Samsung Account Support Manager

2020 Companies•Plano, TX

41d•$95,000 - $95,000•Hybrid

About The Position

The Samsung Account Support Manager oversees day-to-day post-sale operations and relationship management for Carrier Partners, ensuring a seamless and high-quality service experience for Samsung customers. This role is responsible for monitoring and analyzing contractual KPIs, managing repair operations, forecasting, and reporting on performance metrics to senior leadership. Acting as the primary liaison between Samsung and carrier accounts, the Account Support Manager identifies opportunities to improve efficiency, reduce costs, and strengthen partnerships. Success in this position requires strong analytical and communication skills, a deep understanding of telecom or electronics operations, and the ability to work independently in a fast-paced, results-driven environment.

Requirements

High school diploma or equivalent required; Business degree preferred
3+ Years Telecom or equivalent experience in electronics industry
Must be able to communicate in writing through email and reports, or orally for internal and external communications at all management and staff organizational levels for both persuasion and/or the communication of technical information
Proven ability to show good judgment and initiative, make decisions and problem solve
Capable to work autonomously with excellent time management skills
Proficiency in MS Office including Excel, PowerPoint, Outlook and Word required

Responsibilities

Manages all aspects of post-sale device repair activities
Parts planning validation, aging device tracking and monitoring
Conduct regularly scheduled meetings and ad hoc communications with key personnel in the customer's various business units/operations
Identify opportunities for cost reduction and efficiency
Proactively monitors contractual KPI's and reviews data supporting QBR's to ensure targets are met weekly/monthly
Critically evaluate information gathered from multiple sources, translate high-level information into reportable details, and make strategic recommendations
Reporting of regular business activities weekly to Sr and Exec Leadership
Oversee special projects, as requested
Exceptional skills in customer and vendor management
Improves key performance metrics between SEA and customers by developing a deep understanding of the customers' business
Ability to multi-task and strong organization skills
Contribute to team effort by assisting in launch-related activities, as needed
Ensure adherence to all company policies, procedures
Perform other duties as assigned
Ensure established weekly/monthly KPI's and goals are achieved
Ensure team contributes to the overall goals of achieving monthly targets (KPIs)
Customer/client satisfaction based on QBR results that include communication, responsiveness and completing actions assigned