Account Manager - Customer Success

The Account Manager – Customer Success you will be responsible for leading Vytalogy the order fulfillment operations relationships with online retailers, brokers, and distributors, as well as supporting our internal teams through the organization on planning and activation capabilities – specifically tied to establishing and maintaining best-in-class service processes, capabilities, and capital to deliver upon best-in-class service metrics (fill rate, VLT, OTFI, chargeback, order confirmation, error free, and more).

• Order Management – You will be responsible for the executional and optimization strategy for the key strategic accounts, inclusive of monitoring the successful end to day process from ordering to picking/ reserving to labeling and carrier pick up. You will develop and maintain KPIs and mutual scorecards between internal stakeholders and strategic retailer partners and will own regular internal and external reporting on customer performance.

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  Chargebacks/Customer Penalties – Knowing your business will be imperative in driving efficient growth, you will be tasked with working closely with cross-functional counterparts in sales, supply planning, finance, etc...) daily, throughout the entire order fulfillment cycle to ensure alignment with customer delivery guidelines/agreements.

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  Capabilities Strategy – You will assist the organization in advancing the supply chain capabilities for the enterprise, in pursuit of growth. You will help identify key capability needs, evaluate and onboard new capabilities, processes, and vendors, and will work closely with your supply chain counterparts (DC Operations, Logistics, Production, Supply Planning, Demand Planning) to optimize service for eCommerce customers.

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  Additional Responsibilities – You will actively engage throughout the enterprise and externally with our strategic partners in a cross-functional manner; comfort and interest working and communicating business priorities with Sales, Supply Chain, Finance, and Insights functions.

• 2+ years of account management experience
• Demonstrated interpersonal skills and a foundation of strong verbal and written communication skills and follow up.
• Ability to work in variable conditions, which include multiple and sometimes conflicting priorities, extended work schedules, and specific time constraints.
• Proven success working cross-functionally (warehouse, sales, customer success), ability to gain project support from internal and external stakeholders.
• Experienced people management experience with ability to maximize organizational capacity through superior resource management and leadership.
• Demonstrated ability to identify both short- and long-range growth opportunities based on in-depth understanding of both company and customer strategies.
• Established ability to anticipate potential problems and develop proactive solutions to avoid problems; to think around a multi-faceted issue to identify the best solutions.