Account Manager

Account Manager

Job Brief: We are looking for an account manager who can provide ongoing support to our clients (beyond implementation) and increase their value to the company. The candidate should be able to contribute to building relationships and implementing new programs that will increase revenue and maximize retention rates. An Account Manager’s responsibilities include supporting customers at the user level as they transition from sales prospects to clients and building close relationships that last beyond any one project. Ultimately, this person will work directly with clients at the user level to help solve their problems and ensure their satisfaction while they are an active account with us. This person will work closely with other employees to ensure customer questions and concerns are addressed in a timely manner. And lastly, but most importantly, this person will identify opportunities to upsell products and services to increase the value of the client.

Duties & Responsibilities:

·      Manage clients post sale, from account conversion to active user

·      Maximize value and profitability by upselling add on courses and other services to clients

·      Analyze customer data through Salesforce dashboard reporting to determine who we need to contact to improve their experience and performance

·      Front line mediation between the client and our organization:

o  Issues will be escalated to Client Services for resolution through a ticketed event via help@

o  Frustrations will be escalated to Solutions to reconfigure incorrect implementations through a ticketed event via help@

o  AeL account modifications will be escalated to Solutions to complete through a ticketed event via help@

o  New service opportunities will be escalated to Sales for demo and upsell via a logged activity and task assigned in Salesforce

o  Referral support material requests will be escalated to Marketing for fulfillment through a ticketed event via cases in Salesforce

·      Minimize churn by having regular interactions with our client base (at the user level)

·      Contact dormant accounts to see if we can reactivate them

o  If not, deactivate the client’s institution in AeL in effort to keep self-registration menus accurate, and turn the account back into a prospect/former customer for sales to work

o  Most inactive self-registration clients can be driven to the direct-to-consumer site until they want to have a relationship with Advent

·      Maintain clean Salesforce and eLearning database for client contacts, particularly at the user level

Qualifications:

·      Bachelor’s Degree

·      2 years experience as an Account Manager, Customer Success Manager, or similar

·      Exceptional ability to communicate and foster positive business relationships

Required Skills:

·      Technical skills REQUIRED (as our client base uses software for the criminal justice system)

·      Critical Thinking

·      Results Oriented

·      Independently Motivated / Self-Starter

·      Communication

·      Customer Service

·      Multitasking