The Senior Manager, Customer Solutions is responsible for creating, implementing and maintaining effective account management practices across the Plastics and Regenerative (PRM) customer base. This role will develop deep customer relationships to meet both near term and future profitability measures for assigned objectives. The Senior Manager will be responsible for implementing and maintaining programs to drive leading edge practices and enhance the PRM customer experience. This position will work closely with all PRM departments and supporting functions to ensure that all Customer Solutions activities are executed within Internal and Government / FDA compliance guidelines.
Main Areas of Responsibilities
Responsible for actively identifying challenges and opportunities to ensure company success by actively managing all aspects of assigned Supervisor and Account Managers activities, including but not limited to: opportunity identification, resource utilization, and assurance of customer satisfaction
Ensures cross-functional alignment of key strategies and tactics, and ensures effective communication and implementation
Facilitates account management, advocacy, coalition building, and pull through for state, regional and national policy initiatives
Influences local decision-making that advances awareness and adoption of Leading PRM programs
Represents Customer Solutions at national sales meeting, customer visits, and regional meetings
Exercises sound judgment and ensures integrity and compliance with company policies in all activities and communications
Implements, plans, analyzes and interprets recommendations for areas of responsibility providing the management team with relevant and timely business strategies
Develops innovative and comprehensive Customer Experience strategies and communicate them effectively within and across the organization to gain alignment and drive critical decision making
Consults with the director and other senior members of management as well as the Sales and Marketing departments on implementing Customer Operations strategies
Evaluates aspects of fresh Customer Experience opportunities and determining of sales potentials, competitive threats and corporate synergies
Responsible for the development and maintenance of various KPIs as well as forecasting models for the long-range capacity planning and promotional opportunities
Identifies, verifies and reports the industry trends and estimates the impact to PRM Customer Solutions
Drive continuous improvement within the Account Manager team to ensure leading edge service to our customers
Identify value propositions and effectively communicate messages to customers
The following listed requirements need to be met at a minimum level to be considered for the job:
Customer Service and/or Account Management, Marketing or eCommerce
5-7 years of experience in a supervisory capacity
Proven team development and leadership skills
Excellent working knowledge of Microsoft Office Suite
The below skills are attributes that may not be mandatory, but are definitely desired in the ideal candidate.
Strong business acumen for effectively managing the costs and revenues. Anticipating market and client opportunities and responding appropriately.
Ability to develop market expertise and geographical knowledge of major clients, competition, economic trends etc.
People development skills (leading, training, mentoring) for Supervisors and Account Managers
Strong relationship building skills to advance customer focused account interactions
Autonomy and flexibility to manage multiple priorities simultaneously
Superb written and verbal communication skills.
Technical proficiency and analytical skills
Strong leadership and team development skills
Customer advocacy and strong company representation presence
Proven track record in achieving high sales targets and goals while motivating account executives to do the same.
Ability to build new business relationships and networking skills
Ability to present to high level business executives
Continuous improvement focus, considering feedback from all levels
Awareness of all competitive activities within accounts and ability to take action to prevent attrition
Ability to champion the customer/client at all levels internally