
Operational Account Manager
2 weeks ago
Key Responsibilities
- Own and manage the customer service experience, act as the primary point of contact for customer escalations.
- Own overall operational account(s) health.
- Internal reporting to ensure key SLA and metrics are being met.
- Conduct operationally focused business reviews routinely with Account manager and Client.
- Partner with PMO, Operations Leadership and Supply Chain for deployments, inventory management, and Delivery standards.
- Listen for customer pain points and coordinate the appropriate resources to alleviate.
- Manage issue resolution and risk mitigation.
- Provide quick resolution to client concerns.
- Coordinate with internal operational teams to minimize risks.
- Performance Management.
- Measure the success of each client-facing process.
- Ensure support consistency across assigned accounts.
- Measure performance against SLAs.
- Own and manage the client operational relationship.
- Consistent engagement with key operational contacts at the client.
- Understanding of client's needs and Zones operational offerings.
- Provide oversight into all KPI's being tracked for client and then coordinating operational resources to ensure they are being met.
- Ensuring any client-related issues are properly addressed to the satisfaction of the client.
- Partner with the Regional Resource Coordinator to monitor client contracted SLA's.
- Partner with the Regional Resource Coordinator to assign actions with timelines to internal stakeholders regarding any SLAs that are not being met.
- Ensure account documentation is up to date and accurate.
- Utilize CAM Dashboard daily as well as other reporting elements to ensure key metrics are being met.
- Identify opportunities for account development.
- Constantly assess internal operations; identify and assign action with timelines around Zones process improvements.
- Drive account entanglement through the expansion of operational offerings.
- Manage issue resolution and risk mitigation.
- Coordinate with internal departments and their leaders to provide quick resolution to client concerns through the assignment of actions with timelines to identified individuals in various departments.
- Present action plan for issue resolution to Account Manager with scheduled follow-ups until resolution achieved.
- Coordinate with the Account Manager, client, and key Zones internal operational teams to assure risk mitigation around aging inventory, aging payables, and cycle time optimization.
Requirements
- 3 years of customer service and/or account management experience.
- Demonstrated strong communication and proven ability to resolve complex issues in a timely fashion.
- Ability to work in a fast-paced environment with diverse groups and meeting aggressive deadlines.
- Excellent verbal and written communication skills.
- Experience presenting to top-tier clients.
- Ability to work with little or no supervision.
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