Program Account Manager

Baudville Brands•Grand Rapids, MI

1d•Onsite

About The Position

The Program Engagement Manager (PEM) implements and provides ongoing support for employee recognition programs for clients and their employees. The role helps foster positive workplace cultures by ensuring that team members feel connected, appreciated, informed, and heard. This is an on-site position in Grand Rapids, Michigan, with no direct reports. The PEM manages client accounts and support, configures and manages client technology platforms, and develops strong relationships with assigned clients to understand their recognition and engagement goals. The role also supports clients after launch, reviews program performance, collaborates with Sales, coordinates custom product inventory needs, approves work orders before production, responds to telephone and email inquiries, and analyzes program effectiveness and engagement metrics. The position is expected to identify client pain points and offer solutions. Success is measured in part by managing 25–45 client accounts, achieving annual SaaS retention of at least 95%, completing annual health check-ins for all accounts, and reaching feature adoption of at least 33%.

Requirements

Associate or bachelor’s degree in Business Administration, Human Resources, Communication, or a related certification such as Certified Recognition Professional (CRP).
1–2 years of sales or post-sales support experience.
At least 1 year of client management or project management experience.
Ability to represent RecogNation to clients with enthusiasm and professionalism.
Strong ability to learn new technology and be tech-savvy; experience with Microsoft Office, especially strong Excel skills.
Knowledge of modern office practices, procedures, and equipment, and English usage, spelling, grammar, and punctuation.
Excellent verbal and written communication skills, with the ability to communicate positively and professionally with employees, managers, and executives.
Excellent customer service skills and the ability to deal graciously with all types of customers.
Ability to work under pressure, meet strict deadlines, and thrive in a deadline-driven environment.
Ability to define problems, collect data, establish facts, draw valid conclusions, and offer solutions.
Strong attention to detail, confidence, motivation, and goal orientation.
Ability to multitask and thrive in a fast-paced environment.
Ability to establish and maintain effective working relationships with team members and clients.

Responsibilities

Perform daily account management and customer support for clients.
Set up and manage client technology platforms, supporting seamless integration and efficient operation.
Maintain relationships with assigned clients and understand their company needs and goals related to employee recognition and engagement.
Resolve post-launch inquiries and client concerns through to completion in a timely manner.
Conduct regular client reviews, assess program performance, identify opportunities, understand client needs, share product ideas, and report on program performance.
Collaborate with the Sales team to enhance and grow offerings.
Understand client needs and communicate custom product inventory requirements to Purchasing.
Review and approve work orders before they are sent to production for fulfillment.
Handle inbound telephone and email inquiries from clients and employees.
Analyze program effectiveness and employee engagement metrics to inform program enhancements.
Identify client pain points and offer solutions.
Maintain confidential customer records and files professionally.
Meet success measures including handling 25–45 client accounts, achieving at least 95% annual SaaS retention, completing annual health check-ins for all accounts, and reaching at least 33% feature adoption.

Benefits

Performance-based compensation, including an annual salary and discretionary bonus.
Medical insurance.
Dental insurance.
Vision insurance.
Life insurance.
Long-term disability coverage.
Short-term disability coverage.
Company-sponsored 401(k) with vested match.
Tuition reimbursement.
Paid parental leave.