Senior Account Management-Lafayette, IN

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Senior Account Management 

Our customer, a large solution based 3PL with asset and brokerage divisions, is looking to attract an operational minded Account Manager to own the relationship and management of a large OEM automotive customer. This role will report to the Director of Customer Logistics and lead the overall operational and financial execution of the account. 

Responsibilities:

· Manage and develop positive working relationships with one large automotive customer, while working onsite with the customer. 

· Drive client retention, renewals, upsells and client satisfaction.

· Work closely with Associate Account Managers and Ad Operations on day-to-day operational processes including campaign set-up, receipt of creative or tags, trafficking, optimization, troubleshooting and QA.

· Work closely with Analytics and Ad Operations to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed.

· Partner with internal cross-functional teams to understand customer goals, key performance metrics, and exceed those goals throughout the campaign.

· Leverage technical tools and quantitative data to manage campaigns to success, high customer satisfaction and renewal.

· Prepare campaign insights reporting, including analysis and research.

· Manage weekly campaign status documents for review.

· Work closely with Finance on billing set up and invoicing.

· Manage customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues.

· Adhere to established processes and workflows, as it relates to campaign set-up and pixel placement strategy, creative execution (including dynamic creative), ad trafficking, campaign management and any troubleshooting necessary with pixels, creative assets and campaign reporting.

· Provide input on new processes and workflows as needed.

· Focus on ensuring we maintain superior customer service levels, operational excellence, and strategic insight.

· P & L Management.

Requirements:

· A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables.

· Business acumen, sound decision making, analytical and organizational skills in a challenging environment; a consultative approach to managing complex client relationships.

· Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks.

· Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations.

· Passion about business and dissatisfaction with status quo – always thinking of ways to improve/grow assigned clients.

· Working knowledge and experience with contracts and contract negotiations.

· Demonstrated ability to work independently and remain motivated.

· Working knowledge of computers and Microsoft office suite of services.

· Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope, and tasks.

· Escalation point of contact. 

· Work closely with all staff members on day-to-day operational processes, issues and needs.

· Responsible for the continuous improvement of operational standards for account management and service expectations.

SKILL SET:

· Proven leadership, communication and analytical skills.

· Dynamic personality with the ability to interact with a variety of audiences and all levels of personnel both internally and with customers.

· Long and short term strategic and tactical thinking. 

· Confident communication (written and oral) skills and a demonstrated ability to work collaboratively with all levels of internal and external organizations.

· Thrive in a fast-paced environment with time sensitive customer requests.

· Ability and experience to build and present reports to senior management. 

· Proficient with MS Word, Excel and PowerPoint.

· Strong analytical skills.

EXPERIENCE

· 5+ years’ experience in Customer Success and/or Account Management.

· Bachelor's Degree in appropriate field of study or equivalent work experience.

OTHER:

· Medical, Dental, Vision Insurance with Flexible Spending Account

· PTO/Vacation/Holiday Pay

· 401k

· Base Salary: $100,000 - $120,000 per year depending on overall experience

· Onsite at customer in Lafayette, IN