What are the responsibilities and job description for the Account Manager (Contact Center) position at Stafford Communications?
Be the next : Account Manager
Premier NX is the expert in providing Customer Experience (CX) Solutions, Digital Transformation, Fin Ops, Sales Enablement and Analytics & Insights. We are the next evolution for our clients and your career.
Our clients include many prestigious brands in in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As an Account Manager, you will contribute to Premier NX's profitably by managing one of our client's service levels.
Come join us!
Why Work with Us :
We are a place for people who love to help people. We provide customer service to some of the nation's most prominent brands. We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences. Our job is to make a positive impact on a consumer's life, at every single opportunity.
We have a passion for the products we support. We are committed to superior account management and continual improvement. Just as important is our commitment to corporate values.
We are seeking an Account Manager to join our team. This is a work from home position with occasional travel to our headquarters in New Providence, NJ.
SUMMARY :
As the primary point of contact for the client, the Account Manager is responsible for managing the day-to-day operations including planning and adherence to service delivery.
KEY RESPOSIBILITIES :
- Establish and maintain effective relationships with clients, gaining their trust and respect.
- Ensure program objectives are met successfully for clients in support of service levels and growing revenue.
- Deliver on account goals by executing daily, weekly and monthly targets.
- Act as a strategic partner, research industry trends and identify implications that can impact the client.
- Learn and leverage client relationship management (CRM) tools, technology and processes to deliver results.
- Provide consultative support to the client, including writing and documentation, program ideas and value-added initiatives
- Provide meaningful, actionable program specific reporting and analysis.
- Identify and analyze client concerns; take or recommend appropriate action; formulate alternative solutions; and follow-up to ensure accuracy and resolutions.
- Coach and motivate a team of consumer contact center representatives.
- Oversee customer service team to ensure program goals are met.
- Manage team performance by setting expectations, providing feedback, coaching, and delegating.
- Hold regular calibration sessions with client to ensure transparency through proactive communications, and continual improvement of the consumer experience.
Requirements
We Need People Who Are Great at :
Education / Experience :
We offer competitive salaries and benefits including comprehensive medical, dental, vision, voluntary insurance plans, savings and retirement plans.
Together, we can offer endless possibilities! What is next for you?
We are proud to be an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.
