Account Manager (Contact Center)

Premier LLC; New Providence (NJ); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading food products firm in New Providence, NJ, is seeking an Account Manager to manage client relationships and oversee a remote customer service team. The candidate will provide consultative support, ensuring program goals are met through strong interpersonal and communication skills. A Bachelor's degree and 5-7 years of experience in the contact center industry, particularly with CPG accounts, are preferred. Responsibilities include leveraging technology and coaching teams to achieve operational objectives.

Qualifications

• 5-7 years’ experience in the contact center industry, preferably with CPG/Food accounts.
• Strong understanding of the contact center environment and its operations.
• Experience managing clients and meeting service levels/business goals.

Responsibilities

• Manage client relationships and expectations effectively.
• Leverage internal resources to ensure successful program delivery.
• Coach and motivate a remote customer service team.

Skills

Client relationship management

Consultative support

Data analysis

CRM tools usage

Team coaching

Communication skills

Presentation skills

Regulatory knowledge

Education

Bachelor’s Degree

Tools

Salesforce

Zendesk

Microsoft Office

Job description

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.

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 Responsibilities

• 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

• 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 client’s 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

• Bachelor’s 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