Program Account Manager

Account Manager: Role Description/ResponsibilitiesAs an Account Manager at Signatures Apparel, your role is pivotal in ensuring the seamless operation and success of various customer programs. You will be responsible for managing day-to-day inquiries and requests from established program customers, overseeing the launch and maintenance of programs on the webstore, managing invoicing processes, and supporting customer satisfaction and program health. Additionally, you will engage in vendor training, participate in on-site events such as fittings and distributions, and provide critical support to business leadership on various projects. This role demands a proactive approach to customer management, rigorous attention to detail in invoicing, effective use of data for decision-making, and strong collaboration across departments and with customers.Customer Program Management (40%)Manage day-to-day requests and inquiries from program customers throughout the program lifecycle.●       Participate in summary sheet reviews and webstore demos prior to program launch.â—‹       Collaborate with internal partners (Program Coordinator, Web Team, etc.) to gain understanding of new program's requirements and nuances for supporting clients.●       Oversee customer handoff into the launch process to ensure smooth webstore integration.â—‹       Send launch template to POCâ—‹       Monitor and audit new incoming orders for completion and accuracyâ—‹       Establish processes and communication cadence with designated POC to meet requirements of newly launched program. including quarterly business reviews of value delivered, business initiatives and outcomes showcasing Signatures in a positive light to the client while meeting their apparel needs.●       Utilize tools to track customer satisfaction and success, including creating reports and handling escalated issues.â—‹       Utilize various methods to track customer satisfaction and overall account health including: Create invoicing, sales, etc. reports to track PO spend and promote allotment utilization. â—‹       Build relationships with customers to support in the escalation ladder.â—‹       Follow established steps to investigate and resolve escalated issues from Customer Support Specialist. â—‹       Assist with support emails and phone calls as needed. ●       Oversee additional program components related to your accounts including but not limited to developing contracts, pricing models, agreements, rebates, fees.â—‹       Make decisions and communicate available options based upon customer requests for RFQ, RFP, contract renewal, negotiated pricing with assistance from leadership. â—‹       Once scope of work has been completed, schedule necessary meetings with the internal Web team to put customers into the web team queue and complete action items. â—‹       Create presentations as needed and collect data for your individualized Key Performance Indicators (KPIs).â–        Using PowerPoint, ESP, Adobe, etc. create presentations based upon customer requests to provide options for event orders and promotional products.â–        Enhance program sales beyond routine webstore orders by upselling and engaging with assigned program customers. â–        Gather data from reporting run in ERP system, excel, and backend of web platforms. ●       Create various documentation after report generation.●       Interpret and analyze data to determine next steps to ensure program health and wellness to include allotment ending email communication, minimum annual spend updates, and most/least popular garment styles. ●       Routinely communicate across departments internally regarding the health/wellness of your program accounts and any support that may be needed.â—‹       Responsible for overall health and wellness of assigned program accounts. â—‹       Facilitate communication with BOH and FOH to determine capacity for event orders and ensure on-time delivery.Invoicing and Financial Management (30%)●       Invoice program orders accurately and efficiently using ERP systems and Microsoft Excel.â—‹       Pull reports from various web platforms for invoicing details.â–        Utilize Microsoft Excel to format and sort invoicing data.â–        Enter invoicing data into the ERP system efficiently and accurately. â–        Audit data entered for compliance with local and state sales tax requirements.â–        Follow pre-defined standards for applying shipping and service fees.●       Ensure compliance with sales tax requirements and apply shipping and service fees as per standards.●       Communicate with account contacts regarding invoices, providing necessary information and support.â—‹       Send invoices to appropriate account contacts and answer follow up questions as needed. â—‹       Supply tracking and shipping information upon request.â—‹       Educate customers on pricing and shipping procedures.Customer Support and Engagement (15%)●       Travel to vendor seminars, workshops, and customer stores.●       Participate in product training and utilize vendor relationships to enhance service offerings.â—‹       Leverage knowledge to offer customers relevant products and services with available inventory.â—‹       Utilize vendor relationships to ask questions, request product pricing, and generate marketing tools.●       Support large order distributions, fittings, and staff customer stores as scheduled.â—‹       Reference boxing lists and order forms to distribute orders to high volumes of employees while maintaining a professional appearance and welcoming demeanor. â—‹       Discuss features of samples provided for on-site fittings and provide product education. ●       Manage petty cash and handle customer inquiries requiring further investigation.â—‹       Be present on-site at the customers facility for large order distribution or garment fittings.â—‹       Staff customer stores during weekly designated hours as assigned.â–        Provide support with login issues, order status requests, and distribute complete orders.â–        Responsible for petty cash box and documenting customer inquiries requiring further investigation.Project Support (10%)●       Communicate with business leadership and support various projects/initiatives.●       Attend weekly Front of House huddles and provide assistance for special events and out-of-office needs as assigned by leadership.Miscellaneous Tasks (5%)●       Assist with deliveries, colleague support, and occasional travel as required, amongst other duties.Core Competencies/Skill Requirements●       Strong communication skills (email, phone, in person) with internal and external stakeholders.●       Self-motivated with initiative, strong multi-tasking, and prioritization abilities.â—‹       Must be able to juggle and organize many projects with varying deadlines.●       Proficient in computer skills, including Microsoft Suite, ERP systems, and web platforms.●       Understanding of pricing structures, profitability analysis, and decision support.●       Willingness to travel occasionally, with advanced notice.General Benefits and Expectations with Signatures ApparelWork Schedule:●       Office Hours: Monday to Friday, 8:00 AM to 5:00 PM.Insurance and Retirement:●       Medical Insurance: Includes medical, dental, and vision coverage.●       Life Insurance: Provided as part of the benefits package.●       401K/IRA: Retirement savings plan options available for employees.Paid Holidays:●       Employees receive 11-12 paid holidays annually.

Created: 2025-03-07