What are the responsibilities and job description for the Customer Support Account Manager position at Cook Medical?
Overview
The Account Manager will be the liaison between customers and cross-functional internal teams, ensuring our solutions are timely and successfully delivered according to customer needs and improving the entire customer experience.
Responsibilities
Education and/or Work Experience Requirements:
The Account Manager will be the liaison between customers and cross-functional internal teams, ensuring our solutions are timely and successfully delivered according to customer needs and improving the entire customer experience.
Responsibilities
- Central point of contact for strategic interactions with the customer for all matters, including non-clinical inquiries, and assist with urgent requests or issue escalations as needed.
- Provide analysis of possible operational efficiencies (including order rejections, order frequency and patterns, freight analysis, GS1 standards, etc.).
- Effectively navigate internal stakeholders (Operations, Warehouse, Customer Support, AR, Product Management, Regulatory) on behalf of the customer to represent their needs.
- Develop a trusted advisor relationship with target accounts, corporate stakeholders, and Divisions.
- Provide published and customized reporting for customer and internal functions.
- Develop and implement strategies to enhance customer experiences by understanding their account needs and determining the most effective ways to fulfill those needs.
- Identify, pursue, and support new business opportunities.
- Work closely with project teams to pilot and implement solutions for target customers.
- Attend meetings (either remote or in person) with the customer to foster the account relationship and bring feedback to the department.
- Facilitate continuous improvement projects relative to assigned accounts.
- Provide direct support to account executive(s) serving as primary account lead at targeted accounts, cross-divisionally.
- Must maintain company quality and quantity standards.
Education and/or Work Experience Requirements:
- Bachelor's degree or experience of such kind and amount as to provide a comparable background.
- 3 years proven work experience as an Account Manager, Key Account Manager, or other relevant experience.
- High analytical skillset, comfortable working with large amounts of data, with extreme proficiency in spreadsheet creation and manipulation
- Able to present, communicate, and influence effectively internally and externally at all levels within organizations, including executive audiences.
- Must have effective communication skills and ability to work in collaborative and independent work situations and environments with minimal supervision.
- Ability to remain calm and receptive in fast-paced situations.
- Experience in delivering client-focused solutions based on customer needs.
- Working knowledge of continuous improvement and project management preferred.
- Proficiency in Microsoft Office software (Word, Excel, PowerPoint, and Outlook).
- Qualified candidates must be legally authorized to be employed in the United States. Cook does not intend to provide sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position
- Ability to travel domestically and provide occasional after-hours support.
- Works under general office environmental conditions.
- Sitting for extended periods.
- Utilizes close visual acuity for working with computers and equipment.
- Must be able to perform the essential functions of the job, subject to reasonable accommodation requirements under the ADA.
