Account Manager - Managed Services

Location: Chicago, IL

Type: Full Time

Min. Experience: Entry Level

For over 20 years, Gorilla has been devising, creating, and implementing end-to-end ecommerce solutions. We’re a client-driven culture, looking for resourceful, motivated, and talented individuals to help us exceed our client’s expectations at every turn. We offer a challenging and rewarding environment where you’ll have the opportunity to work with leading brands, collaborate with some of the brightest people in the industry, and share in our mutual success. This includes profit-sharing and benefits that are so competitive they may challenge you to a race.

Gorilla Group is looking for an Account Manager to oversee our Managed Services client base.  The Account Manager will act as the point person for all client side communication and focus on maintaining a high level of client satisfaction. On a daily basis this individual will be monitoring our client portal, leading in a cross functional manner to integrate client services across multiple disciplines such as Design, Development and Testing to ensure all task are being completed in a timely and efficient manner.  This person will assign tasks to our development team and manage the timeline and client expectations for these tasks. A candidate with strong client service experience, sales, communication skills and knowledge of various types of technical and Ecommerce solutions is ideal for this role.

What you’ll be doing:

  • Manage client request through our client portal, prioritize and assign tasks to the development team managing the time lines and expectations of the client
  • Work directly with client to identify success factors, priority and execution of projects and tasks
  • Write and deliver monthly client reports including ticket synopsis, escalation reports, hour usage/costs, and manage client’s account receivables.
  • Interact at a high level within client organizations as a trusted advisor.
  • Preferred experience with Ecommerce site design and implementation
  • Ensure account profitability by managing client expectations and service delivery.
  • Identify and pursue new business opportunities within existing accounts.
  • Ability to quickly coordinate communication between 3rd parties, developers, support team, clients, as well as internal staff
  • Work closely with cross functional teams such as PMO, Account Management, and Account Executives to solidify business relationships and help drive revenue and retain clients
  • Manage all client communication via all streams inclusive of email, phone, messaging, and portal updates
  • The AM will be responsible for facilitating request and working directly with resources in our International offices

You should bring to the table:

  • 3+ years experience in a client service role or client support/ account management experience
  • Ability to perform shift work and or a variable work schedule when necessary
  • Experience in a technical role or previous knowledge performing website maintenance duties
  • Strong proactive account management, project management, and relationship building skills required
  • Ability to effectively communicate with people at all business levels
  • Proven capabilities to work within a fast-paced environment with a positive attitude
  • Applicant should be organized and detailed oriented and able to work in a collaborative environment
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