We are searching for that extraodinary Client Relationship Manager who has passion, energy, is strategic, and smart !
The Company
This amazing on-line B2B e-commerce platform is expanding. The company delivers a 3-way, purchasing, fulfilment and invoicing platform to their customers mostly in the pharmaceutical arena. Utilising market-leading technology and streamlined logistics this platform is designed to revolutionise how pharmacies do business by delivering enhanced customer experiences and cost savings. Due to their rapid growth and innovative management they now require an Client Relationship Manager to work closely with the internal and external stakeholders of their business.
About the Role
As the Account Manager, you will play a leading role in ensuring that supplier efficiencies and sales growth are achieved in the shortest possible time and are improved upon on an ongoing basis. We are looking for a gun, firecracker, mover and shaker...... call it what you want, but the candidate that we are looking for must be a high achiever, hungry for success, and sleep, eat and breathe customer service and relationships. Both Buyers and Sellers are considered customers so you must be able to manage multiple tasks and competing priorities with excellent process driven capabilities.
What You’ll do:
Working closely together with the Senior Management your responsibilities will include:
* Onboarding: Manage the process of onboarding new customers (buyers and sellers).
* Customer Journey Maps: Develop and continuously optimise customer journey maps and customer UX to achieve customer advocacy.
* Account Management: Analyse customer data and customer needs, with regular account management meetings to identify and deliver on increased customer activation with the company's platform, resulting in measurable benefits for the customer towards the customer’s goals.
* Customer Support: Engaging all stakeholders to support processes that exceeds expectations of customers through proactive and reactive issue resolution to achieve customer advocacy.
* Customer Relationships: Establish trusted adviser relationships with customer executive leaders and key stakeholders so that all of company's activities are closely aligned with the customer's business goals.
* Company Platform: Develop a deep understanding of the platform, specifically in relation to customer and product attributes and capabilities.
* Product Development: Represent customer needs in the continuous development of the platform.
* Procedures: Create and maintain standard procedures that drive consistency and efficiency among team members for the onboarding and customer support functions ensuring engaement accross the organisation
What You’ll Need:
* Passion for customer service, going above and beyond and developing customer advocacy.
* A strategic thinker and doer
* 5+ years of customer facing experience (customer success, account management, sales, marketing)
* Strong process thinking and experience implementing and optimising processes.
* Strong multitasking and prioritisation skills and ability to get things done quickly.
* Flexible to deal with issues that require action after hours.
* Proven track record of Building, managing and unblocking relationships
* Turning detractors into advocates, and driving issues to resolution with great customer satisfaction
* Enthusiastic and creative leader with the ability to inspire others
* Excellent verbal and written communication skills with the ability to present and debate recommendations at the executive level
* Data-driven decision mentality and sound business judgment through strong analytical thinking
If you are looking for a next level role, one where you can showcase your experience and abilities in client relationships and processes, we are looking forward to meeting you!
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