Key Account Executive, Healthcare
Staples Promotional Products
SFDC
Customer Success Consultant, Store Kitting
Staples Promotional Products
full-time
Posted on:
Location: Florida • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
SFDC
About the role
- Resolve escalated customer inquiries related to service/non-selling issues to ensure successful resolution and good customer experience
- Perform necessary non-selling tasks and account maintenance in support of customer onboarding, program rollouts, and other customer program and support projects
- Determine root cause of issues as appropriate including delivery, website updates, credit/billing, order quotes, product/stock, returns, and vendor inquiries
- Assist in facilitating customer projects, relevant communications with updates to customer and sales counterparts
- Leverage support interactions to educate customers on core program features and self-service options and/or customer service when feasible
- Consistently meet activity goals and daily metrics, utilizing salesforce.com to track account and planning activities
- Timely Issue Resolution and Customer satisfaction
- Reduce non selling activities for the Account Manager
- Solicit and incorporate Account manager feedback and Internal Customer and External Customer Feedback
- Implement or facilitate improvements to procedures, services, or products, as well as development of new ideas, methods, techniques, services, and products
- Account set-up and maintenance
- Root cause analysis
- Account assortment and pricing
- Implementation
- Communicate an exchange of information both orally and in writing with both external and internal customers to include peers, managers, sales, and sales leadership
- Work cross functionally and inclusively to gather diverse perspectives to craft solutions and strategies
Requirements
- Ability to interface at customer’s Manager, Director or VP levels; Strong business acumen
- Ability to manage a demanding and unpredictable workload with efficiency and poise to resolve issues
- Strong knowledge of Business Essentials including facility and breakroom, technology products, business furniture, print and promotional products
- Experience with administrative, project management tasks
- Process improvement and implementation experience
- Previous experience with account management
- Experience and proven track record of managing programs, issue resolution, root cause analysis and customer interaction
- Price Decision Making: Make discretionary pricing decisions based on their knowledge of the account and predetermined parameters set with the seller for independent daily adjustments to account quotes and pricing
- Team Selling Environment: CSC is required to be actively involved in the future growth of an account
- Ability to function independently with minimal daily supervision
- Verbal and written communication skills
- Problem Solving Skills
- Knowledge of product, product applications, pricing, competition, and sales objectives
- Business process impact knowledge
- Time management skills
- Previous exposure to customer service escalation
- High school diploma or GED
- 6+ months experience using Microsoft Office
- Proficient in Microsoft Office and other basic software tools
- 2+ years experience in CSC with the ability to partner with the IKAM position, Category AE’s and the B2B site developers
- 2+ years of business experience
- 2+ years PC Skills including Word, Excel, Access a plus
- 2+ years experience in Sales to include knowledge and understanding of the sales organization process
- Preferred: Bachelor's Degree
- Preferred: MS Access skills
