What are the responsibilities and job description for the Account Manager position at Work 365?
Role Overview:
As an Enterprise Account Manager at Work 365, you will play a vital role in driving customer success and revenue growth for your Enterprise Accounts. You will be responsible for nurturing relationships with customers, setting goals, ensuring high retention rates, and identifying expansion opportunities within your portfolio. You will act as a trusted advisor to our customers, helping them unlock the full potential of Work 365’s solutions to meet their business needs.
Responsibilities:
Customer Satisfaction
- Own and manage application usage and health for assigned accounts, ensuring the journey post-sale and implementation is positive and in alignment with customer growth goals
- Proactively identify and address customer concerns or risks to ensure satisfaction and 100% application usage.
Account Expansion
- Identify opportunities to expand product usage within existing accounts, including upselling and expansion and services
- Partner with customers to understand their evolving needs and position Work 365’s value-added features and services accordingly.
Relationship Management
- Build and maintain strong, long-lasting customer relationships as their primary point of contact.
- Conduct regular account reviews to discuss usage trends, new features, and business outcomes.
Collaboration
- Work closely with Customer Success, Product, and Sales teams to ensure a cohesive approach to customer management.
- Provide feedback to internal teams on customer needs, pain points, and product improvement opportunities.
Data-Driven Approach
- Track account performance metrics and use insights to inform strategies for renewals and expansion.
- Maintain accurate and up-to-date records in the CRM system.
Requirements:
- 1-3 years of experience in account management, renewals, or customer success roles within the SaaS software space. Experience at a fast-paced startup, particularly within the Microsoft ecosystem, is a strong plus.
- Strong relationship-building and interpersonal skills.
- Excellent communication, negotiation, and presentation abilities.
- Data-driven mindset with the ability to analyze and act on metrics.
- Familiarity with Microsoft Cloud Solution Provider programs, Distributors, Managed Service Providers (MSPs), subscription management, or billing solutions is highly desirable.
