CX Account Management Specialist

What's the job?

The CX Account Management Specialist plays a key role in building and maintaining strong customer relationships while delivering an exceptional customer experience. This role serves as a central point of contact for both internal and external stakeholders, providing timely, accurate, and solutions-oriented support across customer accounts and loyalty programs.

This position requires a customer-first mindset, strong communication skills, and the ability to quickly assess and resolve inquiries while staying aligned with program guidelines. You will partner closely with Sales, Customer Experience, Marketing, IT, and Loyalty teams to ensure a seamless and positive customer journey.

Key Responsibilities

Customer Support & Account Management-

• Deliver best-in-class customer service through phone, email, and chat interactions

• Respond to customer and sales inquiries in a timely, professional manner

• Manage customer escalations and resolve issues related to accounts and loyalty programs

• Serve as a key point of contact for distributors and Territory Managers

• Support onboarding, program registrations, and account eligibility requirements

• Train and guide internal and external stakeholders on program processes

Data Management & Program Support-

• Create, update, and maintain accurate customer account data across systems

• Manage CRM records, including customer interactions, registrations, and claims

• Partner with IT to resolve data issues and ensure system accuracy

• Support rebate and loyalty program processes, including payouts and validations

• Maintain documentation, account structures, and data standards

• Serve as a primary contact for distributor rebate programs and partnerships

Insights & Continuous Improvement-

• Track and share customer feedback and insights to improve programs and processes

• Identify trends, pain points, and opportunities to enhance the customer experience

• Partner with cross-functional teams (Marketing, IT, Business teams) on improvement initiatives

What do you bring?

Education

• Bachelor's degree in Marketing, Business, Statistics, Economics, or a related field preferred

• 1 -3 years of experience in customer service, sales, or account support roles

• Strong customer service mindset --confident, professional, and focused on delivering a best-in-class experience

• Bilingual (Spanish or French Canadian) preferred

Core Skills

• Excellent communication skills (written and verbal)

• Strong organizational and time management abilities

• Comfortable multitasking in a fast-paced environment

• Ability to work effectively under pressure

Technical Skills

• Proficiency in Microsoft Office (Excel, Word, Outlook)

• Experience with Salesforce or similar CRM systems

• Ability to generate reports and analyze data to support decision-making

Critical Capabilities

• Strong problem-solving and critical thinking skills

• Active listening and ability to understand customer needs

• Ability to evaluate processes and identify opportunities for improvement

• Continuous improvement mindset with a focus on efficiency and customer satisfaction

Business Impact

• Ability to identify opportunities to cross-sell products and support sales growth

• Support initiatives to enhance program participation and customer engagement

• Provide recommendations to improve processes, programs, and overall customer experience

What are our perks?

Employees have the flexibility to choose the benefits that best fit their individual needs: -

• Health and Wellbeing – Supporting your wellbeing, to thrive in life and work. -

• Medical, Prescription Drug, Vision, and Dental Insurance -

• Healthcare Saving Account and Flexible Spending Account options -

• LiveWell Wellness Program -

• Employee Assistance Program (EAP) -

• Paid Time Off and Paid Parental Leave -

• Retirement and Protection - Helping to make the future life you want a reality. -

• 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan -

• Company-provided Life Insurance, AD&D, Short-Term Disability -

• Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness, and Accident Insurance -

Additional Benefits – Helping shape the experience and impact you want -

• Group Legal -

• Identity Theft Protection -

• Auto and Home Insurance -

• Pet Insurance and Discounts -

• Back-up Child & Elder Care -

• PerkSpot Employee Discount Program-

Why work for us?

Through the responsible development of innovative and sustainable building products, CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, trim, insulation, drywall and ceilings.

A subsidiary of Saint-Gobain, one of the world’s largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada.

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state’s Pay Transparency laws to the SGNA HR Compliance team at View email address on click.appcast.io .