Customer Service Account Manager
19 hours ago
Join our ContactPoint360 Family, today
At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.
We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.
Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.
**Our Purpose**:
Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.
**Position Overview**
The Customer Service Account Manager, whilst working closely with Sales and other Commercial personnel to support sales objectives through strategic and tactical activities, actively engaging with current customers, and provide the highest level of customer service to ensure long-term relationships and retention.
The Customer Account Manager will oversee all operational and administrative processes associated with the Customer Service department. This role will assist in the development and implementation of a world class Customer Experience model that is ahead of the curve to anticipate changes in customer needs, prepared to expand quickly and efficiently, and considered the best in the industry.
The Customer Account Manager should be prepared to handle multiple tasks, to answer to a variety of queries that will come from a diverse Customer base that may include health care professionals, cancer patients and their family members, media representatives, insurance company claims managers, internal sales representatives, and others.
The impressions we create when we interact with those people who seek us out will play a significant role in establishing favourable customer experiences. The Customer Account Manager will need to understand not only the technical aspects of the services that Exact Sciences offers but must also possess the ability to communicate professionally and effectively with all individuals, including external customers and other international personnel.
The Customer Account Manager will also serve as a liaison to International Sales and Marketing and provide customers with logistics and personalized customer service as it relates to the international market.
**Essential Duties**:
include but are not limited to the following:
- Inspire and drive customer success culture across the commercial organization.
- Identify and execute effective solutions to address all client’s critical business issues.
- Advocate customer needs through cross-functional internal partnerships with commercial, services, operations, and logistics.
- Oversee the development of the Customer Utilization report to support business growth and strategic initiatives.
- Define and track account KPIs to measure effectiveness of the account; be responsible for preparing and communicating executive summary of progress and achievements within accounts to commercial team.
- Partner with the Customer Service team to develop efficiency and process improvements to enhance the customer experience.
- Handle and resolve escalated complex customer requests or complaints, as appropriate.
- Maintain a high level of account expertise and management as it pertains to Exact Sciences’ international partners and accounts.
- Answer in-coming calls to the Customer service hotline during business hours and reply to phone messages left overnight when the phones are not staffed. Document all calls according to Customer Service Policy and Procedures.
- Oversee order fulfilment for all orders originating in EMEA, including assistance with the retrieval of specimens from submitting hospital and collaborating with field sales to ensure the ordering experience of the customer is seamless, timely and effective.
- Assist with effective communications across intra-department teams, with a primary focus on the daily activities and needs of Customer Service International Team.
- Maintain a productive operational relationship with the Information Technology, Commercial and Customer Service teams.
- Represent Customer Service in inter-departmental meetings, conference calls, and presentations as it relates to International.
- Address all clinical inquiries referencing the scripted responses available on our knowledge database or according to common sense and training.
- Triage inquiries to the appropriate person, office or d
-
Customer Service Account Manager
3 weeks ago
Montréal, Canada ContactPoint360 Full timeAt ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in...
-
Customer Service Manager
6 months ago
Montréal, Canada Hood Packaging Corp Full timeJob description:_ Under the responsibility of the Plant Services Manager, the Customer Service Manager will be responsible for all aspects of the Glopak Division Customer Service Departments and its internal and external customers. More specifically: - Act as customer representative for specific large Glopak accounts - Direct and supervise Customer...
-
Customer Success
7 days ago
Montréal, Canada Angel Host Full time**We’re hiring!** We’re Angel Host, a data-driven and tech-enabled Vacation Rental Maximization service provider that helps Property Managers and Owners worldwide out-perform their market. With Angel Host taking care of pricing, reservations, and channel marketing, our vacation rental management clients get to focus on growth or simply enjoy a reduced...
-
Accounts Receivables
7 months ago
Montréal, Canada Brixton Full time**Help us boldly shape Canadian Retail** Brixton Canada Inc. has been serving Canadians from coast-to-coast since 2018. Our vision is to become the #1 premium retail brand in Canada by 2026 and we are focused on innovating and making important investments in our business, especially when it comes to our people. To reach our goal, we need the best of the...
-
Customer Service
6 months ago
Montréal, Canada Logica Sport Full timePassionate about providing excellent customer service? Would you love to work in the sports industry? **KEY RESPONSIBILITIES**: - Provide quotations and manage customer accounts while ensuring their satisfaction with our services and products - Process orders and ensure they are delivered in a timely manner - Collaborate with internal teams to ensure...
-
Customer Service Manager
6 months ago
Montréal, Canada Walmart Canada Full time**What you'll do... **:Working as a Customer Service Manager at Walmart Canada is a great way to develop your skills in the retail industry. A Customer Service Manager coordinates front end operations to provide exceptional customer service to ensure a positive shopping experience and customer loyalty. This role is also accountable for maintaining compliance...
