Operational Account Manager

The Operational Account Manager serves as the operational point-of-contact for nominated strategic or key accounts, fielding customer requests and initiating internal issue resolution.

Plans and directs activities of customer service teams to meet customer needs and support company operations, ensuring accurate order entry, shipment tracking, and timely delivery.

Develops procedures, establishes standards, and administers activities to guarantee data quality and effective responses to customer requests, problems, and special needs.

Manages the Master Service Agreement and contractual obligations; reviews and develops KPIs with customers, commercial teams, and product groups.

Coordinates pricing and ad-hoc rating to support revenue growth; drives revenue retention and YoY growth, QBR participation, and invoicing accuracy.

Engages internal resources (quality, implementation, client service), supports cash flow, accounts receivable, and reporting, and ensures operational improvements across invoicing, transit times, EDI, and order management.