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Account Manager-Expert

Stericycle | Indianapolis IN 46278 USA | Full Time | Posted: 03/24/2020

Job Descriptiontop

Position Purpose:

The Account Manager on the recall team will be responsible for new / strategic assigned accounts and their overall growth, retention, and strategic planning. Responsibilities include demonstrating Stericycle's Expert Solution's value to clients and appropriately positioning Recall services as viable solutions to assist clients in meeting their objectives. The Account Manager will assume ownership of the client and be responsible for issue resolution, client satisfaction and retention. This role will be responsible for keeping supervisor and Expert senior management abreast of activity and issues with assigned clients.

Key Job Activities:

• Conduct business reviews annually with top identified quarterly updates, where appropriate.
• Project management oversight including campaigns, initiatives, reporting, and issue resolution. Provide activity reports documenting results of defined activities and successes. Provide interpretation of trending reports, as appropriate.
• Create and maintain accurate strategic account plans for top identified clients to review with management, senior leadership, and sales, where appropriate.
• Accountable for maintaining or increasing client satisfaction levels.
• Partner with top identified clients through a strategic and consultative approach to understand business needs, issues, and priorities. Review complex client requirements on ongoing basis and provide specific solution recommendations.
• Coordinate the daily communication and logistical activities for each assigned account across IT, product warehouse, call center and finance as needed. Gathers information from other Stericycle departments to research and troubleshoot issues and document information for the client. Efficiently and competently handles problems, when things go off plan due to (change in scope, change requirements, missed deadlines, etc.) and makes modifications to the plan with the input and assistance of key stakeholders.
• Provide soft-sales (up-selling opportunities) or articulate these opportunities through the appropriate Sales channels.
• Ownership of primary relationship. Build rapport starting with onboarding meetings and continuing through life cycle of the relationship. Strengthen bond through self-education of client by developing and maintaining thorough understanding of clients' business including their products, services, website(s), competition, etc. as preparation for role as consultant. Manage and expand Web of Influence.
• Accountable for meeting and/or exceeding assigned sales objectives, whether individual or team. Maintain utilization of existing products and services; and revenue. Identify and build new revenue streams by proactively engaging clients in up-sell activities. Qualify lead for new products before passing off to appropriate team (i.e. contracts, sales).
• Work collaboratively with Client Services team members and Sales team members to gain best penetration into account and to build and grow relationships and identify new opportunities.
• Delegate issue resolution to appropriate team(s), track and communicate internally and externally. Troubleshoot client issues related to call handling, report availability, service levels, data issues, and strategic partners. Coordinate involvement of other team members including, operations, management, IT, contracting in order to meet account performance objectives and customer expectations.
• Facilitate contract renewals for assigned accounts and/or engage internal contracting team as necessary.
• Affectively articulate Experts value proposition.
• Possess intimate knowledge of Recall products, processes, goals, and values.
• Mentor and assist new hires, including CSS and SRs to enhance skill levels and develop the client services team.
• Manage and track all relevant communications with assigned clients within the SalesForce tool.
• Effectively share client best practices.

Experience (North America & LATAM):
Experience (EMEAA):
Certifications and/or Licenses:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.

Job Detailstop

Location Indianapolis, IN, 46278, United States
Categories Sales/Retail/Business Development

Location Maptop

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Job Code 1539

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