OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual's global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company's solution at www.onesourcevirtual.com.
** This is not a sales position. Candidates must have experience in managing employee benefits and Workday.
Position Summary/Objective
The Account Manager is responsible for supporting the Employee Services Team. This role is critical to managing relationships with customers in the AM's assigned customer pod. This role may be responsible for supporting Pod Specialist inquiries across multiple sites.
Essential Functions/Duties/Responsibilities
- Manage day to day interactions, business reviews and reporting to customers in assigned customer pod.
- Must have strong research, follow up and communication skills
- Project manage assigned customer projects like Open Enrollment (Liaison with customer, third parties, and service delivery team)
- Assist with other customer pods as needed during peak times
- Respond accurately and timely to customer escalations
- Collect and analyze data to identify and communicate trends both internally and externally
- Partner with Service Delivery Leads to share feedback and customer changes that impact volume or service delivery
- Form strong partnerships with relationship owners across OSV that share customer responsibilities within assigned pod customer group. Examples: Pod Service Delivery Leads and Pod Specialists, as well as organizations supporting Employee Services service delivery (Customer Success, AMS, managed payroll etc.)
- Communicate and participate in lessons learned, discovery, and development exercises with Pod Leadership and Account Managers to ensure consistency and best practice documentation
- Partner with Readiness to ensure seamless transition to production oncoming new business to assigned Pod (activities may include testing, introductory meetings, pod specialist readiness
- Meets or exceeds all performance standards
- Assumes other duties as assigned by Manager
Competencies
- Effective communication skills via telephone, email and in-person
- Must be willing to adapt and display positive attitude
- Ability to work independently and as part of a team
- Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace
- Maintain punctuality and adherence to set schedule with extra hours as needed
- Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues.
- Analytical skills; strong research and follow up skills
- Ability to multi-task
Supervisory Responsibility
This role does not have supervisory responsibilities
Qualifications and Experience
- HS Diploma required
- 5-6 years of account management experience in a contact center environment preferred
- Must display mastery of contact center reporting tools and analysis
- Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc...)
Preferred Skills
- Bachelor's degree preferred
#LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.
