Mansfield Energy Corp
Account Manager - Hybrid Schedule
Mansfield Energy Corp, Gainesville, Georgia, United States, 30501
The Account Manager is a member of the Customer Success team responsible for ensuring our customers' overall success. The Account Manager manages a set of existing customers (a.k.a. a book of business) and supports new customers as assigned. While the Account Manager is involved during onboarding, their primary function is to own the ongoing relationship post‑onboarding. The Account Manager is the primary point of contact for all day‑to‑day operational procedures. They work closely with internal and external partners to provide best‑in‑class service to ensure our customers' operational success. The essential job duties include operational excellence, relationship management, cross‑functional collaboration, and business technical support.
Location Cumming, GA
Responsibilities
Operational Excellence
Ensure service quality, efficiency, and accuracy meet operational excellence standards through ownership of processes, including proactive root‑cause analysis on recurring customer issues.
Monitor and maintain enhanced/complex reporting for customers.
Coordinate with various departments to resolve operational issues promptly on behalf of the customer and meet account performance objectives.
Implement operational strategies to improve customer profitability.
Manage system contracts by evaluating contract dates and pricing to ensure continued profitability.
Oversee monthly customer contract compliance, including terms, freight rate updates, and fixed‑price allocations.
Relationship Management
Develop and implement a regular communication strategy to connect with existing customers at the local level, focusing on customer satisfaction components.
Participate in customer business reviews, including quarterly business reviews, seeking feedback on what’s working and what can be improved operationally.
Own communication with customers while resolving operational issues, ensuring over‑communication so they know their issues are important to us.
Develop an understanding of daily pricing strategies for each market, product, and customer, leveraging market moves to advise customers.
Cross‑Functional Collaboration
Collaborate with Sales Success Managers, Sales Team, and Sales Operations on new business, renewals, and additional products/services to ensure all offerings are effectively communicated between teams.
Advocate for the customer and attain necessary resources and attention to resolve operational concerns quickly.
Serve as the voice of the customer, advocating on their behalf regarding internal decisions that impact them.
Serve as the primary contact partnering with the Collections team to resolve complex customer issues and improve A/R as needed.
Regularly share best practices and learning opportunities with peers.
Business Technical Support
Train customers on Mansfield technology platforms (Website, FuelNet, FuelAll, etc.) to drive adoption.
Maintain permissions, passwords, security levels, etc., to support customers’ data needs.
Provide customer support on updates and system enhancements.
Position Requirements
Formal Education & Certification: Bachelor’s degree or equivalent experience required.
Knowledge & Experience: 2+ years of B2B experience, preferably in a customer account management or relationship management role; petroleum industry experience preferred.
Intermediate skills in Microsoft Excel, Access, and Outlook.
Qualifications & Characteristics
Working knowledge of sales and customer service.
Ability to create and present reporting and presentations in front of customers.
Strong attention to detail.
Strong written and verbal communication skills.
Strong analytical and problem‑solving skills.
Ability to work in a team environment.
Work Environment
Hybrid work environment available once training is completed (3 days in the office, 2 days remote).
Requires extended periods of sitting.
Dexterity to operate computer keyboard, mouse, and other equipment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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Location Cumming, GA
Responsibilities
Operational Excellence
Ensure service quality, efficiency, and accuracy meet operational excellence standards through ownership of processes, including proactive root‑cause analysis on recurring customer issues.
Monitor and maintain enhanced/complex reporting for customers.
Coordinate with various departments to resolve operational issues promptly on behalf of the customer and meet account performance objectives.
Implement operational strategies to improve customer profitability.
Manage system contracts by evaluating contract dates and pricing to ensure continued profitability.
Oversee monthly customer contract compliance, including terms, freight rate updates, and fixed‑price allocations.
Relationship Management
Develop and implement a regular communication strategy to connect with existing customers at the local level, focusing on customer satisfaction components.
Participate in customer business reviews, including quarterly business reviews, seeking feedback on what’s working and what can be improved operationally.
Own communication with customers while resolving operational issues, ensuring over‑communication so they know their issues are important to us.
Develop an understanding of daily pricing strategies for each market, product, and customer, leveraging market moves to advise customers.
Cross‑Functional Collaboration
Collaborate with Sales Success Managers, Sales Team, and Sales Operations on new business, renewals, and additional products/services to ensure all offerings are effectively communicated between teams.
Advocate for the customer and attain necessary resources and attention to resolve operational concerns quickly.
Serve as the voice of the customer, advocating on their behalf regarding internal decisions that impact them.
Serve as the primary contact partnering with the Collections team to resolve complex customer issues and improve A/R as needed.
Regularly share best practices and learning opportunities with peers.
Business Technical Support
Train customers on Mansfield technology platforms (Website, FuelNet, FuelAll, etc.) to drive adoption.
Maintain permissions, passwords, security levels, etc., to support customers’ data needs.
Provide customer support on updates and system enhancements.
Position Requirements
Formal Education & Certification: Bachelor’s degree or equivalent experience required.
Knowledge & Experience: 2+ years of B2B experience, preferably in a customer account management or relationship management role; petroleum industry experience preferred.
Intermediate skills in Microsoft Excel, Access, and Outlook.
Qualifications & Characteristics
Working knowledge of sales and customer service.
Ability to create and present reporting and presentations in front of customers.
Strong attention to detail.
Strong written and verbal communication skills.
Strong analytical and problem‑solving skills.
Ability to work in a team environment.
Work Environment
Hybrid work environment available once training is completed (3 days in the office, 2 days remote).
Requires extended periods of sitting.
Dexterity to operate computer keyboard, mouse, and other equipment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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