Role Description

The eCommerce Customer Accounts Manager oversees customer account setup, accounts receivable process execution, and process alignment across the American Heart Association’s third‑party eCommerce fulfillment vendor and sales channels. This role ensures a seamless customer experience by aligning customer-facing business processes across all eCommerce platforms and portfolios. This role requires a high degree of professionalism and involves direct contact with customers and key internal stakeholders. It is directly responsible for maintaining process consistency in account setup, accounts receivable, and account administration of our invoiced customers.

• Oversee onboarding and account setup for eCommerce accounts.
• Oversee 3rd party vendor Accounts Receivable staff and directly engage with internal staff and customers.
• Document and create best practices and SOPs using AI-enabled tools such as MS Copilot.
• Align, improve, and document key eCommerce customer processes across Finance, Operations, and Customer Service.
• Monitor goals and performance metrics; adjust processes to meet customer needs.
• Engage with users across Association platforms, including LMS, Professional Education Portfolio, and Heartsaver Direct.

Qualifications

• Bachelor's degree or equivalent business experience.
• Minimum three (3) years cross-functional professional business experience or project management experience.
• Excellent written and verbal communication skills.
• Ability to multitask and work both independently and collaboratively.
• Experience managing complex projects and working with financial systems.
• Strong customer-centric mindset and ability to track and monitor account adherence.
• Comfortable conveying timelines, managing expectations, and handling multiple priorities.
• Familiarity with finance concepts, project management, and software systems such as Oracle and Netsuite is helpful.
• The ideal candidate is organized, a self-starter, and able to motivate others while using a data-driven approach.

Requirements

• Experience with accounts receivable collections, proactively following up with customers to ensure timely payments.
• Experience with processing and tracking invoice payments, ensuring timely receipt and accurate application to customer accounts.
• Experience handling invoice payment reconciliations for customer accounts.
• Ability to travel up to 5% local and overnight stay.

Benefits

• Salary minimum to the midpoint of the range is $59,700.00 to $80,000.00. Pay is commensurate with experience; geographic differentials may apply to the pay range.
• Compensation – Our goal is to ensure you have a competitive base salary. That’s why we regularly review the market value of jobs and make adjustments, as needed.
• Performance and Recognition – You are rewarded for achieving success through annual salary planning and incentive programs; eligibility for an incentive program is based on the type of position.
• Benefits – We offer a wide array of benefits, including medical, dental, vision, disability, and life insurance, along with a robust retirement program that includes an employer match and automatic contribution.
• Professional Development – You can join one of our many Employee Resource Groups (ERG) or be a mentor/mentee in our professional mentoring program. Heart U is the Association’s national online university, with more than 100,000 resources designed to meet your needs and busy schedule.
• Work-Life Harmonization – The Association offers Paid Time Off (PTO) at a minimum of 16 days per year for new employees. The number of days will increase based on seniority level. You will also have a total of 12 paid holidays off each year, which includes several days off at the end of the year.
• Tuition Assistance - We support the career development of all employees. This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities, or for potential future positions in the organization.