1. ACCOUNT MANAGER
JOB DESCRIPTION
The job duties of a Phone Ware/Phone Net Project Manager are to
• Understand the customer’s needs at all times.
o This includes but is not limited to coordinate with the Regional Sales
Managers to understand the daily status and issues associated with each
campaign to make informed decisions. For example:
 Dialer penetration requires adjusting number of reps on a
campaign or no further calling a certain campaign
 Low SPH requires research for understanding on why and being
able to make recommendations on future course of action to yield
higher output.
• Understand the flow of a sale
• Ensure a schedule and responsibility matrix are in place and followed at the
inception of all new campaigns.
o This includes but is not limited to
 work with Regional Manager when opening of a job
 understand who needs to receive the reports internally
 understand the process flow
• Understand the terms of the business agreement and check for appropriate
signatures
o If the contract is not signed, involve Bill Nassir to get approval to begin
calling on the campaign.
• Obtain and analyze daily reports and communicate with the client to discuss
strategies based on the outcome of that data.
o Ensure daily reports are submitted to the client personally (not by the
person generating the reports) including comments.
o Be familiar with the required timing of report submission to each client.
o Understand how the report is factored.
o Be able to enlighten the client on how to decipher reports and other areas
of the business.
• Act as a back up for report generation.
• Communicate with the Quality Department for the purposes of billing.
• Research and resolve customer complaint issues.
• Work with the client to obtain “SPIFFs” and incentives.
o Bill for SPIFFs and incentives.
• Review invoices and check for accuracy.
• Ensure accurate offers are developed and posted.
• Forecast business needs (i.e. when a campaign is scheduled to end) and continue
to “drum up business”.
• Understand the overall order status of gross sales to net sales and pendings.
• Be flexible and resilient and be able to assure the client we can do it they way
“they” need it.
• Consider how the Account Manager can make the client look good to their own
boss.
• Above all, keep the customer happy.
5/30/07