Job description

Account Manager
The Account Manager serves as the main Merkle Response Management Group (RMG) point of contact for a portfolio of clients utilizing RMG’s full-service direct response processing, fulfillment and strategic solutions. The AM develops positive and effective working relationships with client representatives and internal cross-functional Merkle RMG teams to ensure strong communications and a timely and successful delivery of services. He/she becomes an expert concerning the needs and all procedures related to each client, working proactively and energetically to serve and retain each customer, while ensuring a high level of client satisfaction.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Strategic Learning and Input

• Learn and understand general development best practices and specific client information related to caging operations and donation processing
• Work with the Vice President, Client Services (VP) and the client to develop and maintain client account metrics and standard communication protocols
• Work with VP on a variety of projects/assignments
• Educates the client about response processes and operations as needed

Client Management

• Assist in successful onboarding of new clients
• Proactively manage and monitor work instructions
• Manage client projects from planning to delivery. Perform quality control checks as needed.
• Obtain pricing estimates and gain client approval
• Serve as point of escalation for clients issues and concerns
• Follow client issue resolution research process and track root cause and resolution. Provide full documentation and analysis if escalating to VP
• Ensure proactive regular ongoing communication regarding issue status

Client Administration

• Oversee preparation of documents for status meetings
• Provide clear and concise programming specifications to programming department. Perform quality control checks as necessary
• Review and approve monthly billing
• Ensure accurate and up to date client information and documentation

Account Team Collaboration

• Assist with accounts as needed
• Mentor and train account coordinator or new staff
• Maintain good working relationships with internal Merkle RMG staff,
• Represent Merkle RMG on social media by tweeting a minimum of 3 original tweets and retweeting 2 tweets weekly throughout 2020
• Ensure shared calendars are up to date

Core Competencies

• Confident, enthusiastic, and collaborative individual serving as client-facing
• Strong customer focus and problem resolutions skills
• Excellent verbal and written communication skills
• Composed and cool under pressure, able to handle stress appropriately
• Detail oriented and highly organized, with the ability to handle multiple projects simultaneously
• Maintain positive client-centric service attitude and position both internally and externally to ensure successful customer partnerships

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Educations an/or Experience
Four-year College or university program certificate; or two to four years related experience and/or training; or equivalent combination of education and experience.
Language Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Technical Skills
Excellent computer skills, competent with MS Office suite especially Excel, Word and PowerPoint. Hands-on experience with Customer Relationship Management software preferred.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to walk, sit, and talk or hear. The employee is occasionally required to stand and climb or balance. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Daily work is completed in an office environment. This role may require time spent in operational departments such as a warehouse environment or mail processing floor. The noise level in the work environment is usually moderate.
Additional Considerations
May require travel and weekend work as necessary.
Merkle RMG is an equal opportunity employer

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Experience level:

• 3 years

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Hagerstown, MD 21740: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Preferred)

Experience:

• Account management: 2 years (Required)

Work Location: One location

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