Customer Support Account Manager

The Account Manager will be the liaison between customers and cross-functional internal teams, ensuring our solutions are timely and successfully delivered according to customer needs and improving the entire customer experience.

• Central point of contact for strategic interactions with the customer for all matters, including non-clinical inquiries, and assist with urgent requests or issue escalations as needed.
• Analyze operational metrics to identify efficiencies and opportunities for improvement, including order rejections, order patterns, freight utilization, and compliance with GS1 standards.
• Effectively navigate internal stakeholders (Operations, Warehouse, Customer Support, AR, Product Management, Regulatory) on behalf of the customer to represent their needs.
• Develop a trusted advisor relationship with target accounts, corporate stakeholders, and Divisions.
• Provide published and customized reporting for customer and internal functions.
• Develop and implement strategies to enhance customer experiences by understanding their account needs and determining the most effective ways to fulfill those needs.
• Identify, pursue, and support new business opportunities.
• Work closely with project teams to pilot and implement solutions for target customers.
• Attend meetings (either remote or in person) with the customer to foster the account relationship and bring feedback to the department.
• Facilitate continuous improvement projects relative to assigned accounts.
• Provide direct support to account executive(s) serving as primary account lead at targeted accounts, cross-divisionally.
• Must maintain company quality and quantity standards.

Education and/or Work Experience Requirements:

• Bachelor's degree or experience of such kind and amount as to provide a comparable background.
• 3 years proven work experience as an Account Manager, Key Account Manager, or other relevant experience.

Qualification Requirements:

• High analytical skillset, comfortable working with large amounts of data, with extreme proficiency in spreadsheet creation and manipulation
• Intermediate proficiency in Microsoft Excel, including spreadsheet creation, formulas, and data manipulation.
• Able to present, communicate, and influence effectively internally and externally at all levels within organizations, including executive audiences.
• Must have effective communication skills and ability to work in collaborative and independent work situations and environments with minimal supervision.
• Ability to remain calm and receptive in fast-paced situations.
• Experience in delivering client-focused solutions based on customer needs.
• Working knowledge of continuous improvement and project management preferred.
• Proficiency in Microsoft Office software (Word, Excel, PowerPoint, and Outlook).
• Qualified candidates must be legally authorized to be employed in the United States. Cook does not intend to provide sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position

Physical Requirements:

• Ability to travel domestically and provide occasional after-hours support.
• Works under general office environmental conditions.
• Sitting for extended periods.
• Utilizes close visual acuity for working with computers and equipment.
• Must be able to perform the essential functions of the job, subject to reasonable accommodation requirements under the ADA.