Immediate Opening Account Manager Fort Lauderdale, FL

Track Group Inc., a global leader in the provision of advanced electronic monitoring and supervision solutions to the criminal justice/corrections market.  For over 27 years, we have been providing our global clients with the industry’s most reliable location tracking devices, complemented by flexible software, analytics, and app-driven monitoring solutions along with multi-levels of support services.  We have a proven record of success leveraging new tracking technologies to create valuable solutions for our customers and maximize investment returns for our shareholders.

Track Group designs and manufactures the industry’s leading portfolio of GPS tracking devices and alcohol monitoring systems and offers a variety of related software, services, networking solutions and monitoring applications. Our products and services are currently available worldwide and are sold through our direct sales force, as well as through value-added resellers. We provide our products and services to government customers on federal, state and local levels in the US and to international government entities as well. 

General Job Description:  Account Manager-Broward County

A key member of the Customer Service Team, the Broward Co. Account Manager, will report to the Director of Account Management/Senior Account Manager.  The Account Manager maintains close continuous support of assigned accounts to ensure high customer satisfaction and retention through systematic customer contact, training activities, and implementation of new programs requirements. Actively works with assigned accounts to identify growth opportunities through the increased use of Track Group’s continuum of products and Services. Provides programmatic assistance to allow each customer to operate an effective program with high satisfactions levels.  This position is located in Broward Co. Fl., within the customers multiple locations, and occasional visits to the corporate office may be necessary. 

Duties:

·        Develop and deliver presentations and ongoing training on the usage of Track Group’s equipment and software products to ensure customers’ effective and successful use of the programs.

·        Identifies and evaluates ongoing customer training needs and conducts follow-up training as required.

·        Completes, updates, and maintains customer contact information.

·        Coordinates all new sales opportunities with the Sales Representative.

·        Assist Monitoring Center and CSS with host site Technical Support, including training and identifications of areas requiring follow-up training.

·        Identifies and develops relationships with key customer’s contacts at the officer/user level including Officers, Agents, Program Managers and Directors.

·        Provides programmatic assistance to users to ensure long-term usage and satisfaction with the system. Keeps abreast of incidents that require follow-up to ensure timely completion to the customers’ satisfactions.

·        Utilize internal programs for reporting incoming calls, any equipment/software related issues.

·        Assists with billing related administrative issues and price corrections and /or credits. (must be approved by Management).

·        Provides products performance feedback to the Director of Account Management/Senior Account Manager.

·        Maintains customer information files with documentation, including equipment utilization and customer complaints.

·        Maintain adequate inventory levels per contractual allowance.

·        Assist Director of Account Management/ Senior Account Manager in conducting customer. satisfactions surveys. Ensure follow through on problem areas.

·        Provide monthly reports to the respective Director of Account Management, indicating the month’s activities, growth, inventory levels and operational issues, action taken to resolve them, customer personnel and operational changes, field visit reports, online training reports, objectives for the following month, and business expense reports.

·        Responsibilities can include 24-hour support for assigned accounts, either by phone or e-mail.

·        Create and provide exception reports to customers to ensure efficient use of software

·        Providing court testimonials as needed.

Competencies:

·        The candidate must be very detail-oriented, accurate and able to meet deadlines while performing multiple duties.

·         Additional skills and abilities include communication skills and interpersonal skills. 

·        Excellent phone and communication skills.

·        The employee will be working in a fast-paced environment.

·        The employee must be comfortable in performing data gathering and statistical analysis in MS Excel or equivalent programs.

·        This function may require travel to the Company’s various operations/locations.

·        The employee must be able to work collaboratively with multiple departments.

·        The employee must feel comfortable juggling several tasks simultaneously.

Supervisory Responsibilities:

·        None.

 Track Group Inc is an Equal Opportunity Employer and is committed to providing a workplace free from discrimination. All qualified applicants will receive consideration for employment without regard to race, color, age, religion or belief, marital status, pregnancy status, sex, sexual orientation, gender identity, national origin, veteran status, or on the basis of disability.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

 This job description is not designed or intended to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee.  Duties, responsibilities and activities may change, or new ones may be assigned at any time by the company.

Requirements:

·        Excellent organizational, completion and time-management skills.

·        Ambitious and Efficient; works well in a fast-paced environment and is a quick learner.

·        Excellent Communication Skills (internally & externally) promoting teamwork and customer retention.

·        Customer service experience with technical support background preferred.

·        Possess an analytical and problem-solving mindset, with a focus on customer service and attention to detail.

·        Previous experience with Cellular/GPS technology preferred.

·        Technical/Computer Software Proficiency Required. This includes but is not limited to:

o   Microsoft Office.

o   Google Chrome, Internet Explorer Etc.

o   Understanding troubleshooting technical/computer/cellular issues remotely.

o   Experience with IT ticketing systems is preferred.

·        High School Education or Equivalent Required.

·        Bilingual – Spanish Speaking (optional).

·        Organized and detail orientated.

Office Requirements:

·        The position is located at theBroward County Sheriff’s Office and requires travel to multiple locations. Main location will be at 540 bldg.-Pretrial Services 540 SE 3rd Ave, Ste 2420 Ft Lauderdale, FL 33301.

·        Main office hours are 7:30am to 4:00pm Monday to Friday.

·        Dress Code is business causal.

·        Generous amounts of time away from work to promote a healthy work-life balance. We offer unlimited paid vacation days in addition to observing 12 major holidays per year.

·        Access to Medical, Dental and Vision insurances with a company contribution for you and any covered dependents.

·        Life Insurance, Short-Term Disability Insurance and an Employee Assistance Program provided to you at the company’s expense.

·        Ability to contribute to a company sponsored 401(k) retirement plan with a company match on your contributions.

·        Opportunities for growth along our clearly defined Career Path, including mentorship and leadership development programs to help you achieve all of your professional goals.