Account Specialist

About GrayHair Software

GrayHair Software is an industry leader in postal data intelligence, processing over 125 billion data points annually for the nation’s largest financial, healthcare, and insurance enterprise clients. We specialize in turning massive datasets into actionable business intelligence that powers critical operations across the country.

We are seeking a detail-oriented and proactive Account Specialist to serve as the primary liaison between our clients and their Managed Service Providers (MSPs). In this role, you will manage critical operational tasks, including opening jobs, processing files, updating mail dates, and addressing job-specific inquiries. Your focus will ensure seamless communication and efficiency in coordinating our clients’ MSP relationships, contributing to the overall success of their postal campaigns.

Company Culture & How We Work

• Flat & Horizontal Structure: We foster a fresh, open culture where everyone’s voice matters. You will have direct access to team leads and leadership without rigid hierarchy or corporate barriers.
• Autonomy & Freedom: We give you the ownership and independence to do what you do best. You will be trusted to solve complex problems and drive technical solutions.
• Open Communication: We prioritize continuous, constructive feedback and team collaboration. We stay connected throughout the day via Slack to share ideas and support one another.
• Camera-On Collaboration: We operate as a camera-on culture. Because we value genuine human connection, our team members keep cameras on during meetings to build rapport and ensure active, collaborative participation in our remote work environment.
  

Key Responsibilities:

Job Coordination

• Open, manage, and track client jobs with MSPs to ensure timely and accurate execution.
• Process and verify files received from clients or Managed Service Providers (MSPs), ensuring adherence to quality standards.
• Update and maintain accurate mail dates and delivery schedules across all systems.

Mail Service Provider Liaison

• Act as the primary point of contact for MSP-specific questions and requests related to client jobs.
• Facilitate clear and efficient communication between clients and their Managed Service Providers (MSPs), resolving issues promptly.
• Monitor MSP performance to ensure compliance with agreed-upon service levels and standards.

Client Support

• Answer job-specific questions, providing timely and accurate information to clients.
• Ensure client requirements are effectively communicated to MSPs and properly executed.
• Address and resolve any discrepancies or challenges in job processing or MSP performance.

Data Management & Reporting

• Maintain up-to-date records of job status, MSP interactions, and file processing in internal systems.
• Generate reports on job progress, mail dates, and MSP performance as required.
• Identify trends or recurring issues and provide recommendations for process improvements.

Required Qualifications:

• Strong organizational skills with the ability to manage multiple tasks and deadlines.
• Excellent communication skills, both written and verbal, with an emphasis on clarity and professionalism.
• Experience working with MSPs, managing files, or coordinating operational tasks.
• Attention to detail and a commitment to delivering high-quality work.
• Familiarity with Google Workspace and job-tracking or CRM software.

Desired Qualifications:

• Familiarity with the postal industry, including mail schedules and standards.
• Experience with file processing, including data validation and troubleshooting.
• Knowledge of SaaS platforms or tools for project management.