Overview
The Portfolio Account Manager is the primary customer relationship owner, with a focus on accounts totaling $2 million or less in revenue.
Success in this role is measured on customer results (revenue, profitability) and overall customer satisfaction.
A successful Portfolio Account Manager should be flexible enough to handle a variety of duties pertaining to internal and customer needs, but their main responsibility is to make sure customers are happy while achieving the original profitability for CompuCom, and some of their specific daily duties include :
This is a fully remote role open to US citizens based in the PST or MST time zones
Communicating with customers to ensure that all their needs are understood and addressed,
Building strong customer relationships to maintain current business and provide potential business leads to sales team,
Collaborating with various internal departments to ensure that they fulfill all customer requests,
Resolving complaints and keeping track of all processes that pertain to the client’s desires,
Collecting and analyzing data concerning consumer behavior to understand changing needs,
Utilizing all tools to ensure accurate financial and account reporting.
What We Need & What You'll Do (Responsibilities)
Primary Responsibilities :
Build, foster and grow a strategic relationship with the customer to become "a valued and trusted adviser". Ensure client satisfaction and drive / resolve customer issues.
Deliver 8+ NPS score.
Accountable for business results including margin and profitability, while minimizing mistakes. Accurate forecasting for revenue and cost, managing P&L, including responsibility for accruals and invoicing.
Ensure 95%+ accuracy in forecasting and achieve revenue and margin goals.
Monitor delivery performance and assist with driving customer or internal needs to ensure customer commitments are met. Meet SLA targets.
Assess operational and strategic performance through internal and customer-level governance.
Adhere to account plan, engage in sales pursuits, and partner with the Sales Executive to ensure customer growth including sales, renewals, and minimizing churn.
Deliver 10%+ Y / Y growth.
Who You Are (Qualifications)
Education and Experience :
Bachelor’s degree in Business Management preferred or equivalent experience
Qualifications
Minimum 8 years’ experience in related field
Experience working with client relationship management at multiple levels including VP / CIO
Experience leading teams in a matrixed organization
Service experience required
English (+ French for Canada)
Basic understanding of IT services
Experience with Salesforce, Forecast Era / Revenue Navigator
Competencies :
Customer advocate and management
Able to navigate / resolve difficult situations
Excellent sales, account & delivery skills with relevant IT / Product categories
Strong strategic and tactical account management skills
Excellent communicator
Strong initiative, leadership skills and work ethic
Strong attention to detail
Ability to work independently
Demonstrate the highest degree of respect and integrity in all aspects of the role.
Demonstrate a high degree of decisiveness, while maintaining a level of due diligence behind every key strategic decision.
Occasional travel may be required
Equal Employment Opportunity
CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
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