Account Manager managing day - to - day client relationships and collaboration across internal teams for a product and strategy team in Canada.
About the role
- Operations Account Manager responsible for customer relationship management and project coordination at Arrow. Leading account support team and cross-functional projects for operational success.
Responsibilities
- Serves as lead for account support team, including training on account support details and internal alignment of daily tasks.
- Coordinating numerous team members to maintain overall OTD, timelines, and schedules—removing barriers to success.
- Serve as the cross-functional single point of contact internally & externally for recurring NPI & support service needs; leads complex cross-functional global projects to support short/long-term improvements.
- Accountable for the overall health of the relationship from both customer and Arrow perspective; manages, monitors daily, and can report out if given notice: open orders, forecast, NPI dates.
- Leads stakeholder management sessions and keeps management abreast of potential issues.
- Develop strong and trusted relationships with customers through providing timely responses to all customer-driven performance inquiries.
- Work with the business team in contract renewals, extensions, and scope change activities.
- Develop, implement, and manage customer success strategies to identify and resolve operational / service matters, working cross-functionally to drive improvements.
- Drive improved profitability by monitoring financial metrics (inventory, margin, etc.) and provide improvement suggestions and implementation plans.
- Execute lessons learned on customer engagements to ensure issues are fixed and provide feedback across organizational lines to help reduce escalations and improve process/service delivery.
- Leads a strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones.
- Key speaker and organizer of QBRs as we steer to short and long-term improvement.
Requirements
- Key customer interface – needs to have all the communication “soft skills” and be comfortable to present at all levels.
- Ability and willingness to deliver bad news and have a solution to improve.
- Empowered with internal authority across the org, acts as a team leader representing their customer accounts.
- Ability to independently self-manage without extra management involvement or oversight.
- Proactive approach to account management with an emphasis on automation.
- Exemplify leadership skills by being able to thoroughly train operational processes for the offshore support team.
- Project Management experience when approaching customer support.
- Developed organizational and time management skills.
Benefits
- Medical, Dental, Vision Insurance
- 401k, With Matching Contributions
- Short-Term/Long-Term Disability Insurance
- Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
- Paid Time Off (including sick, holiday, vacation, etc.)
- Tuition Reimbursement
- Growth Opportunities
- Discounted RTD Passes, with convenient office location off RTD Light Rail (Dry Creek Exit)
- On-site Café with Catering Option for Busy Lifestyles
- 4/7/365 On-site Gym and Lockers, Free for Use to All Employees
- Bike Racks
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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