Account Manager II (Remote)
US-Remote
Blackhawk Network
Req #: 23982
Type: Full Time
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Overview: BASIC PURPOSE: Main point of contact for an assigned account portfolio; managing client on-boarding, program implementation and client education. Through project plans, the Account Manager will manage all interaction of the launch of a program through cross functional teams. In addition, by partnering with Sales, the Account Manager's role is to maximize sales growth, account penetration and retention. SCOPE: Direct management of assigned projects and accounts REPORTING & WORKING RELATIONSHIPS: Reports to Manager, Program Account Management, with close working relationships with Implementation Specialists, Sales, Product Management, Client and Customer Services, Production/Operations, Branding, IT and Finance. Responsibilities: New Program Implementation * Responsible for project management of all client implementations. This includes coordination of onboarding activities with all internal departments including Finance, Production/Operations, IT, Branding, Product Management, Merchant Partners, Legal and Client Services. Program Management * Responsible for effective client relationship management by proactively communicating with clients, identifying and prioritizing client issues/concerns; coordinating with appropriate internal departments to provide response and/or solutions. Acting as the central point of contact for ongoing program management needs ensure a high level of client satisfaction with InteliSpend products and services. Retention and Penetration * Work cross-functionally to execute on individual client strategies to identify opportunities for increased retention and penetration. Develop and present client partnership reviews, Voice of the Customer Surveys and monthly contact strategies on an ongoing basis Inventory Management * Management of custom client inventory and program renewals, working with the client on forecast and providing updates to internal Production team members. This requires independent decision making utilizing past and projected order history with the objective of balancing inventory quantity to ensure order fulfillment without creating excess inventory/cost. * Compliance * Manage compliance process and procedures to ensure Client Due Diligence (CDD) and Payment Card Industry (PCI) data collection and data handling procedures are followed. For CDD, this includes the collection of client or Authorized Reseller information, interacting with Risk on the data collection process and procedures as well as communicating the requirements to clients and Authorized Resellers. For PCI, managing the compliance of PCI standards by adhering to all corporate policies and communicating PCI guidelines to our clients as it relates to card account information. Subject Matter Expertise/Special Projects * Provide Account Management subject matter expertise to cross functional teams with regard to ongoing system enhancements, product launches and projects, as appropriate. All other duties as assigned Qualifications: * Bachelors degree required or equivalent combination of experience and training * 2+ yrs Client Services / customer service / sales environment. * Experience leading cross-functional account teams for high profile, high volume, complex accounts * Solid business writing skills, experienced with proposals, presentations, project plans and business correspondence * Proven experience in diverse internal systems and system processing and problem resolution * Excellent verbal, written and presentation skills * Excellent interpersonal skills to lead project/account teams and to manage client relationships * Self directed with strong analytical, project management and leadership skills * Strong technical and organizational skills * Proficient in MS Office suite of products * Experience with Microsoft Project a plus * Some travel required
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