What are the responsibilities and job description for the Account Manager position at My Little Salesman, Inc.?
Job Title: Account Manager (Client Relationship & Upselling)
Location: Hybrid – Remote with 1-2 days in the office per week as needed for training
Job Type: Full-Time
Reports To: Director of Sales
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Job Summary:
We are seeking an enthusiastic and results-driven Account Manager to join our team. The primary focus of this role is to nurture existing client relationships and drive upsell opportunities for additional lines of service. The successful candidate will work closely with clients to identify needs, present new solutions, and ensure that our services continue to meet their evolving goals. Additionally, the Account Manager will be responsible for monitoring and reporting client satisfaction, service utilization, and business growth.
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Key Responsibilities:
• Client Outreach & Upselling:
o Establish and maintain strong relationships with existing clients to understand their business objectives, challenges, and opportunities.
o Identify opportunities to upsell additional lines of service that align with client needs and enhance their overall experience.
o Present new products, services, or solutions to clients and effectively communicate their value.
o Act as the main point of contact for clients seeking support or guidance on expanding service offerings.
o Develop personalized proposals for clients that demonstrate the benefits of additional services.
o Work collaboratively with the sales and support teams to ensure seamless service delivery and client satisfaction.
• KPI Monitoring & Reporting:
o Define and track key performance indicators (KPIs) that measure the success of client relationships and service utilization.
o Regularly assess client data to ensure services are being utilized effectively and identify areas for improvement.
o Provide detailed insights on KPIs to senior management, highlighting trends, opportunities, and potential risks.
o Analyze and interpret client feedback and performance metrics to continuously refine strategies for growth and customer retention.
o Maintain accurate records of client interactions, upsell opportunities, and outcomes in the CRM system.
• Client Retention & Satisfaction:
o Proactively engage clients to ensure satisfaction and address any concerns or issues promptly.
o Monitor client service levels and escalate issues when necessary to ensure timely resolution.
o Work with the support team to address any service-related challenges and ensure smooth implementation of upsell opportunities.
• Cross-Functional Collaboration:
o Collaborate with key internal team members (sales, marketing, product, and customer support) to ensure alignment and deliver a seamless client experience.
o Share client feedback with relevant teams to drive continuous improvement in products and services.
o Participate in the development of customer success strategies to improve client retention and satisfaction.
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Required Skills and Qualifications:
• 1-2 Years experience selling and implementing cloud-based solutions to small and medium sized businesses
• Proven experience in account management, client services, or sales, with a track record of upselling or expanding client accounts.
• Strong understanding of KPIs, data analysis, and reporting.
• Excellent communication, negotiation, and presentation skills.
• Ability to build and maintain relationships with clients at all levels.
• Strong problem-solving skills and ability to handle challenging client situations.
• Self-motivated, proactive, and results oriented.
• Experience with CRM software
• Ability to work in a fast-paced, dynamic environment and manage multiple client accounts effectively.
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Preferred Qualifications:
• Experience in the heavy equipment, Semi-Truck and Trailer Industry a plus but not mandatory.
• Previous experience with upselling and cross-selling within a B2B environment.
• Familiarity with customer success software or tools.
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What We Offer:
• Competitive salary and performance-based incentives.
• Comprehensive benefits package including health, dental, and vision insurance.
• Opportunities for career growth and development.
• A collaborative and dynamic work environment.
• Hybrid Office and Remote work environment
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If you are passionate about building strong client relationships, driving business growth through upselling, and using data to make informed decisions, we would love to hear from you!