OneSource Virtual
COBRA Account Manager
OneSource Virtual, Coppell, Texas, United States, 75019
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.
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 skillsProject manage assigned customer projects like Open Enrollment (Liaison with customer, third parties, AMS and service delivery team)Assist with other customer pods as needed during peak timesRespond accurately and timely to customer escalationsCollect and analyze data to identify and communicate trends both internally and externallyPartner with Service Delivery Leads to share feedback and customer changes that impact volume or service deliveryForm 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 withPod Leadership and Account Managers to ensure consistency and best practice documentationPartner with Readiness to ensure seamless transition to production oncoming new business to assigned Pod (activities may include testing, introductory meetings, pod specialist readinessAssumes other duties as assigned by ManagerCompetencies
Analytical skillsAttention to detailCustomer service experienceAbility to multi-taskProfessional communication skillsAbility to work independentlyFlexibleAbility to make decisions utilizing sound judgmentMust value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace; maintain punctuality and adherence to set schedule; have solid research and follow-up skills.Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issuesSupervisory Responsibility
This position has no supervisory responsibilities
Qualifications and Experience
HS Diploma required, bachelor's degree preferredSome travel required
1-3 years of account management experience, in contact center environment preferredMust display mastery of contact center reporting tools and analysisMust value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplaceMust be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues.Ability to multi-taskProfessional communication skillsProficient PC Skills (Microsoft Office, Outlook, HRIS, etc...)Ability to work independently and as part of a teamMust be willing to adapt and display positive attitude
#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.
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 skillsProject manage assigned customer projects like Open Enrollment (Liaison with customer, third parties, AMS and service delivery team)Assist with other customer pods as needed during peak timesRespond accurately and timely to customer escalationsCollect and analyze data to identify and communicate trends both internally and externallyPartner with Service Delivery Leads to share feedback and customer changes that impact volume or service deliveryForm 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 withPod Leadership and Account Managers to ensure consistency and best practice documentationPartner with Readiness to ensure seamless transition to production oncoming new business to assigned Pod (activities may include testing, introductory meetings, pod specialist readinessAssumes other duties as assigned by ManagerCompetencies
Analytical skillsAttention to detailCustomer service experienceAbility to multi-taskProfessional communication skillsAbility to work independentlyFlexibleAbility to make decisions utilizing sound judgmentMust value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace; maintain punctuality and adherence to set schedule; have solid research and follow-up skills.Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issuesSupervisory Responsibility
This position has no supervisory responsibilities
Qualifications and Experience
HS Diploma required, bachelor's degree preferredSome travel required
1-3 years of account management experience, in contact center environment preferredMust display mastery of contact center reporting tools and analysisMust value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplaceMust be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues.Ability to multi-taskProfessional communication skillsProficient PC Skills (Microsoft Office, Outlook, HRIS, etc...)Ability to work independently and as part of a teamMust be willing to adapt and display positive attitude
#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.