FAP Account Manager

AFS Logistics•Town of Huntington, NY

3d•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. This office-based role in Melville, New York, serves as the primary contact for assigned customers, supports successful implementation and use of services, and helps identify business development opportunities. The Account Manager monitors customer adoption and renewal risk, introduces new features and best practices, tracks customer-success metrics, and works to retain at-risk customers. The role works as part of the sales and marketing team, supporting Sales Representatives and customer-success colleagues with pre- and post-sales activities, customer information, lead generation, account reviews, and contractual discussions. It requires careful handling of confidential client data, detailed and current documentation, and the ability to manage multiple tasks and resolve problems. The position has no supervisory or direct financial or budgetary responsibilities. This is a largely sedentary office position involving extended periods at a computer, which may cause eye irritation or muscle strain. Some filing is required, including handling files, opening filing cabinets, and bending or standing on a stool as necessary. The employee regularly talks or listens, uses hands to handle or feel objects, and reaches with hands and arms. 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 computer software, including database, internet, spreadsheet, PowerPoint, and word-processing software.
Analytical skills.
Problem-solving skills.
Technical skills.
Customer-service skills.
Interpersonal skills.
Communication proficiency.
Teamwork skills.
Ability to gather and analyze information, identify possible solutions, select the best option, and evaluate the decision.
High attention to detail, including verifying completed work.
Ability to maintain a high level of confidentiality regarding client-specific data and protect it from other clients and competitors.
Ability to multitask and identify and resolve problems quickly.
Ability to maintain and update process and procedure documentation.

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 with 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 through the company’s proprietary task-tracking tool.
Enter customer contacts, follow-ups, and tasks into the customer database-tracking tool.
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 retain customers at risk of leaving the company’s services.
Maintain the monthly renewal list.
Guide sales and customer-success teams, as needed, on post-sales contractual negotiations and opportunities.
Build and maintain strong customer relationships.
Maintain and update documentation on processes and procedures for client-based workloads.
Safeguard confidential electronic and hardcopy information, securing it when unattended.
Back up other sales and marketing team members and assist with workload as needed.