Customer Account Manager

Description

Job Summary:

The Customer Account Manager is a crucial role and is the face of our company, building strong relationships with our clients to ensure their satisfaction and loyalty. Expertise in account management and your unwavering commitment to outstanding service will be key to our mutual success.

Duties/Responsibilities:

• Develop and maintain long-term relationships with a portfolio of clients.

• Communicate with clients regularly to understand their needs and provide solutions.

• Upsell and cross-sell products and services to existing customers.

• Coordinate with internal departments to ensure client needs are met in a timely manner.

• Monitor customer account details for non-payments, delayed payments, and other irregularities.

• Negotiate contracts and close agreements to maximize profits.

• Resolve customer complaints quickly and effectively.

• Keep accurate records of customer interactions, transactions, feedback, and complaints.

• Provide regular reports to management on account status and sales results.

• Identify opportunities for customer account growth and new business, involving the sales team as necessary.

• Collaborate with the sales team to identify and grow opportunities within the territory.

• Ensure the timely and successful delivery of solutions according to customer needs and objectives.

• Manage customer renewals and ensure retention targets are met.

• Educate customers about new features and product offerings.

• Stay up-to-date with industry trends and market conditions that affect the client base.

• Performs other duties as required.

Requirements

Required Skills/Abilities:

• Proven track record of meeting or exceeding sales and customer service targets

• Strong understanding of CRM software and MS Office Suite

• Excellent communication, negotiation, and presentation skills

• Ability to build rapport and collaborate with a variety of customers and teams

• Strong analytical and problem-solving abilities

• Detail-oriented with excellent organizational and time management skills

• Willingness to travel as needed to meet with clients and attend industry events

• Capable of managing multiple accounts effectively and prioritizing tasks in a fast-paced environment

• Knowledge of the company’s products, services, and industry trends

• Demonstrated ability to forecast and track client account metrics

• Experience preparing reports on account status

• Ability to handle confidential information with discretion

• Flexibility to adapt to new challenges and changes in direction

• Professional certification in Sales or Account Management (e.g., CASP) is a plus

Education and Experience:

• Bachelor’s degree in Business Administration, Communications, or a related field

• Minimum of 3 years experience in account management, customer service, or sales roles; or

• previous experience in a related field preferred

Physical Requirements:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk and climb or balance. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• While performing the duties of this Job, the employee is regularly exposed to moving mechanical parts. The employee is frequently exposed to high, precarious places and vibrations. The employee is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and outside weather conditions. The noise level in the work environment is usually loud.