Now Hiring - Customer Success Account Manager in Devens, MA

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

• Owns client relationship and contract for assigned clients (Tier 1, 2, 3)
• Responsible for deep understanding of clients’ contracts, SLAs, and KPIs to ensure client expectations are met internally and to support overall client satisfaction
• Completes any necessary adjustments to client contracts, including amendments and PCFs
• 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
• Accountable for cross-functional teams’ root cause issue analysis and remediation along with issue resolution
• 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
• Ensure client’s priorities come to resolution in a timely manner and provide follow up with context on results
• Utilize CRM and other software tools to track Internal and External KPIs, report, and make recommendations on solutions to partners
• 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
• Coordinate client site visits with the Customer Service team as needed.

Qualifications

• 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
• Excellent verbal and written communication and organizational stills
• Ability to effectively handle conflict and hold individuals accountable to client performance expectations
• Basic knowledge of Microsoft Office, Slack, HubSpot and Google Suite
• Strong problem-solving and troubleshooting skills
• Maintain a positive attitude
• Ability to handle tight deadlines and scheduling requirements
• Good working knowledge of Google sheets (formulation and pivot table capabilities)
Basic understanding of records, inventories, and other routine documentation used in the warehouse.

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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.
• AEO may also provide discretionary bonuses and other incentives at its discretion.