Senior Account Manager

The Senior Account Manager is responsible for providing leadership to the DCL account management team while directly managing multiple successful client relationships.  The Senior Account Manager takes on the most complex business relationships while fielding all the related details, including setting up new items in our software system, statements of work, project plans, and product/promotion launches. You will closely align with the Client Service Managers with the day-to-day demands of client support.

DUTIES AND RESPONSIBILITIES:

• Act as an advisor, project manager, and brand ambassador for clients, ensuring a high-quality experience for their respective customers. Build, improve, and maintain strong, long-lasting client relationships.
• Prepare for and lead recurring meetings with clients via conference call, email, and direct message
• Consistently deliver a high level of customer satisfaction to maximize customer
  perception and retention
• Seek out new/potential business opportunities with customers
• Identify and action appropriately concerns requiring escalated attention
• Liaison between Client Services and the internal Operations team, collaborating cross-functionally across all departments – Receiving, Production, RMA, IT, Order Pick/Pack, Shipping, and Sales. Initiate and lead internal meetings. Independently navigate internal processes to deliver successful outcomes based on client expectations with little management oversight
• Evaluate a client’s overall operational program, such as SKU and order characteristics, and make efficiency, cost, and technology recommendations [lick and stick, bundles, order drop times, API vs XML, IT network order flow design]
• Administer a variety of system entry steps necessary to support DCL processes
  and client objectives
• Coordinate with operations on scheduling order shipments and production work, prioritizing clients’ needs by balancing their expectations with those of DCL’s operations schedules.
• Brainstorm and strategize with clients to identify problems with their overall program and projects, and to come up with ideas on how to succeed with their program and future projects
• Recommend and make purchasing decisions (quantity and cost) for the client when it comes to labels, boxes, branded boxes, and other raw materials
• Evaluate and determine customer pricing and credits based on client retention and business impact
• Actively seek new revenue opportunities in each client’s program, such as new omni-channel opportunities and value-added programs
• Consistently deliver a high level of customer satisfaction to maximize customer perception and retention
• Serve as subject matter expert to other members of the Client Services team.
• Perform other job responsibilities, as necessary and/or assigned

 SKILLS, ABILITIES, AND PHYSICAL REQUIREMENTS:

• Experience working in a customer-facing/ account service role
• Outstanding interpersonal, written, and verbal communication skills
• Ability to prioritize and handle multiple tasks, independent projects simultaneously, and in a timely/efficient manner
• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift/push/pull up to 40 pounds at times
• Ability to work in a warehouse environment where temperature is affected by weather conditions

EDUCATION AND EXPERIENCE:

• Minimum two (2) years’ experience/background in a customer-facing service/support role
• Minimum five (5) years’ experience/background in a senior-level client relationship leadership role with a 3PL supply chain management or contract manufacturing company
• Experience in presenting in front of teams and senior-level management
• BA/BS Degree or equivalent experience preferred
• ERP experience preferred
• Logistics and or 3PL supply chain management or contract manufacturing company experience is preferred
• Strong Microsoft Office Applications Skills (PowerPoint, Word, and Excel)