Account Manager for Biologics, generating sales in hospitals and wound care centers. Educating clients on product benefits and maintaining strong customer relationships.
About the role
- Account Manager ensuring customer satisfaction and loyalty for Quench's bottle-free water solutions. Managing escalated issues and maintaining service in a hybrid role.
Responsibilities
- Address escalated customer problems quickly and accurately.
- Insist on follow-up customer communication to ensure that customer issues aren’t just presumed resolved
- Be calm under pressure.
- Define conflict, identify root cause, examine solutions, mutually agree on solution, execute/communicate solution
- Work with regional counterparts in other customer-facing departments to ensure alignment of priorities and satisfaction of customers
- Through understanding the customer base, be able to predict customer issues / concerns before they occur & act upon them through proactive customer outreach
- Meet/exceed all position specific key performance indicators/metrics (KPI’s).
- Be accountable for the key operating metrics that drive the satisfaction, retention and profitability of customers, including SLA achievement, NPS, RMR net growth, churn rate, etc.
- Maintain regular and reliable attendance
Requirements
- Experience handling customer issues with excellent de-escalation skills
- Strong communication skills (verbal and written) and prompt communication
- Exceptional ability to multi-task, staying organized in a results-driven, fast-moving environment
- Flexibility to interact with changing customer types and exceed their needs; flexibility to ever changing environment of work volume, schedule changes, etc.
- Process Compliance: Follows all documented processes & department policies to provide customer support
- Ability to collaborate and use influence cross-functionally
- Experience with KPI’s Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel and Outlook)
Benefits
- Medical, Dental, Vision which start day one
- 401(k) match of 50% up to 6%
- Paid Time Off
Job title
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Experience level
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Degree requirement
Location requirements
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