ENVIRONMENT:
OVERSEE every aspect of the client experience as your talents as forward-thinking Account Manager is sought by a provider of cutting-edge Digital Solutions to join its Remote team. In collaboration with the Project team, you will help create and implement a new account, be involved in the day-to-day communication and interaction critical to the monitoring and oversight of a client’s services, as well as the accurate and timely processing of monthly invoices. This role will include supporting customers directly as well as engaging technical resources to assist with technical/complex issues. The role requires a positive attitude, superlative communication skills, excellent command of the English language and the ability to work efficiently in a fast paced and potentially stressful environment.
DUTIES:
The Account Manager will be responsible for partnering with clients ensuring business objectives are met with the goal of increasing revenue & profit.
Client Management -
- Manage overall client relationship, building strong rapport with client and client’s team.
- Introduce initiatives and solutions that grow the client’s revenue and profit.
- Provide governance for contract adherence.
- Set expectations and deliver results accordingly.
- Instill strong business ethics and sense of urgency in a matrixed business environment.
- Work collaboratively across all departments.
- Oversee implementation of projects through closure and ensure client receives appropriate communication.
- Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction.
Strategic Responsibilities -
- Work closely with clients and peers to understand and anticipate their needs.
- Think through and solve complex problems; proactively provide mitigation for future problems.
- Understand and interpret market research, analysis, white papers and data to provide insights to clients to effect positive business changes.
- Stay informed of current industry best practices, working with clients and internal cross-functional teams to apply best practices where appropriate.
Tactical Responsibilities -
- Interpret and understand KPI’s, contracts, and SLA’s.
- Demonstrate innovative thinking and strong problem-solving skills.
- Serve as client advocate within the company as well as company advocate to client.
- Must be able to fully set up customer information in OPACS/ERP.
REQUIREMENTS:
Qualifications -
- Must have a Bachelor's Degree.
Experience/Skills -
- Minimum of 2 years’ experience using a case management system (Salesforce is preferred).
- Previous experience delivering customer service across a diverse portfolio of software products in a SaaS environment.
- Strong demonstrated oversight for handling complex client issues.
- 3PL is highly preferred working with premium brands.
- Background with Continuous Improvement and Project Management is recommended.
- Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook.