As our team continues to grow in the USA, we are looking to expand our Account Management team. The Account Manager is mainly focused on the success, retention, and growth of our existing customer base. A successful candidate will work closely with the Inside Sales, Business Development Management, Marketing, Technical Support and Consultancy teams to ensure the prioritization of customer satisfaction and maintaining TOPdesk’s customer-centric approach. The AM will also work to ensure that the customer is getting the most out of TOPdesk as a product, as well as of the services we provide.
Job DescriptionWhat are you going to do?
The AM will perform all duties related to the ongoing strengthening of vendor/client relations through regular customer calls, post-implementation queries and visits to key accounts as necessary. They will support sales by identifying renewal, upsell and upgrade opportunities as well as managing references for potential new business contacts. A collaboration with Marketing will also result in further case studies, completion of industry recognized reviews and facilitation of relevant thought leaders’ presence at trade events to raise brand awareness.
An ideal candidate will have, or be able to quickly develop, a thorough understanding of TOPdesk’s customer landscape, plus the use of TOPdesk and its potential applications across numerous industry verticals. They will act as a bridge with the international product management team to communicate to a wider TOPdesk audience of customers and colleagues so that there is a clear and universal understanding of developments and demands within our industry. Knowledge will additionally be gathered through regular customer satisfaction surveys, attendance at tradeshows, and the coordination of customer networking events.
QualificationsKey Skills as an Account Manager
- Natural communicator with customer service as primary motivation
- Good understanding of the TOPdesk customer base
- Industry awareness beneficial
- Stress resistant and ability to adapt depending on stakeholder personas
- Ability to work collaboratively (both locally and with international teams), but also an ability to work autonomously
- Good levels of initiative and will explore potential customer developments (Example: online training webinars)
- Target driven to specifically reduce customer churn
- Commercial awareness
- Attention to detail in terms of how related documentation is stored and communicated
What we offer
· Competitive salary
· Workplace flexibility: a hybrid of home/office working to suit all employee needs
· 30 days of holiday per year
· Great company benefits including private healthcare, 401k matching, training budget, and life insurance packages
· Extensive training facilitated with international collaboration
· An exciting, supportive, and multicultural environment
Skills Required
- Natural communicator with strong customer service orientation
- Good understanding of the TOPdesk customer base and product
- Stress resistance and ability to adapt to different stakeholder personas
- Ability to work collaboratively with international teams and autonomously
- Initiative to explore customer developments (e.g., online training webinars)
- Target driven with focus on reducing customer churn
- Commercial awareness and ability to identify upsell and renewal opportunities
- Attention to detail in documentation and communication
- Industry awareness (beneficial)
What We Do
Are you ready to take your service management to the next level? With over 1000 employees spread across 14 offices worldwide, TOPdesk is one of the fastest-growing service management providers worldwide. Our mission? Helping your organization achieve excellent service delivery. TOPdesk employees get the trust and the freedom to create innovative solutions for all your service management needs. So, what are you waiting for? Let us be your guides to service excellence.
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