Account Manager (Contact Center)

Premier NX•Mahwah, NJ

1d•Remote

About The Position

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 NX’s success by managing one or more of our prestigious, globally recognizable, client programs. We are a place for people who love to help people. We provide customer service to some of the nation’s 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 consumer’s 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. 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

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.
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

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.