JOB SUMMARY

The account manager is responsible for providing support to external customers, internal teams and other stakeholders, to ensure successful execution and delivery of uniform product programs.  The account manager’s primary focus making sure that the customer is satisfied with both the service and products provided in each step of the process. This role supports customers in partnership with the sales representative handling the account.

ROLE AND RESPONSIBILITIES

• Supports internal teams as the primary point of contact during new customer onboarding and integration and develops long-term partnerships with customers and continually fosters growth of the relationship through proactive communication and reliable execution of customer requirements
• Develops a consultative relationship with customers and executive sponsors
• Manages the internal process of setting up customer accounts and programs which includes: coordinating between teams, setting and communicating deadlines, monitoring the program’s progress and constantly ensuring that the customers’ needs and objectives are being met
• Communicates project progress to all stakeholders
• Manages multiple projects simultaneously and in various stages of development
• Forecasts and tracks key account metrics
• Consistently delivers exceptional client service to maintain a high level of customer satisfaction
• Monitors and analyzes customer’s usage of our product to proactively manage replenishment, ensuring customer has healthy fill rates and product turns

REQUIRED SKILL/EDUCATION/EXPERIENCE

• Associate’s Degree in Business, Communications or related field, Bachelor’s preferred
• Minimum of 5 years account management/customer care experience, delivering client-focused solutions based on customer needs including national / major accounts (e.g. mass, department store, specialty chains, ecommerce and marketplaces)
• Experience presenting effectively to all levels of the organization
• Experience successfully managing multiple projects simultaneously and prioritizing competing tasks
• Understanding of marketing, measurement and analytics, and process for ecommerce product setup and receiving bulk or drop ship orders
• Excellent verbal and written communications skills
• High competency with MS Office (Excel, PowerPoint, Word)
• Experience utilizing digital project management tools such as Wrike, Monday, Smartsheet
• Must be self-motivated and able to thrive in a results-driven environment
• Critical thinking and problem solving skills
• Keen attention to detail and adherence to deadlines

COMPETENCIES

• Service Focus – placing great emphasis on creating customer loyalty be ensuring the highest value of service is always provided and by delivering on commitments to the customer
• Influence and Persuasion – Using tactics to persuade others to take a specific course of action and establishing credibility to sustain the respect of others
• Relationship Building – Developing long-term, professional relationships with others and exceling at building and maintaining friendly interactions, establishing credibility and building rapport with individuals or networks of contacts
• Professionalism – Meticulously adhering to values such as courtesy, respect, honesty and responsibility in all dealing with peers, managers, customers, partners, members of the community and other stakeholders
• Active Listening – Enhancing mutual understanding in communicating with others by expressing genuine interest in the content and meaning of others’ messages. Asking clarifying questions to ensure understanding and to get more information, and rephrasing what is said to check meaning and interpretation
• Time Management – Managing multiple responsibilities by being organized and keeping on top of important and time-sensitive tasks