**Job Summary**
- This role is responsible for managing operational business relationships with accounts, optimizing strategies, and serving as a point of contact for customers/partners for operational issues. The role participates in contract negotiations, works towards process improvements while supporting project/account teams, and identifies risks and challenges. The role gathers customer feedback, manages records of customer interactions, and prepares reports for senior management.
**Responsibilities**
- Manages the operational business relationship with mid-sized to large accounts while supporting project and account teams in designing customer solutions and optimizing operational processes.
- Analyzes account financials to develop financial strategies to maximize profitability and ROI for both the organization and the customer.
- Acts as a point of contact for customers and/or partners for operational issues, concerns, and escalations.
- Identifies process gaps, advocates for process improvements, and implements changes to enhance operational efficiency and customer satisfaction.
- Prepares presentations and reports for senior management and key stakeholders, outlining the status of strategic accounts, financial performance, and operational excellence initiatives.
- Participates in negotiations for contracts and agreements with key customers or partners to ensure that terms are favorable and aligned with the organization's objectives.
- Develops strategies for gathering, analyzing, and acting on customer feedback to improve customer satisfaction and loyalty.
- Maintains detailed records, documentation, and reports related to customer interactions, operational processes, and project progress in adherence to all relevant regulations and standards.
- Identifies and manages risks associated with customer accounts and operational processes to ensure business continuity.
- Stays updated with the latest industry trends and technological advancements while guiding junior team members in navigating day-to-day challenges.
**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 4-7 years of work experience, preferably in account management, business development, supply chain, customer service, or a related field or an advanced degree with 3-5 years of 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 multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
**Complexity**
- Responds to moderately complex issues within established guidelines.
**Disclaimer