Client Account Manager

Channel Fusion is the trusted channel marketing management partner of America’s top brands. We bring the passion to support our customers optimize their channel marketing programs through best practices, continuous improvement, performance insights and technology solutions, resulting in measurable results. We specialize in providing high tech, exceptional channel support services and custom technology solutions.
At Channel Fusion we value creating excellent customer experiences and an awesome product experience as well as great teamwork and delivering on commitments. Our values drive our culture, our decision-making, and our success. The Client Account Manager will have an opportunity to gain valuable experience and skills in devising effective strategies and working across the organization to ensure a great experience is delivered to one of our leading Global Fortune 500 customer and their independent retail channel. We give really driven people the opportunities to grow, make a difference in the company and be rewarded for their contributions.
Responsibilities include:

• Serve as appropriate level of client contact on all assigned accounts. Respond to all questions and concerns of client and manage all status meetings. Ensure appropriate client service issues are escalated as necessary.
• Assist in facilitating customer journey workshops and leading quarterly business reviews. Ensure all reporting is accurate and deliver metrics and business review documents for each assigned client.
• Gathers customer requirements via workshops, meetings, site visits, scenarios, and other methods.
• Identifies and establishes scope and parameters of business requirements on a project-by-project basis to define outcome criteria, and metrics.
• Works with stakeholders and project team to prioritize collected requirements.
• Researches, reviews, and analyzes existing functionality in customer portals to develop strategies for enhancing or further leveraging the functionality.
• Optimize customer experience across our solution platform.
• Liaison between the operations and technology team when launching new programs and technology features.
• Track and monitor technology requests for account projects including prioritization, scope, and progress. Take the lead in coordinating business review of customer acceptance testing and QA of new system functionality.
• Communicates changes, enhancements, and modifications of business requirements — verbally or through written documentation — to project managers, sponsors, and other stakeholders so that issues and solutions are understood.
• Coordinate and prepare the account team and customer stakeholder for the rollout of new functionality and programs. Liaison with customer contacts and account team to demo and train new users on new functionality with reports.

Knowledge, Skills and Abilities:

• Bachelor’s degree, preferably in business, marketing or communication
• 2-4 years of experience in an agency environment or training or project management experience
• Client centricity focus
• Strong data analysis skills
• Technology-minded
• Demonstrated leadership skills and ability to take initiative
• Excellent verbal, written and interpersonal communication skills
• Strong organizational, multi-tasking and prioritizing skills

What will make you successful:

• Great communication skills
• Accountability & dependability
• Adaptability & flexibility
• A strong attention to detail
• Follow-through & persistence
• A healthy mix of creative and analysis skills
• Advanced Microsoft Office User: PowerPoint, Excel, and Word.

Job Type: Full-time