What are the responsibilities and job description for the Onboarding Account Executive- Hybrid in Austin, Texas position at OEC?
Job Summary/Objective
Provides onboarding support to new clients, provides account management support to existing clients, and supports the business with ensuring overall customer engagement and retention. Maintains a customer-focused playbook to enhance customer adoption and speed to success within the platform, while also targeting customers for upsell opportunities.
Key Responsibilities & Duties (essential to the job)
Establishes and develops customer relationships that promote retention and loyalty, providing technical and product support, while improving upon areas of dissatisfaction.
Delivers insights and solutions, showing clients the value of products.
Engages in product demonstrations and upsells opportunities with existing customers.
Establishes and maintains relationships with individuals in partner organizations to onboard mutual customers.
Respond to client requests and advises on optimal solutions.
Analyzes customer data to improve the overall customer experience.
Schedules and conducts product demonstrations for new customers.
Makes recommendations to improve the new customer onboarding processes.
Serves as the primary point of contact between clients and the organization.
Handles and resolves customer requests and concerns.
Maximizes customer adoption.
Collaborates with product design and product development to drive customer engagement, adoption, and retention.
Education
A bachelor’s degree from an accredited college or university is required, with a focus in Sales, Business Administration, or related discipline. In the absence of a degree, equivalent work experience directly related to the key responsibilities of the role will be considered as a substitute for the degree.
Experience, Skills and Key Competencies
At least 3 years of experience in a client relationship role such as account management, customer success, or sales, with prior success acting as a trusted business advisor, experience using a variety of business intelligence tools to understand and analyze data, and proven ability to process vast amounts of data into meaningful information.
Must also be able to demonstrate the following skills and abilities:
Strong collaboration and partnering skills.
Can effectively organize and manage day-to-day work and priorities, and use time, energy and resources to meet goals, deadlines, and deliverables.
Detail oriented.
Able to rapidly learn and incorporate new concepts, business models and technologies in day-to-day work.
Impeccable customer service skills, and able to communicate in a respectful, positive and constructive manner, even during times of challenge and frustration.
Knowledge of best practices in customer service and retention.
Passion for supporting customers to get the most out of their experience.
Able to perform job duties in a self-directed manner and proactively move work and decisions forward.
Flexible and adaptable approach to work, and can easily adjust to shifts in priorities as the needs of the business change.
