Our program management philosophy is to function as an extension of our clients. The goal of our Account Management team is to understand our clients' philosophies, processes, goals and expectations so well that they think like our clients think. We position our Account Managers with the authority and tools so they function as though the client were on site at all times. This allows our company to have a resource on each campaign that ensures we adopt and effectively execute a customer care philosophy that matches our clients'. We place a high value on functioning with integrity and professionalism providing a positive customer experience whether a sale is made or not. Through a combination of systems support, training and performance management techniques, we ensure our agents possess strong product knowledge and customer service skills to seamlessly represent our clients.
The Account Manager is supported by all other positions so they can have direct access to the agents and coaches in order to be close to the action and the authority to make adjustments and changes necessary to make the program successful.