Account Manager

About Us: We are dedicated to delivering exceptional service to our clients. We pride ourselves on our innovative approach and commitment to excellence. We are seeking a dynamic and motivated Account Manager to join our team and help us continue to achieve our goals. Join us and be a part of a company that values customer satisfaction, growth, and creativity. Job Summary: The account manager serves an essential function as the primary point of contact and direct liason/line of communication for the client to all internal teams and support needed. As the account manager, you are an extension of the client, ensuring the clients needs are met, escalated issues are resolved, further account saturation through relationship management and customer service. Essential Responsibilities of the Position: Develop and maintain strong relationships with clients throughtelephone, and email communication ensruing all clients needs are met or directed to appropriate teams. Manage business processes between internal teamsand clients to establish a professional and trusted relationship. Oversee and manage a portfolio of high-priority accounts in the US (and potentially globally). Conduct strategic account reviews to assess service needs, usage trends, and identify business opportunities. Understand and present all companysolutions when necessary maintaining strong knowledge of all products and services. Ensure timely and successful delivery ofsolutions according to client needs and objectives. Identify new business opportunities and areas for improvement among existing clients. Clearly communicate the progress of client projects. Track key SOW and SLA metrics, managing SLA adjustments as client requirements change. Collaborate with the sales team to identify client opportunities. Manage client requests and escalate issues to appropriate teams as needed. Develop and maintain industry knowledge and influence client thinking on industry trends. Share market and competitive information internally to influence the development of future services and solutions. Manage contract renewals and pricing reviews with sales teams. Maintain customer information and records. Utilize Microsoft SharePoint, CRM, Microsoft Teams, and other tools for communication and documentation. Collaborateto develop initiatives that drive production andimprove quality scores. Perform any other duties required by DDC that align with the Client Account Manager positions. Qualifications: Education: Experience will supersede education. BAis a plus but not required. Experience: Minimum of 2-3 years of experience as an account manager or related function. Skills: Proven work experience as a Client Manager, Account Manager, Operations or relevant role (4+ years prefered); Solid experience with MS Office 365; Solid experience from demonstrated results of quality/process improvement programs and practices; Success in delivering client-focused solutions to meet client needs; Proven ability to manage multiple client management projects at a time, while maintaining acute attention to detail; Ability to interact with C-Suite personnel regarding contracts, pricing, SLAs, Operational challenges, etc.; Proven strength in relationship building; Ability to identify new business opportunities from client portfolio; People management experience, preferred; Experience in call center management and customer service programs; (NICE) Experience in Logistics; (NICE) BA/BS in Business Administration, Sales, or relevant field a plus. (NICE) Attributes: Highly motivated and self-driven. Excellent listening and presentation skills; Strong analytical and project management skills; Strong verbal and written skills and attention to detail; Strong organizational skills and attention to detail. Ability to thrive in a fast-paced, competitive environment. What We Offer: Competitive base salary and pay Comprehensive benefits package including health, dental, and vision insurance. Opportunities for professional development and financial growth. A supportive and collaborative work environment. #J-18808-Ljbffr