AMS Account Manager

Location of the Role: Remote or On-site/Hybrid

Purpose of the Job:

Account Management Services will focus on providing exceptional customer service to a portfolio of accounts by building customer rapport, facilitating requests for purchasing additional products and/or services, monitoring and resolving customer issues that may arise by addressing, analyzing, and prioritizing concerns.  Other customer support activities include generating functional specifications for customer requested modifications, leading and/or participating in pre-sales software demos, ensuring support tickets are properly managed, and confirming billing is being properly applied.

Core Duties and Responsibilities:

• Maintain appropriate contact with portfolio of customers to keep abreast of customer’s goals and plans, and ensure concerns are being met.
• Using feedback from customers and internal Made4Net departments and a defined set of metrics, identify and solicit revenue generating opportunities that can be passed onto the Managed Integration Services or Professional Services departments for execution.
• Lead or participate in the pre-sale’s software demonstrations including: reviewing customer’s RFP/RFI or demo scripts, preparing the Zethcon demo environment, and delivering the demonstration.  Participate in the post-demonstration analysis related to developing responses for outstanding functional gaps.
• Manage the request, development, and implementation of customer requested modifications. Develop functional specifications and statements of work as needed.
• Manage customer support tickets to maintain timely resolution.
• Provide third-level support for customer support tickets.
• Review customer billing and adjust as needed. Partner with Made4Net Finance to help support a smooth and timely monthly billing cycle.
• Review the work or oversee the activities of an AMS Account Specialist for training or employee development purposes, as needed.

Core Competencies:

Financial Acumen- Interpreting and applying understanding of key financial indicators to make better business decisions

Communicates Effectively-  Developing and delivering multi-mode communications that convey a clear understand of the unique needs of different audiences

Customer Focus-  Building strong customer relationships and delivering customer-centric solutions

Optimizes Work Processes- Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement

The above core competencies are copyrighted by Korn Ferry. For more detailed information and insights, please visit KornFerry.com.

Required Qualifications:

Education/Experience:

• Bachelor’s Degree in Business/Technical field or equivalent on-the-job, vocational training or equivalent.
• Must have at least 5 years’ experience with software development life cycle (SDLC).
• Preferred prior experience or skills include account manager/client responsibilities, knowledge of Logistics/Supply Chain management industry, coding, and software testing.
• Proven track record of being a motivated self-starter with ability to work in a fast-paced production environment and meet critical deadlines.
• Adept at delivering presentations confidently in a variety of settings and at all levels within an organization.

Computer/Software Knowledge:

To perform this job successfully, an individual should have knowledge of Microsoft Office Suite (Word, Excel and PowerPoint), Project Management software (SmartSheet, MS Project, etc.), integrating with 3rd party software, and various Warehouse Management Systems.  Experience with Oracle, SQL Developer or Toad, Crystal Reports, NiceLabel or another label software a plus.

Physical Demands:

The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include utilizing close vision for reading or viewing a monitor, etc. While performing the duties of this job, the employee is regularly required to sit, stand, verbally communicate, and perform intricate finger dexterity to type or manipulate electronic documents while speaking or listening.  This position may work from home. Must be available for 10% or more travel time to customer sites, conferences, trade shows, or industry events.