We are seeking an Account Manager to join our team managing a food products account. This is a work from home position with occasional travel to our headquarters in New Providence, NJ.<\/p>\n
As the primary point of contact for the client, the Account Manager is the consultative advisor to the client, responsible for implementing best practices, dedicated to continual program improvement. They manage customer service teams and are responsible for managing the day-to-day operations including planning, adherence to service delivery and quality<\/p>\n<\/div>
Key Responsibilities <\/p>\n
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\n- Establish and maintain effective relationships with clients, gaining their trust and respect.<\/li>\n
- Provide consultative support to the client, including writing and documentation, opportunities to utilize technology and value-added initiatives<\/li>\n
- Act as a strategic partner, research industry trends and identify implications that can impact the client.<\/li>\n
- Leverage internal resources to ensure a successful program (e.g., HR, Workforce Management, training, IT, etc.)<\/li>\n
- Ensure program objectives and service levels are met <\/li>\n
- Deliver on account goals by executing daily, weekly and monthly targets.<\/li>\n
- Leverage CRM tools such as Emplifi, Salesforce, Zendesk, and AI technologies to deliver results.<\/li>\n
- Provide meaningful, actionable program-specific reporting and analysis using traditional and BI tools.<\/li>\n
- Identify and analyze client concerns; take or recommend appropriate action; formulate alternative solutions; and follow-up to ensure accuracy and resolutions.<\/li>\n
- Coach and motivate a team of consumer contact center representatives, supervisors, and other team members, working remotely.<\/li>\n
- Oversee customer service team to ensure program goals are met, including quality standards, data accuracy, training and service delivery<\/li>\n
- Manage team performance by setting expectations, providing feedback, coaching, and delegating.<\/li>\n
- Hold regular meetings and calibration sessions with client to ensure transparency through proactive communications, and continual improvement of the consumer experience.<\/li>\n<\/ul>\n<\/div>