Associate Account Manager
CommerceHub - Albany, NY

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Role Summary
The Associate Account Manager provides support to CommerceHub’s merchant partners. Additionally, this role is Account Management’s onsite resource for production support, supplier onboarding, client enhancement, and/or change requests for CommerceHub’s Drop Ship and Content applications.

Specific Duties
The Associate Account Manager will be responsible for the following:

  • Serve as the primary operational point of contact for assigned merchants, as follows:

o Provide support and guidance to merchant operational management teams on overall drop ship performance
o Proactively communicate with merchant clients regarding file or communication failures between client and CommerceHub
o Lead weekly onboarding and operational support calls with merchants’ primary operational teams
o Support all report requests for assigned merchants

  • Serve as backup for assigned merchants’ Account Managers
  • Act as Subject Matter Expert (SME) for all aspects of the merchant’s CommerceHub relationship (including message formats and schedules, business rules and processes, data translations and validations, and communication methods)
  • Manage full lifecycle issue / resolution process, working closely with both internal and external stakeholders to drive closure, and ensure timely resolution of production support issues
  • Track and monitor client-facing issues using ticketing software, and alert management to trends based on client feedback
  • Work with Professional Services to support new merchant integration projects, as well as enhancement projects for existing merchants, to ensure consideration of Client Services operational support and review project documentation
  • Provide partner feedback to Product Management, as it relates to new or enhanced capabilities or processes
  • Serve as a Client Services (CS) resource and product expert for assigned merchant partners and point of escalation for potential defects prior to going to development. Specific CS support includes:

o Provide account overview reviews to the team for new partners as well as enhancement projects.
o Prepare internal documentation, including, but not limited to: training, internal knowledge base, procedures, integration, and enhancement summaries

  • Attend onsite visits with merchants on an as-needed basis, including one onsite visit for new merchants to provide training and an operational support overview, and up to two (2) annual operational performance and support meetings with large merchants
  • Rotate on-call support for after-hours coverage monthly
  • Conduct new retailer demos
  • Perform initial requirement gathering for merchant enhancement requests
  • Support after hours merchant production issues
  • Perform other duties as needed

Successful candidates for the position must meet the following requirements:

  • 4-year degree in related field (B.S. degree preferred)
  • 2-3 years account management or project management experience
  • Excellent communication (written and verbal) and problem-solving skills
  • Ability to organize work, prioritize tasks, and manage multiple & changing priorities
  • Ability to write in clear, concise, organized manner with appropriate level of detail
  • Strong understanding of data structures, file formatting (EDI, XML, Flat File), and communication protocols (AS2, FTP, HTTP)
  • Experience with Windows computing environment (Macintosh a plus), Microsoft Office, ticketing and CRM (Customer Relationship Management) systems

About CommerceHub®
CommerceHub® is a leading provider of hosted supplier integration and order management services for multi-channel retailers. We are currently in an exciting period of growth and stability that provides an ideal work environment. CommerceHub® offers competitive compensation, 401k, health benefits, and outstanding growth opportunities EOE.