Senior Account Manager - Engagement

Company Description

Business Impact Group, recognized as one of the “100 Best Companies To Work For," is a leading brand management company. Our client list features some of the best and brightest companies in the country—Best Buy, Polaris, Lifetime Fitness, DirectTV, Snap Fitness, Comcast to name a few.

Business Impact Group has four major sales divisions within our organization. Each division has dedicated Account Managers focused on just their product/service within their division enabling us to bring the highest service level combined with the most experienced product knowledge in that vertical.

• Engagement Sales Division
• Brand Management Sales Division
• Print Management Sales Division

Job Description

Will work cooperatively with team to retain and grow assigned accounts, while executing program initiatives and increasing customer satisfaction.

• Responsible for managing assigned customer accounts:
  • Develop and maintain relationship management of key customers.
  • Work with client to execute digital communication plans – email, newsfeed, etc. to demonstrate how their actions affect program sales increases.
  • Conduct regularly scheduled meetings with client(s) to ensure optimal communication and service needs are met and future opportunities are being explored.
  • Create and maintain customer and program summary and process documents
  • Create standard operating procedures for new program implementations
• Responsible for growth of assigned accounts by increasing sales and margin.
  • Execute Engagement reviews on a set cadence to show ROI.
  • Analyze past promotion results to improve current and future promotions. 
  • Identify opportunities for program efficiencies, and oversee all setup
  • Reinforce value of program to client through KPI reporting
    • Review metrics weekly to ensure improvement month over month for program participation.
• Manage e-commerce and SaaS based websites for assigned programs:
  • Site setup, updates and processing orders.
  • Manage production schedules, and ensure programs are executed on time and on budget.
  • Prepare and maintain detailed status report on all active projects.
  • Assist in the implementation of the program design, development and test phases
• Work effectively with Engagement team and cross functional departments:
  • Conduct (at minimum) monthly meetings with AS team to review open tickets, challenges, new programs, and SLA response times.
    • Review Open Tickets
    • Review Challenges
    • Create new program customer service SOPs:
      • Establish FAQ’s
      • Customer Service response templates
      • Process documents
    • Total number of tickets
    • Open/Closed Tickets
    • Ticket reduction

• Escalations
• Stepping in as needed to meet service level agreements with response times.
  • Engage the appropriate team members, BIG Sales Divisions, and BIG vendors successfully during the sales process.
    • Bring other divisions at the right time during the sales process.
    • Collaborated with the correct AE within the other division.
    • Bring in SOM/VP when needed on client programs.
    • Engage BIG vendors where necessary for completion of critical pieces to a project or program
  • Cross-train other Engagement department personnel on programs to ensure greater team knowledge and avoidance of service gaps

• Other Responsibilities:
  • Conceive, create and develop insightful process solutions.
  • Provide campaign specific reporting and results to internal team and clients.
  • Manage billing process using system reporting and Microsoft Excel
    • Monthly management fee
    • Setup fees and SOW billing
    • Points/Credits billed on time
    • Any additional program fees
    • Follow up with client on past due invoices
      • Work with VP if necessary if client is past due with prior invoicing
  • If applicable, manage the inventory on-hand accurately. (No excess products remaining post contest or initiative).
  • Oversee SOW project timelines and budgets

Qualifications

Skills/Competencies:

• Computer literacy to include advanced capabilities in tools such as MS office, intermediate or advance Excel, pivot tables and other web and cloud based applications.
• Ability to communicate and articulate ideas and strategies, both written and verbal
• Strong analytical, critical thinking and problem solving skills
• Ability to multi-task and adapt to changing priorities and assignments
• Self-Starter with attention to detail and consistent follow through skills
• Ability to manage projects and coordinate efforts across departments
• Process oriented, with strong attention to detail

Education and Experience:

• Experience in a client facing Account/Project Management role, SaaS experience highly desirable
• Bachelor’s Degree or equivalent combination of education, training and experience.
• Experience in recognition/events/incentives strongly preferred

Additional Information

All your information will be kept confidential according to EEO guidelines. This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

We appreciate your interest in employment opportunities with Business Impact Group. Only those selected for interviews will be contacted.