Account Manager

Job Description

Job Description

Benefits:

• Employee discounts
• Health insurance
• Paid time off
• 401(k)
• Dental insurance

Account Manager Role at LePrix

The AM will be instrumental in driving operational excellence within the sales function, overseeing critical processes, supporting sales strategy execution, and achieving customer success. You will work closely with senior sales executives who will be depending on you to help with delivering exceptional customer experience and superior service in the industry.

Key Responsibilities:
Ensure overall client success by: 

• Acting as a key point of contact for client inquiries and concerns, providing timely and effective resolutions. 
• Enhance customer satisfaction and ensure operational excellence.
• Keeping clients active and consistently buying. 
• Reduce churned accounts.
• Manage client return requests within standard guidelines.
• Manage account processes and client experience, ensuring satisfaction and meeting goals including growth year over year. 
• Manage monthly performance analysis reports and suggest strategies to improve productivity for each client.
• Gather key performance metrics from clients to ensure meeting their expectations.
• Implement and organize quarterly feedback from clients and report areas of improvement with the team.

Order and Fulfillment Management:

• Manage execution and tracking of orders and desired completion and goals. 
• Ensure the highest service level targets are consistently met to provide clients with best-in-class experience.
• Manage client SLA expectations/targets with the operations team.
• Collaborate with client and internal teams to identify optimization opportunities i.e., order processing and fulfillment strategies.
• Work collaboratively with cross-functional teams to resolve payment, shipment, and fulfillment-related issues.
• Communicate effectively to align departmental objectives and ensure cohesive operations.

Service Level Optimization:

• Managing partnership requirements and making sure terms are met on both sides.
• Ensure the highest service level targets are consistently met by monitoring internal and external key performance indicators (KPIs) and implementing strategies for improvement.

Project Management:

• Identify and organize necessary client projects to provide improvement opportunity with the team.
• Help to improve the overall client experience by collaborating on various projects relating to web development, user experience, IT/systems, operations, logistics & client services.
• Partner with data to identify needed reporting gaps and associated implementation plans to deliver reporting.
• Ensure compliance with all internal standard operating procedures (SOPs); maintain inventory and financial accuracy.

Position and Responsibilities Summary:
The Sales Representative shall serve as Account Manager and is responsible for 

• Overall company performance and profitability
• Account recognized GMV growth QoQ, YoY
• SLA Order Performance
• Active Rate
• Overall Churn < 10%
• Timely Resolution of Open Issues
• Team Collaboration
• Customer Satisfaction
• Account Profitability