Client Experience Manager

2 days ago

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STAT Recovery Services

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Helping Walmart Suppliers Recover Invoice Deductions

Deduction Management • Historic Recovery • Retail Recovery Consultation • Deduction Avoidance

11 - 50

Description

• The Client Experience Account Manager is responsible for acting as the face of our company to each of our clients and ensuring that we are delivering an exceptional client experience. • Develop and maintain close relationships with your clients to ensure that we are meeting and exceeding their expectations across all service offerings • Maintain frequent contact with your portfolio of clients (approx. 30 accounts) on a regular basis (anywhere from daily, weekly or monthly touch points) via email, phone, and Zoom • Ownership of the client journey from the Sales > CX handoff and corresponding engagement, retention, and adoption of STAT services • Detailed internal account management, organization, and proactive support, communication, and monitoring to ensure accurate service tracking, results, and excellent client experience • Cross collaboration with internal departments (Sales/Dev/Analysts) to ensure a fluid client experience along with the execution of all client requests, questions, needs, and business goals spanning multiple retailers • Identify opportunities where we can provide additional value-add services to our clients and internally work with relevant departments to execute that

Requirements

• 4+ years of experience in a customer experience/client success-facing role. Ideally midsize and above clients • Direct Retailer (Target, Amazon, Kroger) and/or CPG experience • Experience using a CRM (preferably Hubspot) and/or other project management platforms such as Asana, Intercom, etc. • Have a high value around proactive service and proven track record of helping clients address their needs • Excellent written and verbal communication skills • Relevant tech and software skills, including but not limited to Saas products, Slack, Asana, G Suite, CRM’s • Comfortable reviewing data and metrics and communicating those narratives in a clear and concise manner

Benefits

• 8% 401k Match eligible to participate in our 401(k) savings and matching funds program, employer match your 401(k) contributions, up to 8% of your salary. • Employer paid health, dental, and vision benefits for you and your dependents • Employer paid Short-Term, Long-Term Disability, & Basic Life • Access to Free Virtual Primary, Urgent, and Mental Healthcare • Flexible vacation policy • Remote work environment • Paid Parental Leave • Opportunity to travel for Company Wide and Functional Team gatherings