Job Title:  Associate Account Manager - Customer Success

Department:  Customer Success

Reports To:  Director, Customer Success

FLSA Status:  Exempt

 

Mission: The Customer Success & Growth team manages mutual success for the Company and its Customers, facilitating customer relationships that are profitable for the company, sustainable, and support the growth and success of our customers. The Customer Success team holds the Quiet Platforms organization accountable to performance metrics and quality of experience standards, and works proactively with Customers to optimize forecasting and shared planning. Customer Success optimizes value creation for both the Company and Customer, continuously evaluating solution performance and improvement opportunities. 

 

Associate Account Manager Role: The Account Manager is the relationship owner and primary point of contact to our Customer, responsible for maintaining a shared plan of action to optimize value for both parties with our products & services and facilitate active communication and problem resolution. The Account Manager is the 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. The Account Manager maintains an internal business plan for the Customer to drive profitability, income growth and retention.

 

Duties and Responsibilities:

Own the business and operational relationship for assigned customers. Be the internal source of knowledge about the customer, with a deep understanding of their business, contacts, contractual agreements, SLAs and KPIs. Maintain the internal business plan for the customer, tracking revenue and profitability, product and service performance, identifying & planning growth opportunities, and maintaining a roadmap of events and activities. Be a trusted partner to the customer, acting as their supply chain expert, representing their business to the company, understanding and actively managing their pain points, and critically planning and formulating strategic solutions to support future growth and mitigate issues. Grow customers’ business through new product and service expansion and operational efficiencies, building business proposals for the customer and negotiating agreements for final approval by customer and the company. Lead Weekly, Monthly and Quarterly 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). Track and traffic issues arising from or with the customer relating to operational performance, solution performance, billing accuracy or other matters, ensuring actions are taken leading to resolution efficiently, and that communication is maintained with the customer and internal stakeholders. Drive an overarching project plan and set of milestones to achieve customer business plan goals, coordinating customer and internal cross functional team members as required. Quality control the accuracy of performance reporting, invoicing and project plan information provided to the customer. Accountable for cross-functional teams’ root cause issue analysis and remediation along with long term resolution. Coordinate, escalate, and communicate with internal teams to prioritize and complete tasks requiring attention for each customer’s portfolio. Accountable for Quiet Platform’s resolution and communication on common daily inquiries such as account questions, billing, new product initiatives, and other ad hoc projects. Ensure client’s priorities come to resolution in a timely manner and provide follow up with context on results. Other duties as assigned.

 

Education/Experience:

Bachelor’s degree in Business, Public Relations, Marketing, Supply Chain, or related field Prior Customer Support and/or Account Management experience 1-2 years of relevant work experience

 

Skills and Abilities:

Conduct oneself with professionalism Strong customer service orientation Excellent verbal and written communication and organizational skills, including presentation creation and delivery Ability to effectively handle conflict and hold individuals accountable to client performance expectations Financial and business analysis, including the ability to formulate and evaluate business cases Basic knowledge of Microsoft Office, Slack, Asana 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

 

Supervisory Responsibilities:

None

 

The above job description is not intended to be an all-inclusive list of duties and standards of the position and

additional tasks may be assigned to employees. Employees will follow any other instructions, and perform any

other related duties, as assigned by their supervisor.

 

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.