Client Account Manager at Inmar, Inc. in Winston Salem, North Carolina

Job Description:

Reporting to the Sr. Manager, Client Accounts, the Client Account Manager is responsible for ensuring excellent service delivery to our customer programs. The ideal candidate is a problem solver with strong relationship skills and is proactive and astute. He/she will work directly with retail client(s) to support the existing digital programs, implementation of newly sold opportunities, and process improvements. He/ She will collaborate regularly with the team and customers to keep abreast of concerns/issues.

This position will also consult as needed with Sales, Client Service team members, and Technology Services on service delivery needs.  He/she will be a problem solver and critical thinker who can influence and move forward on client service delivery needs and develop process improvements to meet client needs.  He/she will be a leader who thrives in a highly dynamic environment.

Build and execute an operational plan to deliver outstanding client experience while creating capacity for business growth, development, continuous improvement and meeting client contract SLA requirements and ensuring successful client service delivery.  Assist in development of automated solutions to improve efficiency, productivity and customer satisfaction.

Communicate and collaborate with team members to identify challenges and opportunities and develop creative solutions for operational excellence. 

The successful candidate will flourish in a team environment and will exude positive energy and demonstrate a strong work ethic. If you have a desire to grow with a dynamic company, make a major difference within an organization, have great advancement opportunities and thrive on working in a fast paced, exciting environment, then this is the opportunity for you.

Primary Accountabilities:

• Technical (10%)

• In coordination with assigned retail client, develop and manage effective and efficient program ROI


• Liaison with internal teams to assist in executing technical solutions for client’s business challenges


• Leverage technology, continuous improvement and transformational change initiatives to optimize business processes.

• Project Management (80%)

• Respond to Client's requests and inquiries in a timely manner and develop proactive communications to establish a strong collaborative relationship. Proactiveness and responsiveness are essential to this role.


• Drive the successful implementation and execution of varied programs, campaigns, and projects. Maintain program integrity upon launch. Attention to detail is essential to this role.


• Track statuses of current programs meeting timelines for each at various stages of development. Plan for future programs to ensure timelines can and will be met. Organization is essential to this role.


• Collaborate with cross functional teams internally and externally to ensure excellent execution and customer experiences. Work with teams to continuously optimize processes and customer experiences.

• Strategic Development

• Develop overall knowledge of client’s business including in-depth knowledge of merchandising plans, digital engagement, and digital rewards.


• Stay updated on existing services, latest developments in the business, and the digital landscape, and how those impact delivery and how new ideas could increase client/customer satisfaction

• Analytics (10%)

• Develop metrics and measures to help quickly access the relative success or failure of programs, and the overall success of the program to the client.


• Track performance of historical and live campaigns.


• Share insights with internal business partners for contribution to the greater strategic plan

Required Qualification:

• BA/BS Degree required, MBA preferred


• 3-5 years of experience in the Retail and/or CPG industry strongly preferred


• Knowledge of digital promotions preferred


• Ability to communicate, cultivate relationships and partner with various internal customers and external partners


• Ability to learn and understand common retailer metrics at all levels of retailer business hierarchy


• Proficiency in Microsoft Office


• Proficiency in Google Suite

• Individual Competencies:

• Proficiency in adapting to rapidly changing business needs and ensuing opportunities


• Ability to prioritize and manage multiple tasks requiring extensive follow up and timely completion


• Excellent written and verbal communication skills


• Positive attitude and ability to operate within and foster a team environment


• Must thrive in a fast-paced, high pressure, dynamic atmosphere


• Solid project management skills and acute attention to detail


• Strong work ethic

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is: 

• Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.


• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.


• Occasionally required to stand, kneel or stoop, and lift and/or move up to 25 pounds.


• Frequently required to view items at an extremely close range and must be able to adjust and readjust focus.

Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% - 66% of the time

Regularly: Job requires this activity more than 66% of the time

Safety:

• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.


• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.


• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information and achieve results.


• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.


• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

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