Remote Account Management Director

Summary

Join a dynamic team at USPack. as an Account Management Director and contribute to delivering exceptional customer service, developing long-term relationships, and driving business growth.

Requirements

• Bachelor’s degree (4 years) in Business Administration, MBA preferred
• 5 years’ experience with proven success in a similar position preferably in the logistics space
• Proficient in Word, Excel, Power Points skills, SalesForce.com software applications
• Six Sigma Green Belt Certification preferred

Responsibilities

• Establish productive, professional relationships with key personnel in assigned customer accounts
• Develop a trusted advisor relationship with key customer stakeholders and Executive Sponsors
• Ensure the timely and successful delivery of our existing and new solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Play an active role in developing & maintaining customer relationships through clear and concise verbal and written communications
• Act as the liaison between the customer, sales, operations, and other internal groups and function as the ultimate customer advocate
• Attend and actively participate in meetings to facilitate a shared understanding of priorities and foster teamwork between the customer, sales, and operations
• Effectively work with the customer on quality and customer satisfaction issues by demonstrating professionalism, responsiveness and outstanding written and verbal communications
• Manage customer expectations against timelines and make appropriate recommendations by clearly articulating our service abilities and pricing
• Ensure internal project timelines are met and, if there are any delays, communicate to the customer and field personnel proactively
• Identify opportunities within the customer base for short and long-term revenue growth and collaborate with sales towards revenue improvement
• Develop presentations/proposals to communicate new business opportunities
• Provide quarterly account reviews to management
• Assist customer in evaluating plan goals and provide recommendations regarding execution methodology and plan scope
• Design and implement processes that facilitate the flow of information between customers and the business
• Analyze customer’s problems and/or challenges and develop tactical and sometimes strategic solutions
• Analyze data, metrics, KPI’s and ratios to identify opportunities for continuous improvements in customer facing operations
• Interact with USPack Management to review findings from analytics and discuss opportunities for improvements that will result in improved customer satisfaction
• Communicate weekly and/or monthly with key customers and meet quarterly or as directed
• Assist in the setup and finalization of the SOW process, as needed
• Assist in the onboarding of new business and participate in the hand-off process from sales to account management, as needed
• Initiate and manage the contract renewal process
• Initiate cost improvement initiatives including optimizations that benefit the customers
• Analyze account profitability (Gross Margin) and initiate internal and/or external actions to improve GM
• Facilitate and project lead complex projects that reach all functions of the organization
• Identify opportunities to increase the share of wallet and collaborate with the sales organization towards improved share of wallet
• Provide operational and service reporting and trend analyses to customers as required
• Create, maintain and drive a high sense of urgency of the entire organization to address problems “immediately” and engage the Executive Leadership
• Identify which existing and new USPack service features will benefit the customers and evaluate these opportunities with extra focus on all USPack IT based capabilities and solutions

Benefits

• 401(K)
• Health Insurance
• Disability/Life Insurance
• Paid Time Off (PTO)
• Paid Holidays