Job Description

Job Summary

• This role is responsible for providing operational support to accounts and partners while offering process consulting expertise to the internal teams. The role analyzes market trends and financials to generate insights and advocate for customer expectations. The role contributes to process improvement efforts to enhance customer satisfaction and operational efficiency.



Responsibilities

• Contributes to the operational business relationship management of mid-sized to large accounts, addressing inquiries and resolving operational issues to ensure a positive customer experience.
• Offers basic process consulting expertise to project and account teams assisting in the development of customer solutions and the efficient execution of operational processes.
• Understands and analyzes account financials under the guidance of senior team members, monitoring budgetary aspects of customer accounts and assisting with financial reporting.
• Conducts research, analyzes data, and shares findings with internal teams to improve processes and operational efficiency.
• Collects, analyzes, and interprets data related to customer accounts, operational processes, and key performance indicators (KPIs).
• Collaborates with internal teams, such as sales, marketing, and product development, to ensure a coordinated approach to serving customers and addressing their needs.
• Provides feedback on operational processes and capabilities while advocating for customer or partners' expectations to contribute to process improvement efforts.
• Gathers and analyzes customer feedback, generates insights, and contributes to action plans for improving customer satisfaction.
• Maintains records, documentation, and reports related to customer interactions, operational processes, and project progress.
• Participates in training to enhance skills and stay updated with the latest technological advancements and market trends.



Education & Experience Recommended

• Four-year or Graduate Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience, preferably in account management, business development, supply chain, customer service, or a related field or an advanced degree with little or no work experience.



Preferred Certifications

• Certified Sales Operations Professional (CSOP)



Knowledge & Skills

NA



Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity



Impact & Scope

• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.



Complexity

• Responds to routine issues within established guidelines.



Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.