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NAO Lead Account Manager - Irving, TX (Job ID 2112973)

Birmingham, Alabama

Category Customer Service
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Company Overview:
At ADT Commercial, we are in the business of helping people and organizations to protect what matters most to them. Building upon ADT’s 145-year legacy, we secure the livelihoods and futures of critical commercial environments, retail location, educational campuses, healthcare facilities and financial institutions across the U.S. as an industry-leading security, fire and life safety systems integrator. We strive to have the most experienced and technically trained and talented teams in the industry, driven by excellence at every turn. At ADT Commercial, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of ADT Commercial, you’ll have the opportunity to be a part of that difference every day. With more than 300 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.adtcommercial.com or follow us on LinkedIn and Facebook.
Position Summary:
Manages the coordination of the installation of systems within a specified geographic region(s) or specific customer(s) sold by National Account Sales. Assist their Regional Team in meeting the backlog turn goals for Installation Revenue, RMR revenue, and meets sold margins. Works with the Installation Teams or Sales Teams to get change orders and meets overall National Account Customer Satisfaction targets. Mentors other team in the understanding of managing all phases of an installation including scopes, permits, scheduling, milestone management and close out processes.
Essential Duties And Responsibilities include the following. To perform this job successfully, the Lead Account Manager may be expected to perform some or all of the duties listed, and other duties as assigned.
  • Work with the installing resource and other ADT/P1 departments to research and resolve customer issues.
  • Work with Installation Account Managers (IAM) to identify and correct job cost overruns to meet sold margins.
  • Manage dedicated high profile accounts
  • Manage construction projects
  • Manage a group of with Installation Account Managers (IAM) processing job closeouts within 24 hours of receipt of all documentation
  • Work with Installation Account Managers (IAM) to review and update their backlogs to ensure all notes are up to date and keep all jobs progressing to the Customer’s expectation.
  • Onboard new NA customer’s and work through Scope, Test sites, and project schedule creation and rollout.
  • Ensure that all customer correspondence is responded to or forwarded to the appropriate department within
  • 24 hours of receipt in the department.
  • Track statistical information as needed for the department and compile data into reports that are submitted to management in a timely manner.
  • Conduct communication meetings with External and Internal Customers on a regular basis to ensure that changes in policies, procedures and standards are disseminated in a clear and concise manner and are understood by everyone.
  • Handle escalated customer calls as needed.
  • Maintain external and internal client satisfaction.
  • Prepare formal correspondence in response to customer’s questions or concerns.
  • Complete projects as requested by management.
  • Perform other duties and related work as assigned.
  • Ensure projects are completed on time and within budget.
  • Maintain project efficiency
  • Position may require mandatory overtime when necessary to meet company metrics.
Supervisory Responsibilities:
  • Manage Account Manager(s) to support large National Account Customers.
  • Oversee daily work direction for Account Coordinators.
  • Upgrade and/or enhance supervisory skills by participating in available classes, training, and seminars continuously.
  • Train, coach and mentor Coordinators and Trainees on all duties.
Knowledge:
  • Maintain a strong knowledge of industry and company operations.
  • Knowledge of all sales, installation, billing and monitoring systems which assist managing National Accounts.
  • Basic knowledge of accounting principles and practices.
  • Knowledge of and an advanced proficiency in using Microsoft Office (Word, Excel, Access, Outlook), Internet, and other computer applications.
  • Knowledge of Company policies, procedures, guidelines, and practices.
Skills:
  • Knowledge of Company policies, procedures, guidelines, and practices.
  • Must possess strong organizational skills and the ability to prioritize and maintain multiple assignments.
  • Must have strong project management skills.
  • Must have excellent listening skills.
  • Must have excellent oral and written communications skills.
  • Must be self-motivated and project a professional attitude.
  • Must have excellent teambuilding, customer service, and interpersonal skills.
Abilities:
  • Must have excellent teambuilding, customer service, and interpersonal skills.
  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Ability to compute rate, ratio and percent.
  • Ability to draw and interpret bar graphs.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Physical Demands:
  • While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
  • The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment:
  • While performing the duties of this job, the employee is occasionally exposed to extreme cold, extreme heat and risk of electrical shock.
  • The noise level in the work environment is usually moderate.
  • Work hours as required to support company metrics.
Minimum Qualifications:
  • High School Diploma or General Education Degree (GED) and three years experience working on security related projects to include three years of construction experience related to the CCTV, Intercom, IDS and access control system industry.
  • Minimum of one year of Management and/or Supervisor experience required. Bachelor’s Degree preferred.
Certificates, Licenses, Registrations:
  • Must possess a valid driver’s license.
  • May be required based on requirements of certain State and local regulations
ADT Commercial LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.

Location:

Birmingham, Alabama

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