Strategic Accounts Manager, Samsung CARE

1 week ago

Atlanta, Georgia, United States Samsung Electronics Co., Ltd. Full time
Position Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We've grown into one of THE most recognized global brands. We consider ourselves "relentless pioneers" that push boundaries and defy barriers. The company pushes beyond the limits of today's technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA's ENERGY STAR Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations.

People| Excellence | Change | Integrity | Co-prosperity

We are currently seeking a Strategic Account Manager to be responsible for the planning and execution of all Care activities related to Samsung's major retailers.

Role and Responsibilities

External (Retailer)

- Retailer Engagement:

- Cultivate strong relationships with retailer teams, including Merchant, Service, and Delivery teams, ensuring optimal brand representation in the marketplace.

- Store Support:

- Act as the main point of contact for all major retailers, addressing their requests and needs, and directing inquiries to the Dealer Support team.

- Communication Hub:

- Share relevant updates from Samsung, including new processes, policies, and systems, with major retailers.

- Serve as the primary contact for retailer Care input, managing concerns, project requests, and coordinating/leading Retailer Care projects.

- Collaboration with Samsung Service Providers:

- Coordinate with Samsung Service Providers for efficient repair coordination when needed.

Internal (Sales, Pro, MSM, etc)

- Voice of Retailer Escalations Management:

- Resolve, track, categorize, and report escalations for the VP Sales and Sales team, ensuring effective communication and issue resolution.

- Internal Support:

- Provide support and exception management to internal teams handling retail issues, including Dealer Support, T1, Business Center, and MSM team.

- Sales and Pro Team Support:

- Assist Sales and Pro teams when contacted by retailers for Care-related issues, offering support for retailer meetings and presenting Care information.

- Voice of Care:

- Act as the voice of Care to other departments for Sales/Pro, identifying and addressing Care-related pain points.

- Project Leadership:

- Lead Care projects to enhance consumer and retailer experiences, coordinating with internal teams and ensuring effective implementation.

- Contract Review:

- Review contracts for new business, ensuring alignment with Care-related processes and standards.

- Collaboration with MSM Team:

- Coordinate with the MSM team on store initiatives for Partner Care, fostering a synergistic approach.

- Repair Support:

- Work closely with the RSM team to support and expedite repairs as needed.

Additional Responsibilities:

- Active (Service) Team Member:

- Actively engage with the Service Team, providing prompt and knowledgeable support.

- Data and KPI Management:

- Serve as the keeper of relevant data and KPIs, preparing and presenting weekly reports.

- Issue Mitigation:

- Prioritize addressing the primary concern: minimizing negative service press from consumers.

- Proactive Escalation Handling:

- Take initiative in handling escalations promptly, ensuring no disruptions for stores, consumers, or HQ.

- Policy Issue Resolution:

- Proactively identify and address policy issues, contributing to a positive consumer and retailer experience.

Skills and Qualifications
  • Bachelor's degree with 8 years of experience or Master's/PHD with 6 years of experience
  • experience in retail account management - preferably Sales or Customer Care at a Manufacturer
  • experience in Customer Relationship Management systems
  • experience in developing business justifications
  • experience reporting and presenting to senior leadership (VP and SVP)
  • understands industry and market trends
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At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.

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