Note: The job is a remote job and is open to candidates in USA. Kobie is a leading company in loyalty solutions recognized as a Top Workplace in the USA. As a Senior Account Manager, you will provide operational support for key accounts, manage client communications, and drive strategic initiatives to enhance client loyalty programs.
Responsibilities
- Maintain frequent, intentional, collaborative, and pro-active communication with client as their primary point of contact for day-to-day management
- Deliver cross-functional insights, recommendations, thought leadership and feedback as a trusted advisor with deep understanding of your client’s business challenges and goals
- Manage Client Services 90-day planning cadence and planning cycles in support of your client’s program as agreed to, such as: weekly and monthly check-ins and planning meetings, 1:1s with primary contacts, exec check-ins between senior stakeholders, and EBRs
- Prepare and publish advance meeting agendas, follow-up contact reports, client presentations, weekly client updates, and other client communications and correspondence
- Develop, manage and operationalize account plans and strategic and technical roadmaps to ensure all initiatives are delivered on time and with a high degree of excellence
- Provide account expertise and insight to guide cross-functional Kobie and client teams across program strategies, initiatives, and work streams to ensure program delivery is strong and consistent
- Support cross-functional efforts to optimize Kobie client’s loyalty program in support of Kobie’s mission to drive enterprise value through Loyalty, including bonus offer planning, management, measurement and reporting
- Field and manage client requests and changes to administrative program functions, such as earn rules configuration and logic changes or creation
- Serve as a point of contact for issue escalation, management, and resolution, coordinating with technology operations and issue response and resolution staff to stay informed on all issues to provide accurate client communication and positioning
- Coordinate with internal teammates to create project estimates and timelines, and track project progress and status to ensure on-time and quality delivery
- Coordinate administrative details such as Jira time tracking, resource allocation and forecasting, invoicing, etc
- Review invoices in preparation for timely and accurate financial billing
Skills
- Bachelor's degree in marketing or related field
- 5+ years of experience, preferably in the marketing or loyalty industry
- Understanding of general marketing principals is a must; promotional and CRM experience is preferred
- Strong background managing operational workstreams and KPIs (call center, customer inquiries etc) for a Client program
- Proven ability to manage multiple client accounts simultaneously while effectively prioritizing deliverables and deadlines
- Familiarity with tools such as Google Analytics, Jira, Workfront, and SharePoint is highly desirable
- Proven ability to meet deadlines, manage multiple projects and work proactively in a fast-paced environment
- Strategic and tactical marketing experience through multiple channels (email, mobile, social) based on customer journeys
- Foundational understanding of financial business principles and data analysis
- Self-motivated and able to work independently, applying good judgment and decision-making on your feet
- Confident and clear verbal and written communication and presentation skills
- Proactive in contributing ideas and in anticipating client/team needs
- Outcomes-driven, with excellent organizational skills and strong attention to detail
- Technical acumen - the ability to understand technology platforms within a larger martech ecosystem, and how features and functionality is applied to bring marketing and analytical concepts to life that will deliver desired outcomes
- Resourceful, solutions-focused attitude that adapts well to change
- Project management and planning skills
- Experience supporting Clients across a global footprint is preferred
- Experience within loyalty rewards fulfilment is strongly preferred
- SaaS experience is preferred
- Experience in Retail industry preferred
Benefits
- Flexible Time Off to recharge when needed
- Nine Company-Wide Holidays
- A diverse suite of benefits prioritizing your growth, development, and personal well-being
- •freedom to work remotely•
Company Overview
Kobie is a global, market-leading, end-to-end loyalty solutions provider for the world’s most successful brands. It was founded in 1990, and is headquartered in St. Petersburg, Florida, USA, with a workforce of 201-500 employees. Its website is http://www.kobie.com/.