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Samsung Strategic Accounts Manager Samsung CARE United States, Georgia 406873838
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External (Retailer)
- Retailer Engagement:
- Store Support:
- Communication Hub:
- Serve as the primary contact for retailer Care input, managing concerns, project requests, and coordinating/leading Retailer Care projects.
Internal (Sales, Pro, MSM, etc)
- Voice of Retailer Escalations Management:
- Internal Support:
- Voice of Care:
- Act as the voice of Care to other departments for Sales/Pro, identifying and addressing Care-related pain points.
- Project Leadership:
- Contract Review:
- Repair Support:
Additional Responsibilities:
- Data and KPI Management:
- Serve as the keeper of relevant data and KPIs, preparing and presenting weekly reports.
- Issue Mitigation:
- Prioritize addressing the primary concern: minimizing negative service press from consumers.
- Proactive Escalation Handling:
- Take initiative in handling escalations promptly, ensuring no disruptions for stores, consumers, or HQ.
- Policy Issue Resolution:
- Proactively identify and address policy issues, contributing to a positive consumer and retailer experience.
Skills and Qualifications
- Bachelor’s degree with 8 years of experience or Master’s/PHD with 6 years of experience
- experience in retail account management – preferably Sales or Customer Care at a Manufacturer
- experience in Customer Relationship Management systems
- experience in developing business justifications
- experience reporting and presenting to senior leadership (VP and SVP)
- understands industry and market trends
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