MyWebGrocer

Account Analyst

ID
2017-1496
# of Openings
1
US-VT-Burlington

Overview

Founded in 1999, MyWebGrocer (MWG) is the leading digital services provider for retail grocery, connecting retail brands to their consumers through ecommerce and online tools. Retail partners include Kroger, Albertsons, Giant Eagle, Brookshire's, ShopRite and more than 140 other leading grocery chains.  MWG also has the largest online grocery-advertising network, attracting advertisers such as Kellogg's, Unilever, Nestle, P&G and 200+ other leading brands. Located in the historic Champlain Mill in Winooski, Vermont, MWG employs more than 200 professionals from diverse backgrounds and is consistently ranked among the fastest growing companies in Vermont.  

 

The Account Analyst is part of the Strategic Account Management Division and is dedicated to ensuring our retail accounts are successful and optimized. By monitoring and leveraging performance metrics and key KPIs you will work to ensure that our clients receive the greatest benefit possible from our products and solutions.  You will work with a diverse team of colleagues throughout of organization including: subject matter experts, support engineers, data and insights specialist and Sales. Sharing your advanced knowledge of our products and solutions and advising clients on the best strategy for them to achieve their desired results.

 

As an Account Analyst at MWG, you will be responsible for working with clients in an assigned portfolio. Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a strong desire to learn. You also boast experience in customer service, sales, business analysis, or consulting. Above all, you'll be responsible for customer satisfaction, retention and account expansion through implementing optimization solutions and will use analytical skills to grow existing business, support our retailers with research, market analysis and other collateral.

Responsibilities

  • Work closely with Strategic Account Managers, analyzing and providing ticket health reports.
  • Responsible for the monitoring key performance indicators and oversight of the customers’ experience.
  • Thorough understanding of all company capabilities and services, and able to effectively communicate offerings.
  • Coordinates internal collaboration to streamline processes for the client and enable frictionless delivery of services.
  • Works closely with the project teams and subject matter expert groups in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to active projects.
  • Provide data to support weekly client read out to Executive team members.
  • Communicates the client's goals and represent the client's interests to the team.
  • Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
  • Coordinates release communication with client for support patches.
  • Reports to the VP of Strategic Account Management, providing regular input on all account activity, health metrics including status and call reports on a weekly basis.

Qualifications

  • Bachelor’s degree (B.A. or B.S) or equivalent combined education and experience.
  • Minimum of 3 years account support, software implementation or software analysis experience.
  • Excellent writing, modeling, data analysis, and communication skills.
  • Project management and consulting experience preferred.
  • Business industry knowledge and technical competence (understand software, hardware, networks, etc).
  • Demonstrated web based application and strong user interface understanding.
  • Handles stressful situations and deadline pressures well.
  • Ability to set, drive and achieve deliverables.
  • Work independently with limited supervision as well as within a team environment.
  • Strong analytical skills necessary to evaluate information from multiple sources, reconcile conflicts, decompose high level information into details, abstract low level information to general understanding and form an appropriate solution.
  • Evidence of leadership competencies including collaborate, self-confidence, results orientation and interpersonal skills.
  • Salesforce or other CRM system experience a plus.

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