Account Manager (Salesforce) (Remote: 2pm - 10pm)

SUMMARY:
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POSITION INFO:

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.