Account Manager

About the position


The Account Manager (AM) is responsible for driving customer growth, adoption and success with Conversica. This individual must be comfortable consulting with a variety of customers from the automotive industry. The AM should be able to articulate the value of Conversica to inspire and encourage customer adoption and expansion. He/she will build and maintain strong relationships with multiple roles within their assigned customers, including senior executives.

Duties/Responsibilities

  • Develop a trusted advisor relationship with our customer’s managers and executive sponsors.
  • Deliver the initial on-boarding kickoff meeting in order to ensure all customers get off to the right start.This includes setting success metrics and engaging customer signatories.
  • Advise and oversee customer growth, training and development of best practices to continually drive business value and return on the customer’s investment.
  • Be the single point of contact and escalation for the customer. Including directing customers quickly and efficiently to additional help resources such as Help & Training within the application and referring appropriate issues to support.
  • Increase customer retention and adoption rates by conducting regular check-in calls to assess level of satisfaction and ensuring best practices are followed.
  • Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing upsell opportunities when applicable.
  • Responsible for customer references, case studies and testimonials for the AM’s portfolio of customers.
  • Serve as customer advocate, including: collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business
  • Work closely with internal resources on escalation and resolution processes for critical customer issues.

Requirements

  • You have a minimum of 2 years account management and/or sales experience from a high tech company-ideally with Marketing/Sales Automation, CRM or related applications in a SaaS environment
  • Self-motivated, proactive team player with innovative ideas to inspire client loyalty and adoption
  • Strong interpersonal skills and experience initiating and building strong relationships
  • Excellent individual and group presentation, written, and oral communication skills
  • Strong organizational and time management skills with the ability to manage multiple projects simultaneously
  • Proficient in Salesforce & Microsoft Office (Outlook, Excel, Word and Power Point)
  • Ability to function in an extremely high volume, forever evolving new business environment while always maintaining a smile and positive disposition
  • BA/BS degree.
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