Customer Care Account Manager

Position Summary:

The Account Manager is responsible for collaborating with Segment Marketing to manage multiple partner relationships. The position markets and oversees the servicing strategy throughout the partner lifecycle, proactively monitors and communicates Customer Care performance and functions as the central point of contact between Marketing, Operations and the partner.
Essential Functions:

•Relationship Management of all Juniper partnerships and respective Segment Marketing Managers through the following critical functions:
•Customer Experience consultation across segments
•Quantitative and Qualitative analyses of program performance
•Coordination and Facilitation of external Partner training sessions
•Partner/Customer Escalation Management
•Proactive risk assessment and mitigation
•Executive Summaries of Segment performance

•Communicate appropriately and effectively with colleagues from all levels of the organization:
•With Customer Care Staff and Management to clarify and prioritize program support, introduce new initiatives and to assist with forecasting impacts
•With Project Management, Production Support, Training and Quality to specify and deliver solutions to support program strategy
•With Business Sponsors and Management to manage scope and communicate risks

Other Responsibilities:•Contribute to Education and Quality Department programs as required.
•Perform other work related duties as assigned.
REQUIREMENTS
Education, Experience, And Skills Required:

•Bachelor’s Degree
•3-5 years experience in Marketing, Account Management, Project Management or Customer Service support management
•Strong verbal and written communications, including proven persuasion and presentation skills
•Proven interpersonal and leadership skills
•Excellent decision making, problem solving and conflict resolution skills
•Strong prioritization and organizational skills
•Results-driven, with a commitment to continuous process improvement and quality
•Must thrive in a fast paced environment