Job Title: Account Program Manager (APM)

Division: Virtual Supply

Department: Sales & Marketing Operations

Reports To: Director of Sales Operations and Marketing

FLSA Status: Hourly Non-Exempt

Prepared By: N. Grebe - HR

Prepared/Revised Date: September 2026

Job Summary

The Account Program Manager (APM) is responsible for the successful onboarding, implementation, and ongoing operational support of assigned e-commerce and retail customer accounts. This role manages customer and product information throughout the account and product life cycle, coordinates day-today account activity, and serves as a key point of contact between customers, the Sales team, and internal teams. The APM is responsible for providing responsive customer support, resolving operational issues, maintaining accurate account information, and helping ensure a consistent and positive customer experience.

Essential Duties and Responsibilities include the following; other duties may be assigned.

• Customer Onboarding and Implementation: Own and coordinate the onboarding of new e-commerce and retail customers, including gathering requirements, establishing timelines, coordinating account setup, and supporting successful implementation.
• Account and Program Management: Manage day-to-day operational support for assigned accounts throughout the customer and product life cycle, including product load-in, active sales cycles, discontinued items, closeouts, and other account-specific requirements.
• Customer Communication and Meetings: Initiate and participate in internal and external meetings to establish strategy and timelines, gather information, provide status updates, address questions or concerns, and maintain alignment with customer contacts and the Sales team.
• Issue Resolution and Customer Support: Serve as a primary resource for assigned accounts by answering questions, troubleshooting workflow and system issues, investigating customer concerns, and proactively identifying and resolving potential problems.
• Product and Account Information: Partner with Purchasing, Marketing, Sales, and other internal teams to gather, validate, and provide product specifications, images, marketing information, competitive comparisons, and other required customer content.
• Customer Systems and Processes: Develop strong working knowledge of assigned customer systems, portals, procedures, processes, requirements, and key contacts to support efficient execution and identify opportunities to improve account performance.
• Cross-Functional Coordination: Coordinate information and activity between customers, the Sales team, Logistics Operations, Warehouse Operations, Purchasing, Marketing, Finance, and other internal partners to ensure clear communication and timely execution.
• Contracts, Programs, and Account Requirements: Coordinate and facilitate internal review and approval of contracts, deal sheets, MDF agreements, marketing and advertising programs, and other customer-specific requirements as assigned.
• Order and Account Operations: Coordinate account shipments, order management, customer support, traffic, returns, and related processes as required; identify future opportunities and support initiatives that strengthen Virtual Supply customer relationships and business growth.

Core Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Account and Program Management: Manages assigned customer programs, requirements, timelines, and deliverables from onboarding through ongoing account support with strong ownership and follow-through.
• Customer and Relationship Management: Builds strong relationships with customers and internal partners, manages expectations, and provides responsive, professional, and solution-oriented support throughout the account life cycle.
• Analytical Thinking: Uses account information, customer requirements, sales and operational data, and performance reporting to identify issues and opportunities, solve problems, and support informed business decisions.
• Communication: Communicates clearly, concisely, and professionally with customers and internal stakeholders through written, verbal, virtual, and in-person interactions.
• Cross-Functional Collaboration: Works effectively across Sales, Logistics Operations, Warehouse Operations, Purchasing, Marketing, Finance, IT, and other teams to coordinate account activity, resolve challenges, and achieve shared objectives.
• Multi-tasking: Manages multiple accounts, priorities, meetings, requests, and deadlines simultaneously without loss of accuracy, adjusting focus as competing demands shift throughout the day. • Problem Solving: Investigates customer and operational issues, gathers relevant information, identifies practical solutions, and escalates concerns appropriately when additional support is needed.
• Systems and Process Acumen: Learns and navigates customer portals, ERP systems, account procedures, and internal workflows effectively and uses that knowledge to support efficient execution.
• Initiative and Accountability: Takes ownership of assigned accounts and responsibilities, anticipates needs, follows through on commitments, and independently manages priorities in a fast-paced environment.
• Continuous Improvement: Identifies opportunities to improve account processes, workflows, documentation, and cross-functional coordination to increase efficiency and strengthen the customer experience.
• Attention to Detail: Maintains accuracy when reviewing customer requirements, product information, account documentation, contracts, order-related information, reporting, and other account data. • Timeliness and Responsiveness: Completes time-sensitive customer and account requirements on schedule and ahead of deadlines when possible, and responds promptly to internal and external requests.
• Adaptability: Adjusts to changing customer requirements, business priorities, systems, and processes while maintaining service, accuracy, and professionalism in a fast-paced environment.

Supervisory Responsibilities

This role does not have supervisory responsibilities.

Qualifications

The requirements below describe the knowledge, skills, and abilities needed to perform the essential functions of this position, with or without reasonable accommodation.

Education and/or Experience

Bachelor's degree preferred in Business, Marketing, Sales, Operations, or a related field; minimum 3 years of related experience in account management, program management, sales support, customer operations, retail, e-commerce, or a similar customer-facing business environment; experience within wholesale distribution, consumer products, retail, or e-commerce preferred; or a combination of education and experience.

Experience supporting key customer accounts, coordinating cross-functional projects, or working with customer portals, product setup requirements, order management, or related operational processes is strongly valued.

Language Skills

Ability to communicate clearly and professionally with customers, employees, and business partners through verbal and written correspondence, meetings, presentations, telephone, email, and virtual interactions. Able to interpret customer requirements, ask effective questions, and communicate status, issues, and next steps to both internal and external stakeholders.

Mathematical Skills

Ability to work accurately with routine business and account data, including pricing, quantities, sales information, program details, and basic account metrics. Proficient in reviewing spreadsheets and identifying discrepancies or trends relevant to assigned customer programs.

Reasoning Ability

Ability to gather and evaluate information from multiple sources, prioritize competing requests, identify potential issues, and exercise sound judgment when resolving customer, workflow, and account-related concerns. Able to determine when independent action is appropriate and when escalation or crossfunctional support is needed.

Computer and Software Skills

• Microsoft 365: Proficiency in Excel, PowerPoint, Word, Outlook, and other standard Microsoft 365 applications required.
• ERP Systems: Experience with Microsoft Dynamics or a similar ERP system preferred.
• Customer Systems and Portals: Ability to learn and navigate customer portals, web-based systems, product information tools, and other account-specific technology required.

Certificates, Licenses, Registration

N/A

Work Environment

This role operates in a primarily office-based environment, with low to moderate, consistent background noise typical of an active workplace.

The position may require occasional interaction within warehouse or operational areas, where noise levels can be higher due to equipment and ongoing activity. In these situations, raised voices may be required for effective communication.

This role requires the ability to move between environments as needed and adapt to varying noise levels throughout the workday. Closed-toe shoes are required when entering warehouse areas in accordance with safety guidelines.

Vision Requirements

This role requires the ability to perform close and distance vision tasks, including computer work and reading documents. The position also requires depth perception and the ability to adjust focus between near and far objects due to a combination of screen-based and occasional physical tasks. Peripheral vision may be required when navigating shared office or operational spaces.

Please note this job description is not intended to contain a complete list of all duties and responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.