Job Description
TITLE: Service Account Manager
POSITION TYPE: Full Time (W2)
LOCATION: Plano, TX
ABOUT WorldLink:
WorldLink is a rapidly growing information technology company at the forefront of the tech transformation. From custom software development to cloud hosting, from big data to cognitive computing, we help companies harness and leverage today's most cutting-edge digital technologies to create value and grow.
Collaborative. Respectful. Work hard Play hard. A place to dream and do. These are just a few words that describe what life is like at WorldLink. We embrace a culture of experimentation and constantly strive for improvement and learning.
We take pride in our employees and their future with continued growth and career advancement. We put TEAM first. We are a competitive group that like to win. We're grounded by humility and driven by ambition. We're passionate, and we love tough problems and new challenges. You don't hear a lot of "I don't know how" or "I can't" at WorldLink. If you are passionate about what you do and having fun while doing it; tired of rigid and strict work environments and would like to work in a non-bureaucratic startup cultural environment, WorldLink may be the place for you.
For more information about our craft, visit .
WHO we're looking for:
We are looking for a Service Account Manager who will be responsible for, under minimal supervision, serving as the primary customer interface and service program manager. Fully accountable for tactical delivery and execution of Strategic Objectives for assigned customer account(s). Act as Care's key strategic interface with Carrier and Sales account team.
You will be responsible for reporting and forecasting of business performance. You will be responsible for daily customer satisfaction with post-sales support activities for product handling. An individual contributor that is fully proficient in applying established standards; knowledge based acquired from many years of experience in a particular area. Works independently, and is considered a seasoned and experienced professional with adequate understanding of own area. Determines approach to work, and is monitored/supervised based more on a milestone basis and at key deliverable junctures.
Role and Responsibilities:

• Assist in reporting results and forecasting anticipated areas of concern.
• Assist in negotiating Contractual Terms and Conditions with Trade Customers for Reverse Logistics, Seed Stock and Product Performance.
• Assist in negotiating the reduction of penalties associated with product and service performance.
• Improves key performance metrics for internal and external customers by developing a deep understanding of the customers' business.
• Conduct regularly scheduled meetings and ad hoc communications with key personnel in the customer's various business units/operations.
• Applies advanced technical knowledge of departmental principles and procedures.
• Performs work within company and regulatory guidelines.
• Proactively communicate and collaborate with internal stakeholders to gather, analyze and report required/relevant business information.
• Critically evaluate information gathered from multiple sources, translate high-level information into reportable details, and make strategic recommendations to Carrier Partner & Director.
• Provide reporting and consulting support for weekly Carrier quality and reverse logistics calls.
• Takes the lead in improving key performance metrics for internal and external customers by developing a deep understanding of the customers' business & driving action items to resolution.
• Provide Executive Level reporting on device quality, returns/defect rate performance, Carrier KPI/Scorecard efforts, and other initiatives.
• Removes obstacles and proposes alternative ways to meet needs if required in order to deliver exceptional service.
• Champions initiatives which deliver customer satisfaction and promotes the value of direct contact/joint activities.
• Drives accountability to support teams on issues related to development of overall business performance.
• Translates the strategy into a clear direction for the business and engages other teams with a clear direction, goals and targets, and drives tactical execution.
• Virtual team leader for all customer care related matters for assigned customers.
• Cooperates directly with Trade Customers and Account teams relating to Care and product areas.
• Implements, drives and is responsible for all business improvement activities in surpassing KPI's.
• Deploys Care activities agreed in Account plans.
• Responsible for customer support management.
• Contributes to Care services development by gathering New Business Opportunities and Requirements from Trade Customers and Account teams.
• Acts as a Care function lead in Sales account activities.

Required Experience and Education:

• High School Diploma or equivalent with 8-10 years of directly related experience or Bachelor's Degree with 5-7 years of experience is required. MBA preferred.

• 7+ Years Telecom or equivalent experience in electronics industry is a plus.

• Prior experience in service administration and/or customer service preferred.
• Proficiency in MS Office, including Excel, PowerPoint, Outlook and Word required.

Necessary Skills and Attributes:

• Self-motivated individual with the ability to thrive in a team-based or independent environment.
• Detail-oriented with strong organization skills.
• Ability to work in a fast-paced environment.
• Limited supervision and the exercise of discretion.
• Ability to develop and maintain excellent leadership skills including proactive employee, coworker and customer working relationships with all appropriate levels within and outside the company.
• Ability to provide clarification and understanding and to influence others in acceptance and approval of ideas and plans.
• Ability to manage, plan, organize, assign, schedule and prioritize multiple work assignments and projects as directed.
• Must be able to communicate in writing through email and reports, or verbally for internal and external communications at all management and staff organizational levels for both persuasion and/or the communication of technical information.
• Demonstrated ability to research, prepare, analyze and deliver data to support the management of the business.

Physical Demands:
The physical demands described here are representative of those that must be met by contract employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the contract employee is occasionally required to stand, clean, crawl, kneel, sit, sort, hold, squat, stoop, stand, twist the body, walk, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, climb stairs or ladders and scaffolding, talk or hear, and lift up to 20 pounds. Specific vision abilities required by the job include ability to distinguish the nature of objects by using the eye. Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable (90%+) work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity.
Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenge, some language barriers, and project management deadlines. May require working additional time beyond normal schedule and periodic travel.
WHAT we'll bring:
During your interview process, our team can fill you in on all the details of our industry-competitive benefits and career development opportunities. A few highlights include:

• Medical Plans
• Dental Plans
• Vision Plan
• Life & Accidental Death & Dismemberment
• Short-Term Disability
• Long-Term Disability
• Critical Illness/ Accident/ Hospital Indemnity/ Identity Theft Protection
• 401(k)

WHAT you should know:
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. WorldLink is an Equal Employment Opportunity and Affirmative Action employer. All employment at WorldLink is decided on the basis of qualifications, merit, and business need. We endeavor to continue our footprint as a diverse organization by highlighting opportunities for all people. WorldLink considers applicants for all positions without regard to race, color, religion or belief, sex, (including pregnancy and gender identity), age, national origin, political affiliation, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need assistance with any part of the application process should contact us.
This job description is designed to cover the main responsibilities and duties of the role but is not designed to be a comprehensive list of all.