mutually beneficial to both client and Cass.
• An ability to successfully manage complex, strategic projects and client implementations that span organizational boundaries. The programs/projects typically involve multiple, dependent projects that must be managed to a high level of execution providing the desired project results.
• Solid organizational skills including attention to detail and multi-tasking skills with a proven ability to drive projects forward.
• Proficient in Microsoft Office suite with focus on Excel (pivot tables/VLookups).
• SQL knowledge may be required for TIS division.
• A strong ability to communicate effectively, both written and verbally at all levels.
• Ability to travel up to 25%.

• A technical level of knowledge normally acquired through completion of a bachelor’s degree in business administration, data processing, or related area or equivalent experience.
• 4-6 years of progressively complex systems experience in a technical or customer service environment.
• 4 years of high-level account management experience with dedicated accounts.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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