Account Manager

ABOUT US:

REMarkets is a leading provider of lifecycle management solutions for technology companies. We are trusted by the world’s largest technology manufacturers and retailers to handle the complex process of asset recovery: collecting any type or brand of device at the end of its first lifecycle, securely destroying data, strategically refurbishing and reselling assets, and returning maximum value recovery back to our partners. Operating out of four facilities strategically located around North America, we refurbish over 99% of the assets processed, helping our partners achieve their ESG goals.

SUMMARY

The Account Manager will assume all customer-facing activities for key clients and establish the program management structure for the account. They will be responsible for customer management and growth of the account, including detailed client reporting and data analysis. This individual will also help with new customer engagements and the launch of new REMarkets services.

ESSENTIAL DUTIES AND FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage the overall customer relationship with all relevant stakeholders including third parties/vendors/customers.
• Plan and host weekly customer calls, monthly business reviews and quarterly executive meetings.
• Ensure accurate reporting and analysis and timely delivery to grow customer satisfaction.
• Analyze large, complex data sets that meet functional / non-functional business requirements.
• Communicate directly with clients/customers via phone, email, chats to provide information about products or services, job related items and tasks, inquiries, updates and issue resolutions.
• Participate and complete new client or service onboarding. working with REMarkets operations, finance, reporting and other departments
• Ensure data entries and reports are updated and reflected correctly in enterprise systems.
• Measure, report, and present program/project performance.
• Create and present reports per client needs and requests such as sales or operations analysis; as well as internal templates and upload files such as anticipated job lists, cost uploads, reconciliations.
• Interpret and explain data, charts, and reports to clients.
• Oversee risk management at a project and program level, escalate as needed.
• Work with internal teams to ensure SLA attainment, escalate issues, handle information requests.
• Other duties as assigned.

COMPLEXITIES OF THE ROLE include the following:

• Will create the style and cadence for appropriate new customer and new service offers within the company, including delivery of projects on time within budget and scope.
• Must have proven skills in participating in and motivating cross-functional teams with indirect reporting relationships and thrive in the project planning and execution phases of projects.
• Ability to work comfortably with all levels of management and employees throughout the company.
• Identifies and drives opportunities for process improvements.
• Utilizing and interpreting large volumes of data in MS Excel, Power BI, and MS Dynamics.
• Seek and identify potential data inconsistencies.
• Maintain general understanding of computer and related equipment hardware and configurations.
• Multitasking skills, handling various priorities and the ability to manage change.
• Manage ambiguous situations.

QUALIFICATIONS

• Must have a passion for customer service and account management.
• Excellent customer-facing and internal communication skills
• Excellent written and verbal communication skills
• Strong organizational skills including attention to detail and multi-tasking.
• Solid technical background, with understanding or hands-on experience in account management structure
• Proficient in using MS Office (Teams, Word, PowerPoint) and other business applications.
• Advanced proficiency with MS Excel to include pivot tables, vlookups and basic formulas.
• Knowledge of SQL and experience working with relational databases, query authoring (SQL) as well as working familiarity with a variety of databases.
• Attention to detail is critical.
• Preferred to have a proven and measured track record of delivering projects within budget, scope, and schedule.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree, relevant professional experience may be applied.
• 2-4 years of related account management, client service or data analyst experience.
• Experience in technology preferred.
• Relevant experience can be applied towards education requirement.
• A background in business skills, management, budgeting, and analysis.
• Project management experience a plus.