Customer Account Manager (Hybrid)

About the role

The Customer Account Manager (CAM) will serve as the primary point of contact with customers, coordinate with operations and contracts analysts, solve client issues, build relationships, and ensure customer satisfaction through responsive communications and timely request processing.

Responsibilities

• Coordinate with Operations and Contracts Analyst to ensure both customer and organizational expectations are met
• Solve client issues when required and build meaningful relationships with the customer
• Continually strive to improve the customer experience by taking ownership of escalated customer issues, investigating, and following them through to resolution
• Ensure that all customer requests are handled with professionalism and within a timely manner
• Collect and consolidate information regarding customer interactions and transactions when requested to facilitate future needs and process improvements
• Ensure that continuous feedback to the customer is maintained on quote and order status (backlog reports, portal updates, reschedule notices, verbal and written communication)

Requirements

• Typically requires a University Degree and minimum 2 years of prior relevant experience or an Advanced Degree in a related field
• Experience in a role that involved addressing customer inquiries, resolving issues, providing support and assistance
• Experience utilizing Enterprise Resource Planning (ERP) software system (ie SAP)
• Experience utilizing Microsoft Office- Excel, Word and PowerPoint skills

Preferred Qualifications

• Demonstrated ability to remain composed and decisive in a fast-paced environment
• SAP Preferred
• Strong business acumen with the ability to prioritize multiple deliverables

What We Offer

• Medical, dental, and vision insurance
• Three weeks of vacation for newly hired employees
• A generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
• Tuition reimbursement program
• Student Loan Repayment Program
• Life insurance and disability coverage
• Optional coverages you can buy: pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Ovia Health, fertility, and family planning
• Adoption Assistance
• Autism Benefit
• Employee Assistance Plan, including up to 10 free counseling sessions
• Healthy You Incentives, wellness rewards program
• Doctor on Demand, virtual doctor visits
• Bright Horizons, child and elder care services
• Teladoc Medical Experts, second opinion program

Benefits

• Medical, dental, and vision insurance
• Three weeks of vacation for newly hired employees
• A generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
• Tuition reimbursement program
• Student Loan Repayment Program
• Life insurance and disability coverage
• Optional coverages you can buy: pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Ovia Health, fertility, and family planning
• Adoption Assistance
• Autism Benefit
• Employee Assistance Plan, including up to 10 free counseling sessions
• Healthy You Incentives, wellness rewards program
• Doctor on Demand, virtual doctor visits
• Bright Horizons, child and elder care services
• Teladoc Medical Experts, second opinion program

Pay

The salary range for this role is 68,900 USD - 131,100 USD. The salary range provided is a good faith estimate representative of all experience levels.

Schedule

This position is required to work in a hybrid schedule with 2-3 days on site as business needs determine.