Account Manager

Job Description Title: Account Manager Department: Sales Reports to: Director of Commercial Operations FLSA Status: Exempt, Full-Time Starting Salary: $65K+ Exempt + Potential 5% Annual Bonus Benefits: Full time associates are eligible for benefits the first of the month following 30 days of service. * Medical Insurance * HDHP, HSA Plan - Employer Contribution of $1,040/yr. * High/Low PPO * FSA * Dental Insurance * Vision Insurance * Employer Paid Basic Life Insurance * Supplemental Life Insurance * Employer Paid Short Term Disability * Long Term Disability * 401(k) 4% Employer Match * Paid Time Off (accrued hours, 120/yr.) * 9 Paid Holidays * EAP Program * Fitness Room Summary: Act as the main point of contact in matters relating to customer concerns and needs, building and strengthening customer relationships, and serving as the customer's advocate. Management of all active parts, knowing all aspects, statuses and the problem-solving of each from initial contact through final payment. Duties/Responsibilities include but are not limited to: * Oversee key activities that are in process for a customer, including follow-ups and escalating as appropriate to get resolution in a timely manner and communicating task/project status with the customer. * Build strong relationships with customers, be the main point of contact for their issues, delivering good/bad news promptly. * Manage projects in conjunction with Innovize Project Manager, BDM, and all functional teams. * Liaise cross functionally with other internal functions and operations to resolve customer and internal issues. * Manage Innovize part configuration, change control, and all customer documentation. * Resolve conflicts and provide solutions to customers in a timely manner. * Develop a working knowledge of Innovize's production capabilities. * Manage customer orders, quotes, want dates, shipment information, and able to remove roadblocks, problem solve issues, and update BDMs on all statuses as requested. * Enter and manage customer complaint cases and returns, and manage expiring raw materials. * Review, correct, and confirm acceptance of Customer Purchase Orders within 48 hours of receipt. * Communicate daily with Customer, Sales, & Operations to ensure that the jobs are on schedule and accurate to meet customers' requirements. * Attend all customer meetings and document meeting minutes/outcomes in CRM database, receive, track, and distribute all customer communication. * Assist BDM in gathering information of all types for customer requests, project status updates, and pricing decisions. Accountabilities: * Accountable for achieving revenue and profit contribution % goals. * Accountable for achieving project management goals. * Accountable for supporting the business strategy by implementing custom solutions and by participating in the customer review process. * Accountable for supporting the business objective to meet the customer want and promise date in delivery of finished products. * Accountable for achieving company goal for service quality by executing and communicating clear and accurate information. * Accountable for closing customer issue cases with satisfactory results; work within position to resolve customer issues timely and with satisfactory results. * Accountable for completing required training for position on time and continuous learning and development opportunities. * Accountable for recognition. Training/Education/Experience: * Associates to Bachelor Degree in business, marketing, communications, or related field and/or equivalent industry related customer service or inside sales experience. * Strong verbal and written communication skills. * PC skills, specifically with internet search capabilities, Linked In social media, and Microsoft Office products (Word, Excel, PowerPoint, and Outlook) plus ability to learn new and proprietary systems. * Continual attention to detail while completing multiple tasks at a time. * Experience in a production-based environment preferred. Competencies/Talents/Personal Attributes: * Customer driven: Knows implicitly that the customer comes first and takes whatever steps are necessary to meet their needs and exceed their expectations, while following established processes and working within their area of expertise. * Highly motivated, flexible and enthusiastic: Exhibits a high dedication level to achieve results with enthusiasm, flexibility and positive energy; remains positive and calm even in crises, works to be part of the solution. * Independent judgment: Is able to complete projects with little direction, follows through to completion, making decisions along the way and asks for help when needed. * Interpersonal skills: Uses appropriate discretion to handle sensitive and confidential matters. Fully understands and uses tact, poise, and diplomacy when situations require it. * Attention to detail: Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently. Double-checks the accuracy of information and work product to provide accurate and consistent work; Provides information on a timely basis and in a usable form to others who need to act on it; carefully monitors the details and quality of own and others' work. Expresses concern that things be done right, thoroughly, or precisely; Completes all work according to procedures and standards. * Positive thinking: Proactively seeks new opportunities and exhibits self-confidence. Displays a strong bias for action and making things happen, despite apparent roadblocks. Has the ability to coordinate the right resources to solve a problem, in an efficient and effective manner. * Communication: Demonstrated ability to communicate effectively with all levels within the organization to reach successful outcomes. Can speak, understand, and write English. Effectively communicates verbally and in writing. Communicates in a professional manner and ensures others understand their point; is assertive when necessary; understands the importance of listening. * Integrity: Consistently adheres to the highest principles in communication, action, and behavior towards others. Always chooses the ethical high road and earns the trust of coworkers; treats all co-workers and customers with respect. * Professional: Professional in demeanor; creates favorable first impressions through appropriate body language, eye contact, posture, voice qualities, bearing, and attire. * Ability to focus and be successful in a cubicle environment. Evidence of Success: (Must be limited to two statements and must focus on critical HISTORICAL work performance of potential applicants. For an applicant to be considered for the job, they must show "evidence of success" in their previous jobs of delivering the results that are stated here. If an applicant would be hired despite not being able to show a history of this performance, then that item should not be stated here. These should be the absolute top two items that are critical for the selected for hire applicant must be able to show previous work historical success with.) * Demonstrated ability to work independently and with team to develop and maintain strong relationships with customers and peers by understanding and communicating customer specifications for the intent to gain profitable opportunities, and to successfully resolve issues with positive results. * Demonstrated ability to manage all aspects of a customer and their sales orders, including part configuration, quoting, and all statuses of all projects. Notes: This Job Description is intended to be an accurate reflection of the current job as of the document effective date. This job description is not intended to be an exhaustive list of all required skills, duties, responsibilities, or qualifications associated with the positions described herein. The company reserves the right to revise or amend the qualifications, functions and duties of the jobs or to require that additional or different tasks be performed if business circumstances change. Employees are held accountable for performing the duties of their position, as evaluated by documented scorecards and performance management reviews based upon company specified metrics and goals documented in the scorecard for which the employee is made aware and maintains. To view our Equal Employment Opportunity and Affirmative Action Statement, Click Here.

Created: 2024-11-02