The CX Account Management Specialist plays a vital role in maintaining and enhancing customer relationships. This individual provides superior customer service through excellent communication skills, conflict resolution, and in-depth product and program knowledge to both internal and external stakeholders.

The CX Account Management Specialist must be customer-centric and possess the ability to evaluate and solve customer inquiries (both internal and external) while staying positive and compliant with CertainTeed program parameters. They will work with various stakeholders in the company, including Sales, Customer Experience Call Center agents, Marketing, and Loyalty Processing, to manage customer accounts and find customer centric solutions when they arise. The ability to quickly evaluate changing needs and inputs is crucial to ensure the success of our programs, despite any challenges that may arise. Effective communication, both verbal and written, with all program stakeholders is key to success in this role.

Being tech-savvy is a plus, as the specialist will utilize digital tools and platforms to maintain regular communication on customer touchpoint interactions, reports, and deliverables. This ensures stakeholder satisfaction throughout the planning and execution of projects and tasks. The specialist will have intimate knowledge of the service-level agreement (SLA) between the customer and our business and will strive to always maintain that service level.