Customer Support Account Manager

Positions: Customer Success Account Manager

Job Summary

The Customer Success Account Manager owns the Customer relationship and serves as the primary point of contact to our Customer. Driving communication between the Customer and internal Quiet Platform teams, the Account Manager is the overall business interface for the Customer internally, driving forecast optimization, SLA and KPI adherence, issue remediation, project management, and execution of assigned action items to provide “best in class” services in a timely fashion. They lead & resolve issues independently, understand all facets of the customer contract, and ensure customer expectations are met. The Account Manager is a self-starter who will lead through influence.

Responsibilities

• Accountable for Quiet Platform’s resolution and communication on common daily inquiries such as outbound order status, purchase order status, account questions, billing, new product initiatives, and other ad hoc projects
• Organize and communicate with Customer Success associate and internal teams to prioritize and complete tasks requiring attention for each client’s portfolio
• Accountable for cross-functional teams’ root cause issue analysis and remediation along with issue resolution
• Ensure client’s priorities come to resolution in a timely manner and provide follow up with context on results
• Coordinate client site visits with the Customer Service team as needed.
• Escalate issues for resolution as required to ensure the customer promise is upheld; represent the organization to clients and serve as conduit between the two; hold the organization accountable for resolution
• Strive for 100% client retention, renewals, and look for opportunities to upsell and enhance client satisfaction
• Utilize CRM and other software tools to track Internal and External KPIs, report, and make recommendations on solutions to partners
• Owns client relationship and contract for assigned clients (Tier 1, 2, 3)
• Completes any necessary adjustments to client contracts, including amendments and PCFs
• Responsible for deep understanding of clients’ contracts, SLAs, and KPIs to ensure client expectations are met internally and to support overall client satisfaction
• Schedules and leads all Weekly Business Review meetings with a proactive approach to performance monitoring, forecast accuracy and trends, special projects, and outstanding issues (include path to remediation and resolution dates)
• Drive & own overarching project timeline & goals; partner with the Customer Service team as they build out the operational project plan associated with those project(s)
• Acts as clients’ supply chain expert; knows clients’ brand and their pain points; thinks critically and offers strategic solutions to support future growth and mitigate issues

Qualifications

• Ability to effectively handle conflict and hold individuals accountable to client performance expectations
• Strong problem-solving and troubleshooting skills
• Good working knowledge of Google sheets (formulation and pivot table capabilities)
• Bachelor’s degree in business, Public Relations, Marketing, Supply Chain, or related field
• 3-5 years of relevant work experience required
• Strong customer service orientation
• Basic knowledge of Microsoft Office, Slack, HubSpot and Google Suite
• Maintain a positive attitude
• Basic understanding of records, inventories, and other routine documentation used in the warehouse.
• Ability to handle tight deadlines and scheduling requirements
• Excellent verbal and written communication and organizational stills

Pay/Benefits Information

• Actual starting pay is determined by various factors, including but not limited to relevant experience and location.
• Subject to eligibility requirements, associates may receive health care benefits (including medical, vision, and dental); wellness benefits; 401(k) retirement benefits; life and disability insurance; employee stock purchase program; paid time off; paid sick leave; and parental leave and benefits
• Paid Time Off, paid sick leave, and holiday pay vary by job level and type, job location, employment classification (part-time or full-time / exempt or non-exempt), and years of service. For additional information, please click here .
• AEO may also provide discretionary bonuses and other incentives at its discretion.

About Us

Quiet Platforms - a wholly owned subsidiary of AEO, Inc is growing! We are experts at enabling brands to achieve their full potential. We take a very purposeful and principled approach to building supply chain services that enable the future. From our expert leadership to our highly capable and specially trained associates, the entire Quiet Platforms team is passionate about delivering exceptional value to our customers. Quiet Platforms is FAST. For our associates, clients, and customers, we build our business and community by being…

• Trusted through actively hearing others and fulfilling our commitments. We connect through transparent communication and a willingness to help.
• Futuristic Thinkers who solve for tomorrow’s problems and deliver what’s possible today. We challenge the status quo to make it better, simpler, and faster.
• Swift to act while getting the job done right. Being first is important but we strategically control our velocity based on needs.
• Accountable for our actions and decisions to provide peace of mind. We admit when we are wrong and strive to make it right.

Quiet Platforms is committed to an inclusive and diverse workplace community. Quiet Platforms is an equal opportunity employer who does not discriminate on the basis of race, national origin, gender, gender identity, sex (including pregnancy), protected veteran status, sexual orientation, disability, age, or other legally protected status. This applies to all Quiet Platforms activities, including, but not limited to, recruitment, hiring, compensation, training, and performance evaluation.

JOB INFO

Job Identification 205

Job Category : Supply Chain

Posting Date : 2023-07-11T13:33:45+00:00

Job Schedule : Full time

Locations : Devens, MA, United States