Job Description
Job Summary
PLEASE READ: Candidate must be local to the Tampa, FL area. This role is in-office 4 days per week (Mon, Tue, Thu, Fri) in our Tampa, FL office. Relocation package is not being offered at this time.
The Account Manager is part of our Customer Success team and is responsible for the onboarding of new Brand Customers, the health of existing Brand customer relationships, and completion of incoming Brand customer requests/questions (generated from phone calls/emails).
Top KPIs
1. Number of Brand customers managed.
2. Percentage of Brand content approved
3. Number of Retailers connected vs active.
Job Responsibilities
o Daily and weekly monitoring, auditing, and reporting of key indicators of Brand’s overall program health (number of linked retailers and sufficient approved content for Brands assigned to the Account Manager).
o Consult with the Lead Account Manager and Director of Engagement and Success, providing intelligence as to potential growth opportunities across ThumbStopper’s existing customer base as applicable.
o Create and configure Brand customer accounts within the ThumbStopper system.
o Facilitate the approval of content to a Brand customer's retailer network as needed (to include approving content in cases of Brand unresponsiveness).
o File JIRA tickets to report issues, bugs, and feature enhancements to the technology department.
o Maintain the Brand Playbooks of the Brand customers assigned to the Account Manager.
o Work with the Brand’s assigned Account Executive for new client onboarding including marketing materials, Brand system training, and TM webinars, as needed.
o Responsible for the creation and presentation of Quarterly Business Reviews as needed.
o File monthly co-op/billing reports for Brand customers where contractually obligated.
o Understand and follow documented SOPs related to each Brand partner for proper account configuration and Salesforce workflow channels.
o Barometer has a content fulfillment percentage of 85% or greater on all assigned Brand customer accounts.
o Number of subscribed retailers is greater than or equal to the minimum required retailers as stipulated in the Brand customer’s contract (across all assigned Brand customers).
Daily Requirements
· Contribute a minimum of 40 working hours per week
o In-office Monday, Tuesday, Thursday, Friday with Wednesday being a remote workday.
o Work Hours are 8:30am - 5:30pm Monday through Friday
· Participate in scheduled meeting(s) as required.
· Maintain collaborative team presence using Ticketing and Conversations in Salesforce, via Slack, and by actively participating in company meetings.
· Professional interaction with company departments including sales, technology, and executive management departments.
· Other duties as required.
Required Skills
● Professional verbal and written communications skills.
● 3-year minimum in customer service.
o Proven ability to build and maintain relationships with customers and internal stakeholders
o Demonstrated competence sharing info out to CS team and being a Brand customer’s subject matter expert
o 6-months minimum in any ThumbStopper Customer Success role
● Organized with attention to detail.
● Proficient with all platforms used by ThumbStopper.
o Including but not limited to; Microsoft Office Suite, Salesforce, ThumbStopper Application, and Scrubby.
Physical requirements
● Prolonged periods of sitting at a desk and working on a computer.
● Able to lift 15+ pounds.
Education / Experience
● High School diploma.
● 4+ years of experience in customer service or similar role.
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- Medical Insurance
- Dental insurance
- Life insurance
- Short- & Long-Term Disability Insurance
- Accidental Death or Personal Loss insurance
- 401(k)
- 12 Paid Holidays annually
- Unlimited paid time off
- Gym membership reimbursement
Schedule:
- 8 hour shift
- Monday to Friday
Education:
- High school or equivalent (Required)
Experience:
- Microsoft Office: 2 years (Required)
- Customer support: 2 years (Required)
Ability to Commute:
- Tampa, FL 33609 (Required)
Ability to Relocate:
- Tampa, FL 33609: Relocate before starting work (Required)
Work Location: In person
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
Schedule:
- Monday to Friday
Experience:
- Account management: 3 years (Required)
- Microsoft Office: 3 years (Required)
Ability to Commute:
- Tampa, FL 33609 (Required)
Work Location: In person
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