| Job Summary |
TITLE: Account Manager
REPORTS TO: Director of Chain Accounts
POSITION SUMMARY:
The Account Manager owns existing customers throughout the deployment of the ArrowStream service model and ensures achievement of business commitments to customers. This manager owns all activities to achieve the annual business objectives through managing the annual customer P&L (revenue and margin) budget, ensuring contract enforcement, balancing between service recovery and profitability, growing the account through the effective leverage of the ArrowStream service offering and billing for additional out of scope work requests. The Account Manager drives the customer business review process ensuring timely and accurate delivery of information.
The Account Manager works directly with the customer and leads internal ArrowStream resources to expand the revenue and profit footprint. The Account Manager ensures operating principles are developed and deployed for each customer and that metrics and key milestones are tracked, analyzed and used for improvement opportunities. The Account Manager also drives timely identification and successful implementation of improvements when expectations are not being met.
This position is also responsible for deploying key service model initiatives to the organization and functional partners supporting the building of the service brand within ArrowStream.
MAJOR RESPONSIBILITIES:
Achieves account revenue and margin targets.
• Overall accountability for existing customer revenue and profit results. The Account Manager is responsible for achieving annual customer budget and billable project activities per business guidelines and approved project charter with customer.
• Accountable to minimize customer loss of revenue, develops action plans to regain lost revenue through identification and implementation of new opportunities within margin guidelines.
Demonstrates leadership.
• Deploys service model through key customer initiatives. Ensures proper support and engagement of functional partners to ensure commercial success. Ensures commercial service model ownership and leads functional partners, customers and all other partners. Understands and demonstrates leadership of key activities. Mentors the organization in discontinuing old behaviors and deploying new service model competencies.
• Leads internal ArrowStream functional partners to achieve results. Drives accountability throughout the organization to achieve account goals.
• Identifies and develops continuous improvement activities to maximize business results. Delegates key initiatives to team and ensures prioritization and results are achieved.
Manages account performance.
• Drives metrics analysis and insight into operating performance. Ensures robust internal review process as well as facilitates external review and point of contact for performance related questions. Identifies opportunities for improvement and ensures internal partners take ownership and drive results.
Promotes teamwork and development.
• Responsible for mentoring and leading the organization in commercial negotiation and problem solving, project management and customer management skills.
• Ensures roles and responsibilities are clear across internal and external organizations to achieve desired results. Leads team meetings and ensures clear actions are documented and committed enabling timeline achievement. Ensures collaboration and respect are maintained in all experiences while constructively providing appropriate guidance and feedback.
Communicates effectively.
• Oversees the development and deployment of best practices in communication processes. Ensures deployment of new processes and techniques throughout the stakeholder groups. Manages information appropriately with all parties while sharing feedback and insight to drive improvements.
• Exercises the ability to demonstrate succinctly to internal and external customers the ArrowStream value proposition through a variety of communication formats (presentations, email, phone, in person, etc). Must possess storytelling techniques and demonstrate confidence in a variety of situations at multiple levels internally and externally.
Manages stakeholder relationships and expectations.
• Ensures organization establishes expectations with all stakeholders and customers through clearly documented processes, joint services agreements and action items. Ensures understanding through direct and active communication channels.
• Makes certain that central point of contact for customer is effective; ensures certain the customer is communicating with appropriate personnel at the correct levels of the organization and that proper customer service levels are occurring.
• Ensures organization implementation and compliance to key contract provisions. Establishes operating principles.
Builds customer loyalty.
• Ensures customer loyalty by first seeking understanding of requirements, then by developing and/or implementing new processes for issues as they arise. Effectively manages trade-offs between world class customer service, profitability and capabilities.
Plans and organizes effectively.
• Demonstrates a mastery of prioritization to all stakeholders while managing multiple, and often conflicting, priorities across competing interests.
• Determines appropriate tools and processes to anticipate project challenges and risk scenarios. Implements, leads and executes proactive mitigation strategies internally and/or with clients to ensure optimal results. Ensures ArrowStream staff generates fact-based decision options regarding the appropriate risk when there is substantial project impact. Ensures management of project interdependencies and trains others in correct use of project management tools that support order and effective risk management.
• Ensures team coordination of agreed upon scope change control when a change is proposed to an ArrowStream service.
Understands technical/supply chain principles.
• Contributes technical and product knowledge throughout the customer lifecycle and understands balance and timing of involving appropriate technical resources throughout the customer experience. Can understand and deliver messages using the appropriate terminology and methodology to deliver the value proposition of ArrowStream. Actively seeks learning of new technical skills through the development process.
CRITICAL COMPETENCIES:
• Influencing for Results: Ability to persuade, influence and encourage others to achieve targeted business results.
• Maintaining Focus and Action: Ability to focus a team/group on the significance of achieving specific business goals. Must be able to communicate what success looks like in order to channel the activity and energy of all involved toward achieving identified results.
• Customer Focused: Is dedicated to meeting the expectations of both internal and external customers; establishes and maintains effective working relationships with customers; continuously looks for ways to provide world class service. Makes it easy for people to work together to improve the Supply Chain.
• Communicates Effectively: Gets own ideas across and influences others. Gains commitment and support from others.
QUALIFICATIONS:
• Type & Amount of Experience:
• At least five years account management experience (budge accountability and existing customer revenue expansion required), food industry supply chain applicability or B2B service industry experience is preferred
• Prior conflict management experience and evidence of demonstrated negotiation skills required
• Must have commercialization experience in a growth environment with demonstrated negotiation skills and contractual process understanding
• Project management experience desired
• Education:
• Bachelor’s degree (supply chain, industrial engineering) required
• MBA highly preferred
• Technical Expertise:
• Competency in working with MS Office
• CRM experience preferred
NATURE AND PURPOSE OF CONTACT WITH OTHERS:
• Frequent interactions with key customers in relation to strategic planning and presenting deliverables.
• Repeated communications with Director of Chain Accounts to communicate account management objectives and results.
BUSINESS IMPACT:
• Leads and develops organization through effective demonstration of Client Services operating system and processes while ensuring account management competencies are demonstrated successfully.
• Demonstrates strategic and tactical action planning, strong business acumen and proficient customer leadership skills.
• Displays ability to communicate effectively using a wide variety of tools and vehicles with multiple levels of people both internally and externally.
• Drives key client accounts toward growth metrics and continuously ensure organization is meeting customer service goals.
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