What are the responsibilities and job description for the ACCOUNT MANAGER (CONSULTATIVE ACCOUNT MANAGER) - ELS position at Blackhawk Network?
Overview :
This role will have direct client interaction and will be responsible for the administration and execution of the incentive programs for assigned accounts. As a Client Consultant, you will be responsible for maintaining client relationships, ensuring client satisfaction, and meeting our rigorous standards for client health and retention. The role requires a proactive individual who is detail-oriented, an effective communicator, and committed to excellence. This position reports into a Manager of Client Services.
Responsibilities : Client Management :
Perform as main Point of Contact for assigned client portfolio
Provide accurate and timely responses to client requests.
Arrange and deliver ad-hoc reporting as needed by client
Attend client calls, client business review presentation, and all client related internal meetings.
Responsible for documenting and recapping meetings as well as developing action plans.
Work with client to develop key metrics for success
Schedule, develop and lead business reviews with clients as needed / required
Know the company history, products, and services.
Client Health Management :
Ensure all criteria for achieving 99% client health are met or exceeded.
Demonstrate exceptional performance and high client satisfaction.
Client Retention :
Achieve a client retention rate of 98% or higher through effective implementation of necessary actions and strategies.
Indicate high client satisfaction and loyalty.
Client Satisfaction :
Achieve a VOC (NPS) score of 35 or higher with a minimum client response rate of 21%.
Indicate exceptional client satisfaction and engagement.
Standards of Excellence :
Consistently adhere to standards of excellence documentation and RACI guidelines in all activities.
Data Integrity :
Maintain complete and accurate client information across all platforms, including updated matrices, partner profiles, contacts, etc.
Issue Tracking and Resolution :
Consistently and regularly create cases for TAMs and CAM Support.
Ensure efficient issue tracking, utilization of available resources, and timely resolution.
Client Escalations :
Address all P2 client escalations within 24 hours and include managerial involvement.
Team Engagement :
Always engage in team / department calls and consistently appear on camera.
Contribute actively to discussions.
Advocacy and Accountability :
Hold cross-functional teams accountable.
Effectively advocate for clients' needs and requirements.
Continuous Learning :
Consistently engage and participate in Playvox, LinkedIn Learning, and Elevate sessions.
Meeting Preparedness :
Always be on time, prepared, and ready to contribute to discussions.
Personal Attributes :
Consistently demonstrate a positive attitude, personal accountability, perseverance, and good habits.
Embody the BHN values of being one team, innovative, accountable, and authentic.
Qualifications :
Proficient in MS Outlook, Word, Excel, and PowerPoint
Excellent written and verbal communication skills; organizational skills
Demonstrate initiative and ability to make decisions
Problem solving, analytical and critical thinking skills
Proven presentation skills
Ability to influence cross-functionally
Ability to work in a fast-paced, team-oriented work environment
Background and working knowledge in the following BHN Systems and processes a plus : Hawk Marketplace, Redeem, Synergy, Qlik, Quickbase (Program HQ), CSM Workspace, Quickcare.
Bachelors Degree preferred or equivalent experience.
1 Years Account Management / Client Services Experience
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