Account Services Lead

About This Role

As an Account Service Lead, you will be the primary point of contact for all customer concerns, responsible for managing relationships and all customer communication. You will handle escalations, project management, and problem resolution, ensuring customer satisfaction. Knowledge of Brink’s internal systems is essential for this role.

Responsibilities

• Own a portfolio of customers as a single point of contact for all customer service needs.
• Assume ownership of service and support-related issues to ensure quick action and resolution while prioritizing the customer.
• Monitor customer satisfaction levels to ensure the highest quality of service.
• Prepare, analyze, and manage customer service relationships through service performance reporting, SLA management, and metrics.
• Lead internal groups to evaluate and implement procedural and systematic solutions that meet customer needs while adhering to company strategy and business objectives.
• Build and maintain strong working relationships with various levels of internal and external customers to drive operational improvements and the customer experience.
• Understand unique customer processes and needs, responding to a wide variety of special customer service requests and inquiries.
• Collaborate with cross-functional teams, including sales and operations, to provide deliverables that enhance customer relationships and meet customer expectations.

Requirements

• Excellent interpersonal, communication, and presentation skills.
• Strong consultative, analytical, and problem-solving skills.
• Advanced influencing skills.
• Successful track record of interacting with various mid- and high-executive level leaders within large financial institutions and commercial organizations.
• Ability to manage and prioritize multiple competing projects.
• Advanced change relationship management skills.
• Proficiency in PowerPoint, Excel, MS Products and executive-level communication.
• Advanced Understanding of Brink’s Core Systems: iCash, iINFO, 24SEVEN Portal, Track and Trace, Salesforce, iTrack, CIT Warehouse, BAMS, Service Now, Safe Server, EBS, Brink’s Bridge.
• Ability to work extended hours/weekends, on short notice, to support business needs.

Qualifications

• Bachelor’s degree in Business, Marketing, Logistics or related field.
• 5+ years of experience in customer success, account management, or related roles.

Nice to Have

• Knowledge of key systems and tools relevant to the role.
• Ability to travel on short notice to customer meetings and/or support Brink’s branch operations.

Skills

* Required skills