Account Manager - California Chamber of Commerce

The Account Manager (AM1) supports CalChamber’s strategic plan to profitably grow by providing a best-in-class customer experience to both members and customers. This position is a hybrid role, responsible for both member relations and customer service.

Each Account Manager will own a book of business (about 650 members) and serve as a liaison between CalChamber and its membership base. This aspect of the role will be responsible for member retention through the building of relationships. The customer service aspect of the role is responsible for guiding both members and customers with their compliance needs through upselling and cross-selling CalChamber products, training, and membership through inbound sales calls.

Responsibilities

• Ability to multitask across multiple software programs/platforms
• Know and understand the nearly 300 products and 9 membership levels CalChamber offers and how they pertain to every member’s and customer’s compliance needs:

Membership – Compliance and Policy

Expert knowledge of Enterprise, Preferred and Online levels

Products – posters, pamphlets and books

Training – HPT, DEI, Cybersecurity and Seminars/Webinars

Employee Handbook Creator (EHC)

Learning Management System (LMS)

• Troubleshoot customer issues, such as password resets, digital downloads, shipping, product returns, credit adjustments, etc.
• Expert navigation of the CalChamber online store with the ability to guide customers through the buying experience and making recommendations for compliance needs (upsell and cross-sell of products and membership)
• Handle inbound member and customer inquiry calls, emails, and chats and use those opportunities to upsell and cross-sell products and membership
• Keep member and customer records up to date through data and order entry and account clean-up
• Document all member and customer interactions in Salesforce
• Cross-functional collaboration with Marketing and Product departments to help with messaging based on member and customer questions and requests
• Identify new benefit opportunities and ideas to improve engagement with current and potential members

Qualifications

• Strong communication skills, both verbal and written
• A pleasant and clear speaking voice on the phone
• Understanding of business grammar, punctation and spelling
• Ability to work independently and as part of a team
• A creative thinker with a customer centric mindset
• Detail oriented, organized and the ability to self-motivate with minimal supervision
• An ownership mentality and proven ability to meet deadlines and ensure high quality deliverables
• Build relationships and work collaboratively with internal and external stakeholders
• Sales and customer support skills a must
• Exhibits a high level of professionalism