Strategic Account Manager - Care

Position Summary
Role and Responsibilities
Strategic Account Manager - Care
(C-SAM) (Lowes or other accounts):
Location: Charlotte NC, Lowes and other key accounts manager
Care Strategic Account Manager is a customer facing role responsible for providing the strategic direction, leadership, and execution of key accounts for Samsung Home Appliance (HA) and Consumer Electronics (CE) Customer Care. Reports directly to the Senior Director HA ?CE Care Services SEA. This role will interface with Lowes and Other strategic accounts at all levels including senior executive level to deliver on Care - Services, Customer satisfaction KPIs. Lead and manage the key account to drive world class customer service and drive Samsung growth. Help resolve channel escalations, as well as, overseeing the negotiation of service contracts. This leader will oversee a team customer service agents and analysts and will interface with customer service delivery team to deliver world class service to consumers for our strategic customer. Engage in training and support, returns processing and policy and procedure compliance. The S-SAM also develop and maintain the SLA?s for the strategic customers including contact Center, Long term pending tech tickets, reduction in redo rates with the intention of increasing customer and consumer satisfaction, reducing per transaction expense for the organization.
Finally, this person will be responsible for managing the growth of the Samsung extended warranty program. Duties & Responsibilities ? Develop overall Strategic Care-Services Roadmap that enables better service and quality, and cost reduction with key dealers ? Develop and maintain executive level relationships with service leadership at key dealers ? Support organizational talent ? Communicate with internal Sales and Marketing leadership in regards to strategic goals and direction by dealer ? Develop and achieve CSD KPI goals for our key national accounts ? Initiate new programs that allow Samsung to increase the overall brand and effectiveness with channels? Develop new training programs that help reduce returns and damage of our products ? Negotiate and manage agreements with self-servicing dealers that balance cost and quality
? Create and implement Returns reductions programs with key customers? Develop and oversee audits for the performance of dealer practices with regard to handling of product, concealed damage, stock screening, returns, and DOA ? Support sales/marketing with technical issues as well as quality items from Dealers ? Create and implement Consumer Electronics and Home Appliance extended warranty programs Performance Standards ? Support optimal network coverage for dealer stores ? Maintain CSD KPI service goals and cost targets ? Manage VOC escalations to targeted goals ? Reduce defect ratio and DOA returns ? Rapid completion of the evaluation process ? Analyze and resolve quality issues in a timely manner, controlling service costs and minimizing delay of product shipments ? Monitor field activity by sampling dealer claims on a monthly basis and taking appropriate action as needed ? Attend training both local and overseas as required ? Achieve extended warranty revenue and profit targets
Necessary Skills / Attributes
? Bachelor?s degree in Business or Engineering, and/or the equivalent experience in the electronics and appliance service industry required ? Minimum of 10 years of experience in a account executive/managerial/supervisory/project management position ? Remote employee management experience ? Minimum of 10 years of experience in the electronics and/or appliance repair industry ? Executive level communications skills ? Strong time management and organizational skills ? Ability to work in a fast-paced environment ? Ability to multi-task ? Excellent Microsoft Office skills (Excel, Word, PowerPoint)
Samsung Electronics America provides 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.
Skills and Qualifications
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Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives.
Since being established in 1969 , Samsung Electronics has grown into one of the world?s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. To discover more, please visit our official newsroom at ( https://news.samsung.com/global/ ).

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