Account Manager (Remote)
Application Deadline: 31 July 2024
Department: Customer Success
Employment Type: Full Time
Location: Remote, USA
Description
YOUR OPPORTUNITY
As an Account Manager, you will drive our clients' success by helping them explore the limitless possibilities within their programs. Account Managers are pivotal in delivering excellence in the post-sale client experience. They serve as the primary leaders in client engagement and day-to-day operations.
WHO WE ARE
At InMoment, we #OwnTheMomentsThatMatter. We believe every moment offers a new opportunity to make an impact. In every interaction, whether it is personal or professional, we are intentional and we take deliberate action to make the lives of our families, teammates, clients, and community better. As you join InMoment and its brands (ReviewTrackers, Lexalytics, and Wootric) you join an industry-leading company that is dedicated to improving experiences and helping businesses take action through an integrated CX approach:
- Integrating the voice of the customer wherever they are in their journey (taking surveys, on social media or leaving reviews, calling the contact center).
- Integrating CX technology to prioritize action and inform business decisions-through self-serve or strategic advisors.
- Integrating an AI powered approach to eliminating data silos and leveraging intelligence.
Ultimately, we are the best at helping our clients achieve better business results and Experience Improvement (XI) with the best-in-class CX analytics & action solutions.
WHO YOU ARE
- Bachelor's Degree or have equivalent experience in a related field
- You are a champion to your clients, preparing them for success in the platform and meeting their needs by having regular meetings to review implementation and expectations
- Adaptable with change and lots of moving parts
- Able to quickly learn and adopt technology and processes
- You are organized, a strong communicator and proficient in project, change and client-management
WHAT YOU'LL DO
- Take ownership of client management and operational execution in alignment with the statement of work (SOW)
- Coordinating client programs - in alignment with account directors - and serving as the primary point of contact for the client
- Collaborate with the Program Architect to initiate programs by managing the timeline as well as expectations during (and post implementation)
- Become a partner to your clients; serve as the single point of accountability for client adoption and usage
- Lead and coordinate cross-functional support (Strategic Insights, Engineering Solutions, Global Design, Program Architect, and Program Support) to address client needs and uphold program integrity
- Maintain day-to-day relationships with clients, oversee operational program check-ins, assess customer health indicators in conjunction with the Account Director, and manage ticket lifecycle throughout the program
- Facilitate fiscal responsibility processes including PO requests, Kimble maintenance, and JIRA
- Collaborate with the Account Director to implement account strategies, around client's business questions
- Manage customer change requests not outlined in the Statement of Work and escalate to the Account Director when necessary.
WHAT YOU'LL GAIN
- Unlimited PTO - We encourage all employees to recharge! 8 Paid Holidays + 2 Floating Holidays, Your Birthday Off, Volunteer Day, Fully Paid Parental Leave up to 18 weeks
- Medical with FSA and/or HSA (which includes an employer match up to $1,500)
- Free starter membership to the GymPass app, with access to a network of gyms as well as full access to popular wellness apps such as Calm, Headspace, Meditopia, and Strava
- 401(k) Retirement matches dollar-for-dollar for the first 1.5%, and then 50 cents on the dollar for the next 4.5%. There is a 2-year vesting period for the employer contributions
- Access to financial counseling through WellCents
- New Hires are eligible for benefits on the first of the month following their hire date.
- No cost life insurance, short and long term disability
- Robust Employee Assistance Program with podcasts, training, webinars and counseling.
- Autonomy - We trust our employees and offer an extremely flexible work schedule
- Fun, innovative, collaborative and supportive working environment
- Inclusion and Diversity teams - Women of InMoment and InMovement
- Employee rewards and referral programs with generous payouts
What We Do
Improving experiences is why InMoment exists. Our mission is to help our clients improve experiences at the intersection of value--where customer, employee, and business needs come together. The heart of what we do is connect our clients with what matters most through a unique combination of comprehensive data, modern technology, and human expertise that helps executives--and the companies they lead--recognize the power and value of customer and employee experiences.
With our years of Experience Improvement (XI) Solutions and expertise, and our leading-edge Experience Intelligence (XI) Platform, we ensure businesses understand and own the moments that matter--to transform experiences today that deliver the highest business value tomorrow.
The InMoment Approach places business drivers at the forefront of experience program initiatives. We help our customers solve specific business challenges- Acquisition, Retention, and Growth. Our XI efforts ensure that our 2000+ brands across 95 countries realize maximum business impact. For more information, visit http://www.inmoment.com/.
