Senior Account Manager, MSP Programs
Overview:
The Senior Account Manager, MSP Programs’ primary focus is to manage contractual, strategic, and relationship aspects of the Managed Service Provider (MSP) Program and to expand the Client base by building relationships with Clients Users and Vendor Partners and educating them on the benefits of Knowledge Services’ Contingent Workforce solutions.
Essential Functions:
Program Management- Partner with Knowledge Services’ Leadership Team to develop and implement business plans and strategies to develop and enhance relationships within the MSP Program
- Develop and maintain proactive and constructive relationship with Client Stakeholders by demonstrating an understanding of the business and associated requirements, setting expectations accordingly
- Act as main point of contact for Client Stakeholders
- Provide consultation to Client Stakeholders and/or MSP Team in order to solve MSP Program and account issues, as well as identify potential Client risk and recommend mitigation strategies
- Be the main point of contact for escalation issues involving Client Stakeholders
- Collaborate with Regional Director (RD) and Delivery Manager (DM) regarding the service delivery strategy and organization model for the MSP Program
- Ensure all aspects of MSP Program rules, policies, procedures, and processes are followed and that contractual scope of work, including SLA’s for Client is delivered
- Responsible for delivering reporting, program metrics, SLA’s and presentations to stakeholders as necessary
- Assist in the implementation and execution of strategic initiatives and SOW business
- Accountable for information communicated on the weekly Vendor call
- Responsible for the coordination, facilitation, and execution of Client Business Reviews, Client/Vendor Roundtables, and Strategic Power User Sessions
- Ensure processes and procedures are updated on an ongoing basis for internal PDS and DM’s.
- Provide excellent customer service to Client, Vendors, and Resources
- Collaboratively advance account management development strategy with the Knowledge Services’ RD and Leadership Team
- Responsible for growing the program by evangelizing Knowledge Services, educating Client on our scope of services and solutions while ensuring all aspects of the contract are fulfilled
- Lead solution development efforts that best address Client needs, while coordinating the involvement of all necessary company personnel
- Proactively assess, clarify, and validate Client needs on an ongoing basis to identify opportunity to promote complimentary program solutions
- Establish productive, professional relationships with key personnel in assigned Client
- Build relationships with Vendors to identify growth opportunities
Responsibilities:
- Lead Statement of Work (SOW) project related activities, if applicable
- Partner with Director, SOW Projects on requirements gathering and technical documentation
- Take lead on discussing program benefits with new Agency + Manager + Cooperative Users
- Partner with PDM on first-level escalation (rate increase, Vendor/Resource conflict resolution, etc.)
- Conduct weekly meeting with PDM’s and DM to discuss Program Initiatives and challenges
- Work with RD as needed for additional consulting to resolve issues
- Attend regular stakeholder meetings, including RD as needed
- Assist with unique positions + requests from Client
- Conduct new Resource check ins with Client users within the first 2-6 weeks of beginning the assignment as defined by Program
- Lead weekly Vendor calls
- Manage requisitions, if applicable
- Manage escalated invoice concerns from both Vendor + Client
- Assist with program specific training for team members, Clients, Vendors and Resources as needed
- Partner with Implementation + Operations to onboard/vet interested Vendors, if applicable
- Responsible for the set-up of new Vendors (Vendor list, program specific training, etc.)
- Present business reviews to Client Stakeholders + Agency Leadership as needed, Quarterly or Semi-Annually per Program requirements
- Assist with fiscal year cutover activities
- Provide regular reporting as well as Ad Hoc report requests to the Client + Vendors
- Partner with other teams in the organization for issue resolution
Qualifications:
- Must have 3-5+ years of Program Management/Account Management experience within workforce solutions
- Managed Service Provider (MSP), staffing and recruiting program, employer of record program, Recruitment Process Outsourcing (RPO) program and/or consulting solutions experience highly desired
- Experience with multiple skill labor categories highly desired
- Must be professional and have demonstrated strong commitment to exceptional customer service
- Ideal candidate will be proactive, organized, accurate, timely, and detail-oriented with strong interpersonal, planning, leadership, and time management skills
- Ability to identify and analyze problem situations and develop an effective course of action for resolution
- Proven Client facing and strong relationship building experience required
- Ability to maintain a high degree of confidentiality
- Ability to effectively manage multiple priorities
- Excellent verbal, written, and presentation communication skills
- Proficient in Microsoft Office and Teams, with emphasis on Word, Excel, and PowerPoint
- Government experience preferred
- Travel is required
- Bachelor’s Degree required
Knowledge Services strives to offer an environment that provides our employees with the right balance between work and family.
Perks and Benefits include:
- Remote work flexibility
- Brand new HQ office full of amenities (gym, rec room, coffee bars, bike room)
- Personal, modern work stations with standing desks and top of the line technology
- Mindful environment with touchless door entry and hospital grade air filtration system
- Comprehensive health insurance including dental and vision coverage
- Company funded life insurance
- 401k match program (Roth and Traditional options)
- Established Wellness Program
- PTO & Paid Holidays
DBA Knowledge Services is an industry leader in Managed Service Programs (MSP), Employer of Record / Payrolling Services, National Recruitment, and Staffing Services. We provide outstanding services to major organizations in various industries, including; IT, Healthcare, Entertainment, Media, Federal and State Governments, Public Utilities, Telecom, Manufacturing and more.
As such, Knowledge Services is committed to providing opportunities for growth – in our company, in each team member and in our relationships. We believe titles do not define a person, but provide a framework to each person’s endless potential.Our focus on improving our team, product and processes drive us every day. We are guided by our four Pillars that set the foundation of who we are and how we conduct business: Knowledge, Integrity, Innovation, and Service.
Knowledge Services is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
People with disabilities, veterans, and military families are encouraged to apply.
Applicants with disabilities may contact Human Resources via telephone, e-mail, and other means to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Human Resources Team at HR@knowledgeservices.com or 317.806.6102.