Title:Associate Account Manager

Reports to:Director, Implementation & Program Management, Revenue Operations

Classification.Exempt

Workstyle:Hybrid; 2 days in office

Salary:$50k-55k

Who we are:

AtExtu(Formerly known as Incentive Solutions/OneAffiniti) our mission is to “To inspire growth – for our clients and our employees" . As one ofAtlanta’s Best and Brightest Companies to Work For®(11 years and counting!) and a Top Workplaces®for several years, we take pride in standing out among the rest and enabling our clients to do the same. We do this by providing award winning, incentive marketing strategies, backed by data, and driven through a variety of technology tools and rewards. Both our employees and clients describe our culture as a family that supports and encourages each other to be our best.

As a fast-growing technology services company with offices in Atlanta, Austin, London, Manila and Sydney we celebrate creative problem solving and highly motivated individuals. We are a purpose and values-led organization that offers:

Working with some of the largest brands in the world
An innovative technology platform
A global company, with global opportunities
An informal, collaborative work environment with close access to senior management
Learn more at www.extu.com

Job Summary

This position is responsible for providing personalized, top-notch service to our valued customers while also focusing on customer retention strategies. Your aim will be to not only deliver exceptional service but also build long-term relationships with customers, ensuring their loyalty and satisfaction. The ideal candidate is passionate about delivering outstanding service, possesses excellent interpersonal skills, and has a proven track record in customer retention.

Duties And Responsibilities

Personalized Assistance: Serve as the exclusive point of contact for a designated group of high-value customers. Build strong relationships by understanding their specific preferences, needs, and expectations. Provide a customized and personalized experience.
Customer Retention Strategies: Develop and implement customer retention strategies to ensure long-term loyalty and satisfaction. Utilize a variety of tactics, such as personalized communication, loyalty programs, and special offers, to enhance customer engagement and reduce churn.
Proactive Engagement: Anticipate customer needs and actively engage with them to offer assistance, guidance, and support throughout their journey. Initiate regular touchpoints to provide updates, offer recommendations, and ensure their satisfaction with our products or services.
High-Level Issue Resolution: Take ownership of escalated customer issues, demonstrating a sense of urgency and commitment to finding prompt and effective solutions. Collaborate closely with internal teams to address complex or unique customer challenges, ensuring a seamless resolution process.
Product Expertise: Develop an in-depth understanding of our products or services, including features, benefits, and application scenarios. Leverage this knowledge to provide comprehensive guidance, recommendations, and insights to customers, helping them make informed decisions.
Concierge Support: Provide white glove concierge support to customers, assisting with special requests, customizations, and unique service needs. Coordinate with relevant departments or external partners to fulfill special customer requirements, ensuring an exceptional and personalized experience.
Continuous Improvement: Identify opportunities to enhance the white glove service experience by collecting and analyzing customer feedback. Collaborate with internal teams to develop strategies and initiatives that elevate the level of service provided and exceed customer expectations.
Collaboration: Collaborate with cross-functional teams, including campaign services, account management, and product development, to share customer insights, contribute to the development of tailored offerings, and provide feedback on areas for improvement in delivering white glove service.
Performs other duties and responsibilities as required by supervisor or business
This job description is subject to change at any time

Job Specifications (Required Skills)

3+ years of experience in marketing and operations
Education: Bachelors degree in Marketing, Business or related field
Strong background in customer retention strategies and techniques.
Exceptional interpersonal skills and the ability to build strong relationships with customers.
Strong attention to detail and the ability to anticipate and cater to individual customer needs.
Empathy, patience, and a customer-centric mindset.
Familiarity with CRM software and customer support tools.
Self-starter with excellent problem solving capabilities
Excellent verbal and written communication skills
Excellent organization and planning skills
High degree of flexibility

Preferred Skills (non-essential)

Salesforce, Zendeck, Asana, and Microsoft Office experience

Physical Requirements:

Travel requirement – none
Ability to lift 10 pounds (laptop for remote work)
Must be able to remain in a stationary position 90% of the time.
Move about inside the office for meetings and to access office equipment
Ability to sit for long periods of time at a computer utilizing a phone with headset
Operate a keyboard for system access and email communication
Position primarily communicates verbally with clients through phone and call center software.

Working conditions

Hybrid working from home & office environment.
Indoors, climate-controlled office

What we bring to the table:

A generous and well-funded health coverage
Complementary short-term disability and term life insurance. Options for additional supplemental life insurance, long-term disability.
Flexible Paid Time Off Program
Flex hours & hybrid work schedules
Continued education - You’ll have opportunities to pursue certifications, courses, and attend conferences to advance your career.
Charitable work – all team members have one day per calendar year to work with their charity choice. In addition, we partner Children’s Healthcare of Atlanta, Agape, and other local charitable organizations throughout the year depending on the office location/region.
A phenomenal employee rewards and recognition program.
We recognize Star Performers quarterly and Elite Performers every year.

Join our team of passionate marketers and embark on an exciting journey where your creativity and passion for design will contribute to our continued success and growth.

Extu does not discriminate on the basis of race, color, creed, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, marital status, age, veteran status, protected veterans, military service obligation, citizenship status, individuals with disabilities, or any other characteristic protected by law applicable to the state in which you work. We just want to work with good people who aim to be better, and make it better, every day.