What are the responsibilities and job description for the Account Manager position at NOC Technology?
As the Account Manager, you play a critical role in maintaining our client relationships and driving our company's growth. The following outlines the key expectations for your role. We're confident that you'll contribute significantly to our organization's success.
Description
Account Manager
Department: Client Success
Reports to: Director of Client Success
Direct Reports: None
GENERAL SUMMARY
Our Core Focus: To shape better businesses and communities by providing reliable and stress-free IT support.
Our Core Values: Ownership, Collaborate, Adaptable, Proactive
The number one goal of everyone in our Team is to make our Clients exceptionally happy.
As the Account Manager, you play a critical role in maintaining our client relationships and driving our company's growth. The following outlines the key expectations for your role. We're confident that you'll contribute significantly to our organization's success.
The Account Manager works closely with the Sales and Technical teams to help the Team deliver the best results possible by understanding project deployment, ticket history, and recurring issues.
RESPONSIBILITIES & TASKS
CLIENT MANAGEMENT
- You are expected to maintain a proactive and constructive relationship with each of your assigned clients. This includes ensuring client service expectations are being met and staying informed of client projects’ status by partnering with the Project Manager and Service Delivery Manager to ensure they are on track and on budget.
- As your clients’ main point of contact, you're responsible for addressing their needs and concerns in a timely manner.
- Create quote requests based on client requests and needs.
- Regularly reach out to clients, not just in response to their inquiries but also proactively (predetermined contact has been documented in the account manager excel sheet), to discuss potential opportunities or improvements in service.
- Learn what they do, how they operate, and the major pain points for running their business. An effective account manager knows their clients’ business not as it relates to IT but at a fundamental level.
- Maintain accurate and updated client records in our CRM system (Hubspot), including contract updates and renewals.
- Document all client interactions promptly and accurately.
PRODUCT AND SERVICE KNOWLEDGE
- Develop a comprehensive understanding of all our product and service offerings.
- You should be able to effectively articulate the value proposition of our products and services to clients.
- Identify upsell, cross-sell, and renewal opportunities and communicate with the sales team regularly
REPORTING
- Generate regular progress reports for both clients and our internal team. These should be timely, accurate, and insightful.
- Conduct thorough Technical Business Reviews (TBRs) with each client, reviewing costs, upcoming projects, and the overall state of the client's business.
- Post-project follow-up to gain feedback on execution, and provide input to the project team to improve processes.
- Proactively escalate or communicate client issues to the service desk leadership.
- Monthly meetings with Service Delivery Coordinator and Service Desk Manager to discuss opportunities and quotes’ progress.
PERSONAL DEVELOPMENT
- Continually seek to improve your skills and knowledge relevant to your role. This includes product knowledge, sales techniques, customer service skills, and industry trends.
MEASURABLES
- 6 TBRs completed per month
- Meeting 95% of touch point pre-determination level
- Meeting 98% of CSAT level
KNOWLEDGE, SKILLS, AND ATTRIBUTES
- Excellent communication and interpersonal skills to manage relationships and expectations with clients and technical staff
- Strong organizational and time management skills to manage service requests, schedules, and documentation effectively
- Ability to provide excellent customer service, including timely and effective communication, active listening, and empathy
- Strong analytical skills to monitor and track service delivery metrics and identify areas for improvement
- Technical awareness: ability to match client needs to service offerings appropriately
- A deep desire to deliver an amazing Client Experience
- Ability to work under pressure and meet deadlines in a fast-paced and dynamic environment
CREDENTIALS AND EXPERIENCE
- Internship or professional experience in a sales or customer service role
- Proven track record of meeting or exceeding quotas and receiving positive customer feedback
- Proficiency with common customer success and customer relationship management software, such as Hubspot
TRAINING PROVIDED
- Access to Pax8 Academy for on-demand and live, instructor-led courses
- Manager approved reimbursement for job-specific certifications
- Regular Lunch and Learns with topics ranging from service offerings to general professional and personal development
PERKS
- We have Employee Health and Term Life covered at our cost!
- Dental and Vision offered
- 401k with 4% match
- An easy-going environment and culture (we all enjoy what we do)
- A stand-up desk and high-powered laptop
- A proactive approach to ongoing training to help you develop life-long skills
CAREER GROWTH
For someone looking to progress their role, the Account Manager naturally leads into roles such as: Account Team Lead, Sales Team, or Marketing Team
Pay: $40,000 - $50,000 per year
Schedule:
- Full time
- Monday to Friday
Salary
$40,000 - $50,000 per year
Salary : $40,000 - $50,000
