Job Information
Proven IT Support Account Manager in Tinley Park, Illinois
Support Account Manager
Tinley Park, IL (http://maps.google.com/maps?q=18450+Crossing+Dr+Tinley+Park+IL+USA+60487) • IT
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Job Type
Full-time
Description
As a Support Account Manager (SAM) at Proven IT's Strategic Services Department, you will be responsible for providing exceptional customer support and ensuring high levels of client satisfaction. You will serve as a primary point of contact for clients, addressing their inquiries, resolving issues, and maintaining positive relationships. This position requires strong communication skills, problem-solving abilities, and a customer-centric approach.
Responsibilities
Provide prompt, professional, and empathetic assistance to clients, ensuring a positive experience and timely resolution of issues.
Collect and document accurate information regarding client issues, using ticketing systems and/or CRM software to track and monitor case progress based on client needs.
Act as a liaison between clients and internal teams, ensuring clear communication and effective coordination to meet client expectations.
Maintain accurate records of client interactions, issues, and resolutions using internal systems.
Prepare reports and summaries of client inquiries, feedback, and trends for analysis and continuous improvement purposes.
Assist with the Quarterly Business Reviews including prepping documentation, coordination, budgets, and post-QBR assignment processes.
Assist the Strategic Engineer and vCIO teams with the communication and management of assigned clients including throughout projects and implementations.
Consistently reviews and prioritizes tickets and workload
Documents calls and resolutions to ensure continuity throughout the team
Provide annual budget documents and reoccurring budget spreadsheets
Act as an inside sales specialist providing warranty, workstation, and other requested product quotes to customers.
Performs other duties as assigned.
Requirements
Bachelor’s Degree (or equivalent experience).
Proven experience in a customer service or client support role.
Demonstrated organizational skills and attention to detail.
Excellent communication skills, both verbal and written, with a customer-centric approach.
Strong problem-solving skills and ability to think critically in resolving client issues.
Empathy and patience when dealing with challenging client situations.
Ability to work independently and collaboratively in a fast-paced environment.
Proficiency in using CRM software or ticketing systems is a plus.
Familiarity with IT products, services, and technologies is advantageous.
Previous sales experience is a plus.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee uses his/her hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; stop, kneel, or crouch. The employee must be able to lift up to 25 pounds. The employee uses computer and telephone equipment. The employee must be able to sit for long periods of time.
Benefits
GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits through BlueCross BlueShield of Illinois (BCBSIL). Health options include a choice of 2 PPO plans, a High Deductible Health plan and a HMO. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance.
EMPLOYER PROVIDED LIFE/AD&D INSURANCE: After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.
EMPLOYER PROVIDED LTD:Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.
EMPLOYEE ASSISTANCE PROGRAM:All employees may utilize the Disability Resource Services through BlueCross BlueShield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions.
401K PLAN:All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals.
FINANCIAL ADVISORY SERVICES: Proven IT partners with Merrill Lynch to offer financial advisement to all employees. Merrill Lynch financial advisors are available to assist employees at no cost, with their 401k and retirement questions.
PERMISSIVE TIME OFF POLICY:Proven provides a competitive paid time off policy for all full-time regular employees after a 90-day waiting period. Proven IT empowers their employees to work with their managers and team to coordinate all time off. Managers may impose a limit to requests for time off based on performance and tenure.
PARENTAL LEAVE:Proven IT offers a generous parental leave policy for new parents. After 24-months of employment, Proven provides full-time regular employees with 90-days of paid Maternity leave and 10-days of paid Paternity leave. Employees with less than 24-months of service may take the same amount of unpaid time off.
FITNESS CENTER: Proven IT offers a free on-site fitness center at the Tinley Park headquarters office location to all employees from 5:00am to 8:00pm Monday through Friday. Employees utilize the gym equipment at their own risk.
Salary Description
$65,000 - 75,000 per year