Job Description

For almost 50 years, Lighthouse Professional Services has worked to provide full-service consulting and staffing partnerships to clients in Connecticut, Massachusetts, Rhode Island, New Hampshire, and the Carolinas. Our innovative solutions can reach all areas within your firm including: Administrative, Information Technology, Engineering, Finance, Clerical and Light Industrial.

Lighthouse Professional Services committed to the success of the companies, candidates and employees we serve. We invest in excellent working partnerships, powered by people.

We are currently seeking an Account Manager in East Hartford, CT

Position Summary and Special Duties:

As a (an) Account Manager your day to day duties will consist of and may not be limited to:

Serve as the primary relationship owner for an assigned group of top tier customer accounts with responsibility for retention and growth. Ensure customers derive maximum value from our services. Prepare and manage RFQ and business case proposals and present content to senior leadership. Work closely with customers to identify needs and consult on best practices for solutions. Coach, mentor and train junior account managers and support staff, this position will have direct reports.

Prepare and deliver effective customer presentations, including stakeholders at all levels of the organization. Deliver weekly, monthly and quarterly status and results presentations to internal and external teams. Regularly evaluate quality of content, managing external content creation, editorial and strategy resources. Identify new opportunities from within existing accounts, partnering with management to aid in increasing revenue. Ensure a deep enough understanding of customers individual needs to head off potential issues before they become problems.

Responsibilities:

Manage multiple accounts; develop positive working relationships with all customer touch points
Drive retention, renewals, upsells and customer satisfaction
Work closely with other Account Managers and Operations on day-to-day operational processes and implement efficiencies
Develop Analytics and work with Operations to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed
Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout the campaign
Leverage technical tools and quantitative data to manage campaigns to success, high customer satisfaction and renewal
Prepare campaign insights reporting, including analysis and research
Manage weekly campaign status documents for review
Manage customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues
Develop and adhere to established processes and workflows
Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight

Requirements:

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7+ years’ experience in Customer Success and/or Account Management
7+ years’ experience in Aerospace or manufacturing environment
5+ years’ experience in ERP systems, preferably Epicore
5+ years’ experience working in Supplier Portal Systems
5+ years’ experience coaching and managing talent
Demonstrated knowledge of FAR and DFAR requirements and government transactions
Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
Confident communication (written and oral) skills and a demonstrated ability to work collaboratively with all levels of internal and external organizations
A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables
Business acumen, sound decision making, analytical and organizational skills in a fast-paced environment; a consultative approach to managing complex client relationships
Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks
Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations
Passion about business and dissatisfaction with status quo – always thinking of ways to improve/grow assigned clients
Bachelor’s Degree in appropriate field of study or equivalent work experience, MBA preferred
Strong analytical skills
Working knowledge and experience with contracts and contract negotiations
Demonstrated ability to work independently and remain motivated
Working knowledge of computers and Microsoft office suite of services
Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks

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DETAILS:

Duration: Direct Hire
Location: East Hartford, CT.
Salary: open depending on experience.
Benefits: Yes

Qualified candidates are encouraged to apply immediately!

Please include a clean copy of your resume and salary expectations and any references.

Submit resumes to: dan.dubay@lighthousprofessional.com