SMB, Account Management Specialist

As an Account Management Specialist, your role is to help our Small and Medium Sized businesses be successful in using all of Mood Media's product offerings that help them elevate their customer experience. A key part of your role is to serve as a trusted advisor to Accounts assigned to you, and educate them on the broader offering that Mood media provides.

Key characteristics we are looking for:

• Strong listening skills - able to actively listen to a customer, and develop true understanding of their needs 
  Excellent communication skills - being able to effectively communicate with internal teams, as well as with customers directly to deliver on customer expectations 
  Strong collaboration skills - at Mood, we know that all of our actions touch the experience of our customers. 
• We deliver and WIN as one team 
• Comfortable with Change, and Beyond - with significant innovation ahead of us, we are looking for talent that not only is comfortable with change, but talent that embraces change. 
• Talent that can help identify opportunities for improvement, and provide input into our roadmap to elevate our customer experience going forward 
• Self Starter - as a Mood SMB team member, we expect you to be proactive, and to be an opportunistic self-starter able to work independently
  
  

Essential Job Functions and Responsibilities: 

• Develop and maintain a relationship with your clients Be the champion for your client by understanding and advocating for their needs Through delivering value to your clients, re-contract and retain existing clients 
• Through education, effectively cross sell additional services and equipment to existing clients that benefit their business 
• As needed, liaise with internal teams to ensure resolution of customer facing issues in a timely and satisfactory manner (product team, finance team, customer service team etc.) 
• Actively mitigate churn, and process customer cancellations as needed in a timely manner Ensure brand standards are met for many of our franchise partners 
• Work within multiple client database systems (Oracle, various Control sites) to track and note account activity 
• Draft and submit all required paperwork (contracts, amendments, equipment orders, buyouts, etc.) 
• Uses independent discretion on a regular bases when interacting with personnel, clients and conducting research.

Qualifications, Education and Experience: 

• 2 years of experience in sales and/or customer service supporting SMB clients 
• Strong organizational skills and attention to detail, with the ability to multitask 
• Excellent written and verbal communication with a positive attitude 
• Strong active listening skills, and ability to build rapport 
• Strong problem solving skills, with solution oriented mind set 
• Ability to use resources with little direction and guidance 
• Graduation from an accredited four-year university/college in related course work preferred but not required. 
• Affinity for technology, and ability to leverage technology such as Salesforce or similar system