-
Customer Service Manager
6 months ago
Montréal, Canada Walmart Canada Full time**Position Summary... **:Working as a Customer Service Manager at Walmart Canada is a great way to develop your skills in the retail industry. A Customer Service Manager coordinates front end operations to provide exceptional customer service to ensure a positive shopping experience and customer loyalty. This role is also accountable for maintaining...
-
Key Account Manager
3 months ago
Montréal, QC, Canada Newrest Full timeNewrest recherche un(e) Key Account Manager pour rejoindre notre équipe. En tant que Key Account Manager, vous serez le principal point de contact pour nos clients stratégiques, responsables de la gestion et du développement de nos relations commerciales clés. Vous jouerez un rôle crucial dans la fidélisation de nos clients et l'expansion de notre...
-
Account Manager
7 months ago
Montréal, Canada XRM Vision Full timeCompany Description **XRM Vision** is a leader in developing customer relationship management (CRM) strategies and in implementing **Microsoft Dynamics 365** CRM solutions. We make it our mission to help clients unlock their full business potential by providing them with an exceptional customer experience and by offering them ambitious growth...
-
Account Manager
4 days ago
Montréal, Canada Ashfield Engage Full timeAre you looking to be part of the pharmaceutical industry? Are you an individual who is extremely organized and loves to build relationships with your clients through excellent customer service and provide solutions? The Account Manager will develop and manage long-term relationships with their assigned clients. Tasks involve ensuring client objectives are...
-
Customer Service Manager
7 days ago
Montréal, Canada FortNine Full timeFortNine is a rapidly growing motorcycle and powersports e-commerce company. Join a team of multidisciplinary experts passionate about making an impact on the industry and redefining how people shop in Canada. Reporting directly to the Director of Operations, the Customer Service Manager is responsible for ensuring that FortNine customers are satisfied at...
-
Customer Service Manager
5 days ago
Montréal, Canada FortNine Full timeFortNine is a rapidly growing motorcycle and powersports e-commerce company. Join a team of multidisciplinary experts passionate about making an impact on the industry and redefining how people shop in Canada. Reporting directly to the Director of Operations, the Customer Service Manager is responsible for ensuring that FortNine customers are satisfied at...
-
Account Manager
7 months ago
Montréal, Canada Equisoft Full time**Account Manager** **What is Equisoft?** Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world's leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks...
-
Account Manager
15 hours ago
Montréal, Canada CEATI International Full timeThe **Account Manager **plays a critical role in ensuring that customer needs and issues are being met and supported via our program content and product portfolio. Customer service, value and retention is at the forefront of our principals. Reporting to the VP of Account Management, this role will provide added impact by managing the sales process,...
-
Account Manager
7 months ago
Montréal, Canada Parallels Full time**Account Manager - Parallels** Push the boundaries of tech. In your sweatpants. The top creative and technical minds could work anywhere. So why are so many of them choosing Alludo? Here are three reasons: - This is the moment. It’s an exciting time at Parallels (a division of Alludo), with new leadership, a refreshed brand (you probably know us as...
-
Account Manager
6 days ago
Montréal, Canada Direct Travel Full timeMission - Develop and maintain long-term strategic relationships with existing client companies. **Responsibilities**: - Manage all aspects of the relationship between Vision Travel and a portfolio of corporate clients, including but not limited to the following: - Customer loyalty - Management of all contractual conditions of existing customers, in...
-
Account Service Executive
4 weeks ago
Montréal, QC, Canada The Travelers Companies, Inc. Full timeSolid reputation, passionate people and endless opportunities. Our superior financial strength and consistent record of strong operating returns mean security for our customers – and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference. The Bond & Specialty Insurance (B&SI)...
-
Account Manager
1 week ago
Montréal, Canada Grainger Canada Full time**Primary Function**: Manage an account portfolio of approximately 45-60 large size customers, including National Accounts and contract customers. Develop sales plans that effectively market Grainger's value proposition to customers in their account territories to drive profitable sales growth. Utilize Sales Management System (SMS) to understand customer...
-
Account Manager
5 days ago
Montréal, Canada Altair Engineering Full time**Transforming the Future with the Convergence of Simulation and Data** **Account Manager**: Do you like a challenge, are you a complex thinker who likes to solve problems? If so, then you might be the new Altairian we are searching for. At Altair, your curiosity matters. We pride ourselves on a business culture that enables open, creative thinking, and we...
-
Account Manager
2 weeks ago
Montréal, Canada TEN (Transportation Equipment Network) Full timeTransportation Equipment Network (TEN) is proud to be the North American leader in transportation equipment and solutions. We're full-service and fully loaded with an industry-leading diverse fleet of over 80,000 trailers and a support network of 240 service bays, 118 mobile service trucks, and 430+ skilled mechanics. Equipped with decades of knowledge and...