Summary of Position

The Account Manager (Middle Market) an integral part of Vercara’s strategy for growth. The Account Manager (Middle Market) ensures clients are engaged with Vercara products and services. The tasks and goals include building strong and trusted relationships with customers during the post-sales lifecycle. The Account Manager (Middle Market) will be assigned as the customer’s first point of contact ensuring that our customers remain satisfied with our services.

The Account Manager (Middle Market) seeks to understand our client’s needs, their business, how success is defined, and ensure that we are exceeding expectations in our solutions. To succeed in this role, the Account Manager (Middle Market) is a self-starter who proactively ensures customer satisfaction prioritizing assigned activity throughout the book of business and identifies expansion within the account base.

The Account Manager (Middle Market) will be working directly with an Account Executive (AE) on a given account as an Account Team for your clients. The AE’s focus is on expansion with the help of the Account Manager on Middle Market Accounts. They will be managing and owning the existing relationship while identifying cross-sell opportunities with the AE as part of the Account Team.

Duties/Responsibilities

• Evangelize Vercara products and services and proactively reach out to customers on latest and greatest product updates and enhancements.
• Engage internally on issues related to how we can improve processes and with client base.
• Monitor and report on client renewals and upsell/cross sell opportunities.
• Monitor and report on client churn on a monthly basis.
• Reduce Churn on existing account base by providing added value and resource for managed account base.
• Proactively request client referrals from account base.
• Identify expansion opportunities within client base and work with internal sales team AE, and customers to close opportunities.
• Identify possible at-risk accounts and work to retain them by proactively engaging with all stakeholders (client and internal parties).
• Proactive contact with customers ensuring satisfaction levels are high.
• Seek to understand how success is defined and be able to communicate this effectively.
• Ensure Services for both customer and Vercara are identified, communicated, and delivered.
• Work on customer contract renewals and negotiate all commercial aspects of contract (Term, Pricing, etc.).
• Develop and nurture long-term relationships to achieve goals for customer’s business as well as for Vercara business.
• Ensure contracts are carried out according to agreed terms; Conduct and Lead Business Reviews within assigned account base.

Qualifications:

• Bachelor’s degree of equivalent work experience
• 1 year of experience in customer services and/or account management
• Familiarity selling and consulting ASP/SaaS models or software sales experience
• Knowledge in DDoS Mitigation and Managed DNS Framework a huge plus
• Strong Customer Relationship Management strategy and service ethics
• Ability to deliver a value proposition that is not always apparent to the end user
• Experience and/or Personality that is customer-centric
• Sales training and experience with solution, consultative, strategic and/or conceptual/complex selling is preferred
• Outgoing self-starter with a long-term focus on making an impact within our rapidly growing company.
• The ideal candidate has the ability to communicate with senior level management, explain complex products and demonstrate internet services over the phone.
• Experience with MS Office products and Salesforce.com a plus

Knowledge & Application: Acquires job skills and learns company policies and procedures to complete routine tasks.

Complexity & Problem-Solving: Works on assignments that are routine in nature, requiring limited judgment. Has little or no role in decision-making.

Collaboration & Interaction: Normally receives detailed instructions on all work. Works under close supervision.

Typical Degree & Years of Experience: Requires Bachelor’s degree and less than 2 years of related experience.

Base salary range: $60,000- $70,000

Target Incentive: $20,000