FAP Account Manager

AFS Logistics•Melville, NY

2d•Onsite

About The Position

The FAP Account Manager manages a portfolio of established customers and supports sales of the company’s new products and services. The role serves as the primary point of contact for customers, supports successful service implementation and adoption, and helps identify opportunities to grow accounts and retain customers. The position is office-based in Melville, New York, and is part of the sales and marketing team. It has no direct financial or budgetary responsibilities and no supervisory responsibilities. The role requires maintaining accurate customer and process documentation, protecting confidential client information, and backing up teammates or assisting with workload as needed. The work is largely sedentary and involves extended computer use, attention to detail, multitasking, and resolving problems quickly. Customary hours are 7:00 A.M. to 4:00 P.M., Monday through Friday.

Requirements

Associate’s degree or equivalent, or one year of related experience and/or training, or an equivalent combination of education and experience.
Knowledge of database, internet, spreadsheet, PowerPoint, and word-processing software.
Analytical and problem-solving skills, including the ability to gather and analyze information, identify possible solutions, select the best option, and evaluate the decision.
Customer service, interpersonal, communication, and teamwork skills.
Technical skills and a strong sense of responsibility.
Ability to maintain a high level of confidentiality regarding client-specific data and safeguard information from other clients and competitors.
High attention to detail, including verifying completed work.
Ability to multitask regularly and identify and resolve problems quickly.
Ability to sit in front of a computer for extended periods.
Regularly required to talk or hear; use hands to finger, handle, or feel; and reach with hands and arms.
Ability to perform some filing, lift files, open filing cabinets, and bend or stand on a stool as necessary.

Responsibilities

Conduct and present quarterly business reviews to clients.
Serve as the lead point of contact for all matters specific to assigned customers.
Ensure satisfactory implementation, installation, and utilization of services.
Assist in identifying and recognizing new business development opportunities.
Support Sales Representatives with pre-sales and post-sales activities, including providing product information and answering product questions and inquiries.
Assist with sales lead generation and maintain a database of qualified sales leads.
Address customer issues using the company’s task-tracking tool.
Enter customer contacts, follow-ups, and tasks into the customer database tracking tool.
Prepare and execute quarterly customer account reviews.
Understand customer adoption levels and assess the risk of existing contracts not being renewed.
Introduce new features and best practices to customers.
Track and report key customer-success metrics.
Lead efforts to turn around customers at risk of leaving the company’s services.
Maintain the monthly renewal list.
Provide guidance to sales and customer success teams on post-sales contractual negotiations and opportunities.
Build and maintain strong customer relationships.
Maintain and update documentation on processes and procedures for client-based work.
Secure confidential electronic and hardcopy information when unattended.
Back up other team members and assist with workload as needed.