Account manager

East Bay, (none selected) | Direct Hire

Post Date: 09/07/2016 Job ID: 1085 Industry: Financial Services

This individual will ensure advocacy for the customer and work closely with Operations, Planning, Engineering, Quality, Product Solutions, Customer Solutions, and Sales to provide solutions that fulfill our customers’ needs with speed, accuracy, and exceptional communication. The Account Manager must build strong relationships with the customers in their portfolio and track the status and forecast of all associated projects.  This position may also have management responsibilities of Customer Solution Specialists.

As a uniquely qualified candidate, you will:

  • Operate as the lead point of contact for any and all matters specific to assigned customers
  • Build and maintain strong, trusted advisor relationships with customers
  • Work with the Site Leadership team to instill customer advocacy within the facility
  • Deliver detailed 90-day forecasts along with high-level 12-month rolling forecasts for all customers in portfolio
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
  • Act as Project Manager for customer complaints, returns, or other critical issues to ensure they are dealt with appropriately and in a timely manner by coordinating the interactions between customers and the Confluent Medical technical resources
  • Work closely with the Sales Directors to establish supply agreements with key customers to insure continuity of supply and delivery.  Manage the contracts with guidance from sales and finance
  • Lead Customer Solutions Specialists:
    • Work closely with and manage the Customer Solutions Specialists to ensure Commercial Operations processes are being executed accurately and within established timeframes.  This pertains to quotes, contract reviews, POs, order acknowledgements, complaints, and RMAs
    • Ensure that the Customer Solutions Specialists have the training and knowledge to utilize Epicor, CPro, Workfront, and any other designated systems
    • Assist with prioritization and Customer Solutions resource balancing among sites
  • Track and ensure robustness of the customer experience KPI data, and drive team performance towards key metric targets, including but not limited to Order Acknowledgement Cycle Time and Quote Cycle Time
  • Coordinate and maintain Commercial Operations back-up system within the team to handle planned and unplanned absences
  • Ensure team adherence to all ISO Certification requirements; participate in Customer Service related audits as required
  • Learn and understand the technical basics of the ways Medical serves its customers (Nitinol material and components, balloons, catheters, equipment, and extrusion)
  • Identify and help improve issues with our company systems and processes

Education and Experience:

  • BA/BS degree or equivalent
  • 5+ years of experience in account management or project management associated with medical devices or a related field
  • Proven account/project management experience
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
  • Experience in delivering client-focused solutions based on customer needs
  • Proven ability to manage multiple projects at a time while paying strict attention to detail
  • Excellent listening, negotiation, and presentation skills
  • Excellent verbal and written communications skills
  • Highly responsive customer service attitude
  • ERP and/or CRM software experience

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