Job Title: Account Program Manager
Department: Operations
Primary Location: Personal Residency
Reports To: V.P. of Client Success
Employment Type: Salary, Bonus
Travel: Light
Salary: $75,000 - $120,000 annually
Benefits: Company offers health insurance with Health Savings Account (HSA) & Flexible Spending Account (FSA), vision, dental and supplemental insurance plans, along with company paid STD, LTD, life insurance/AD&D, Employee Assistance Program (EAP) and Employee Perks Program; 401K plan with company match also offered for employees.

Primary Role

Work closely with the VP of Client Success to staff, manage and deliver all solutions and services specified within the scope of a Managed Services Program. Serve as an extension of our client’s team or organization and ensure compliance per our client’s established policies, procedures and risk tolerance, while adhering to Vigilant’s core values. Ensure the highest level of quality while maximizing bottom line profit.

Vigilant Core Values

Our people are our greatest competitive advantage
Quality over quantity
Passionate Experts / “Can do” attitude
Integrity
Respect
Communication
Accountability
Positivity

Primary Job Responsibilities

Serve as the client’s primary point of contact for all communications.
Serve as a seamless extension of client’s team or organization and ensure compliance per our client’s established policies, procedures and risk tolerance.
Work with the client to define, document and implement trade compliance processes to improve the compliance stature of the company.
Responsible for the daily management and delivery of all solutions and services specified within the scope of a Managed Services Program and adherence to service level agreements (SLAs).
- Responsible for communicating the request to perform any support request outside the scope of a Managed Services Program or Project to the VP of Client Success.
Responsible for learning and leveraging technology in the delivery of all solutions and services specified within the scope of a Managed Services Program.
Ensure the optimal and efficient allocation of resources to maximize profitability while ensuring client satisfaction.
Develop and implement personal and team Back-Up/Disaster Recovery plans.
Oversee cross training of team to increase compliance skills.
Manage overall change control processes, perform audits and quality assurance as specified by VP of Global Services to ensure client and employee satisfaction.
- Ensure work product is at the highest level of accuracy and timeliness.
Identify all account challenges on a timely basis, while providing strategies and approaches to overcome identified barriers/challenges.
Ensure the timely and accurate completion of projects, within budget.
Proactively analyze client/account data to identify opportunities for operational improvements.
- Develop and implement new processes and procedures to improve operational efficiency.
Proactively follow-up with clients to monitor effectiveness of team performance.
Ensure tracking of all relevant Key Performance Indicators (KPIs).
- Provide weekly and monthly operational updates as specified by VP of Client Success.
- Responsible for coordinating, preparing and delivering Quarterly Business Reviews as specified by VP of Client Success.
Identify opportunities to offer additional solutions to client based on need or value.
Identify opportunities to offer new services, solutions or technology to Vigilant clients.
Participate in recruiting, mentoring, training, hiring and firing of team members.

Account Specific Responsibilities (Based on Scope of Managed Services Program)

Identify and classify accurate ECCN & HTS/HS classifications for the client’s products.
Provide guidance and oversight on FTA and PGA programs the respective requirements.
Processing of daily export and import operational transactions, per the client’s policies and procedures.
Perform due diligent checks and clearances on blocked orders and parties while monitoring blocked order queues in the client’s global trade system.
Work with client’s customs broker to assist in import clearance issues, perform post-entry amendments, and fulfill OGA licensing requirements per the client’s policies and procedures.

Review/Audit import and export transactions to ensure accuracy and compliance with the various regulations.
Responsible for working with the client to develop Export and Import controls and document these into formal Policies, Processes and Procedures for the client.

Required Knowledge, Skills and Experience

Bachelor’s Degree preferred in Business or related field.
Professional Experience: Minimum 7 years’ experience in a corporate compliance, logistics, freight forwarder, customs broker or compliance consulting environment.
Advanced knowledge of import and export trade compliance processes, policies and controls.
Experienced in developing processes and procedures to better improve the compliance stature of the company.
Experienced in writing Broker SOPs, Import and Export Manuals and other forms of trade compliance program documents.
Advanced knowledge of Global Trade Management solutions (Amber Road, GTS, GTM…) and compliance technology tools such as Descartes’ CI Manager/Reference.
Excellent analytical and organizational skills with the ability to perform the day-to-day account activities independently with minimal supervision.
Demonstrated ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements.
Demonstrated ability to work cross-functionally with Legal, Sales, Operations, Logistics, Engineering, Finance and IT executives to achieve clients’ business and compliance objectives.
Demonstrated ability to communicate (verbally and written) effectively with clients, coworkers and leadership.
Demonstrated leadership skills such as conflict/issue resolution, strong client interfacing skills.
Demonstrated knowledge of Microsoft Office (Word, Excel, Power Point).
Customs Brokers License, professional certificates, and training experience a plus.