Account Manager Specialist- CCE

BASIC PURPOSE:

The Account Manager Specialist (AMS) provides high-quality support to existing clients while overseeing key operational processes that ensure smooth and efficient service delivery. Acting as a primary point of contact, the AMS builds and maintains strong relationships with school partners, addresses client needs, and collaborates with internal teams to resolve issues promptly. This role requires exceptional organization, attention to detail, and communication skills, along with the ability to work independently and contribute to special projects as needed.

ESSENTIAL FUNCTIONS:

1. Serve as the primary point of contact for assigned clients, delivering responsive, high-quality customer service and building strong relationships to ensure satisfaction and retention.
2. Manage the full lifecycle of the Individual Service Agreement (ISA) process, including tracking, documentation, submission, and compliance monitoring.
3. Communicate proactively with internal teams (Special Education, Substitute, Sales, and Account Management) and external partners to gather and verify information, resolve issues, and meet school needs.
4. Provide clients and internal users with access, training, and ongoing support for Red Rover, the organization's staffing platform.
5. Respond promptly and professionally to client inquiries and service requests via phone and email.
6. Maintain accurate and up-to-date client and school profiles, ensuring internal systems reflect current service and contact information.
7. Partner with internal teams to compile and deliver client-facing reports related to service provision, fiscal data, and staffing updates.
8. Track and meet deadlines for multiple projects while maintaining strong attention to detail.
9. Exercise sound judgment, discretion, and independence when handling sensitive information and managing tasks with minimal supervision.
10. Uphold a positive, solutions-oriented approach in all client and colleague interactions.
11. Collaborate across departments to support special assignments, projects, or operational initiatives as directed by leadership.
12. Other duties as assigned.

Must have the ability to perform the essential functions of the job with or without reasonable accommodation.

QUALIFICATIONS:

• 2+ years of office or administrative experience (including data entry)
• 3+ years of customer service experience, preferably in a client-facing role
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint) and Google Workspace tools (Docs, Sheets, Forms)
• Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment
• Excellent written and verbal communication skills
• Proven ability to build and maintain positive client relationships
• Strong problem-solving skills and adaptability to changing business needs

Education: High School diploma or equivalent required; Some college preferred or any equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Company equipment(laptop, monitor, keyboard, mouse headset) will be provided directly to you for use during employment.

Benefits

Cross Country offers a competitive compensation, benefits, and wellness program, including Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Voluntary Insurance, 401(k) plan, Tuition Assistance, and Pet Insurance. The company offers a variety of Wellness options through Burnalong, which offers a robust online platform of classes and programs as well as local gym access.

Cross Country is an Equal Opportunity Employer (EOE) - Veteran/Disability


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