Account Manager

Account Manager (Contact Center)

Location: Remote Worker - N/A

About Us:
Premier NX is the expert in providing Customer Experience (CX) Solutions and Digital Transformation. We are the next evolution for our clients and your career.

Our clients include many prestigious brands in in pharmaceutical healthcare food consumer packaged goods and beauty care companies. As an Account Manager you will contribute to Premier NXs success by managing one or more of our prestigious globally recognizable client programs.

Why Work with Us:

We are a place for people who love to help people. We provide customer service to some of the nations most prominent brands. We are experts in regulated industries and help pharmaceutical healthcare food consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences. Our job is to make a positive impact on a consumers life at every single opportunity.

We have a passion for the products we support. We are committed to superior account management and continual improvement. Just as important is our commitment to corporate values.

We are seeking an Account Manager to join our team managing a food products account. This is a work from home position with occasional travel to our headquarters in New Providence NJ.

SUMMARY:

As the primary point of contact for the client the Account Manager is the consultative advisor to the client responsible for implementing best practices dedicated to continual program improvement. They manage customer service teams and are responsible for managing the day-to-day operations including planning adherence to service delivery and quality

KEY RESPOSIBILITIES:

• Establish and maintain effective relationships with clients gaining their trust and respect.
• Provide consultative support to the client including writing and documentation opportunities to utilize technology and value-added initiatives
• Act as a strategic partner research industry trends and identify implications that can impact the client.
• Leverage internal resources to ensure a successful program (e.g. HR Workforce Management training IT etc.)
• Ensure program objectives and service levels are met
• Deliver on account goals by executing daily weekly and monthly targets.
• Leverage CRM tools such as Emplifi Salesforce Zendesk and AI technologies to deliver results.
• Provide meaningful actionable program-specific reporting and analysis using traditional and BI tools.
• Identify and analyze client concerns; take or recommend appropriate action; formulate alternative solutions; and follow-up to ensure accuracy and resolutions.
• Coach and motivate a team of consumer contact center representatives supervisors and other team members working remotely.
• Oversee customer service team to ensure program goals are met including quality standards data accuracy training and service delivery
• Manage team performance by setting expectations providing feedback coaching and delegating.
• Hold regular meetings and calibration sessions with client to ensure transparency through proactive communications and continual improvement of the consumer experience.

Requirements

We Need People Who Are Great at:

• Strong understanding of the contact center environment to enhance performance and achieve client and financial targets.
• Outstanding presentation and writing skills for client meetings and demonstrated successful consultations with multiple levels of clients management team.
• Manage clients and successfully support in its service levels and business goals.
• Deliver on account goals by executing daily weekly and monthly targets in support of operating objectives.
• Experience utilizing telephony software CRM systems software and reporting tools.
• Advanced skills in Microsoft Office including Word Excel Outlook PowerPoint.
• Knowledge of AI capabilities in a contact center environment.
• Demonstrated ability providing technical support and troubleshooting via multiple channels.
• Management experience across multiple channels (e.g. calls emails chat SMS social media e-commerce ratings and reviews).
• Working collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment.
• Proactive communication organization and being a team player.
• Excellent interpersonal skills and the ability to work with staff with diverse backgrounds and perspectives.
• Skilled trainer coach and team builder.
• Knowledge of regulatory requirements for CPG products and crisis/recall management.

Education/Experience:

• Bachelors Degree preferred with 5-7 years experience in the contact center industry (CPG/ Food accounts are a plus)
• Demonstrated success in account management and call center/customer service management preferably in the consumer-package goods or healthcare industries handling client relationships

We offer competitive salaries and benefits including comprehensive medical dental vision voluntary insurance plans savings and retirement plans.

Together we can offer endless possibilities! What is next for you

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race sex disability veteran or other protected status.