Operations Account Manager

Role Overview

• Serves as lead for account support team, including training on account support details and internal alignment of daily tasks.
• Coordinating numerous team members to maintain overall OTD, timelines, and schedules—removing barriers to success.
• Serve as the cross-functional single point of contact internally & externally for recurring NPI & support service needs; leads complex cross-functional global projects to support short/long-term improvements.
• Accountable for the overall health of the relationship from both customer and Arrow perspective; manages, monitors daily, and can report out if given notice: open orders, forecast, NPI dates.
• Leads stakeholder management sessions and keeps management abreast of potential issues.
• Develop strong and trusted relationships with customers through providing timely responses to all customer-driven performance inquiries.
• Work with the business team in contract renewals, extensions, and scope change activities.
• Develop, implement, and manage customer success strategies to identify and resolve operational / service matters, working cross-functionally to drive improvements.
• Drive improved profitability by monitoring financial metrics (inventory, margin, etc.) and provide improvement suggestions and implementation plans.
• Execute lessons learned on customer engagements to ensure issues are fixed and provide feedback across organizational lines to help reduce escalations and improve process/service delivery.
• Leads a strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones.
• Key speaker and organizer of QBRs as we steer to short and long-term improvement.

Requirements

• Key customer interface – needs to have all the communication “soft skills” and be comfortable to present at all levels.
• Ability and willingness to deliver bad news and have a solution to improve.
• Empowered with internal authority across the org, acts as a team leader representing their customer accounts.
• Ability to independently self-manage without extra management involvement or oversight.
• Proactive approach to account management with an emphasis on automation.
• Exemplify leadership skills by being able to thoroughly train operational processes for the offshore support team.
• Project Management experience when approaching customer support.
• Developed organizational and time management skills.

Benefits

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Short-Term/Long-Term Disability Insurance
• Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
• Paid Time Off (including sick, holiday, vacation, etc.)
• Tuition Reimbursement
• Growth Opportunities
• Discounted RTD Passes, with convenient office location off RTD Light Rail (Dry Creek Exit)
• On-site Café with Catering Option for Busy Lifestyles
• 4/7/365 On-site Gym and Lockers, Free for Use to All Employees
• Bike Racks