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Position Overview
Account Management responsibilities
include but are not limited to:
1. Developing and managing strong
relationships with customers;
2. Communicating effectively, efficiently
and proactively with customers;
3. Preparing, providing and presenting internal
and external reports;
4. Addressing customer inquiries in a timely
and effective manner;
5. Identifying and promoting upsell or
expansion opportunities among existing customers;
6. Communicating and when necessary
escalating customer concerns, issues, or problems with internal teams
(including product development, sales, and finance/accounting);
7. Proactively identify and document suggestions/recommendations
to improve the customer experience;
Major Duties and Responsibilities
include:
- Serve as the lead, point of contact
for assigned customer account management matters;
- Build and maintain strong,
long-lasting customer relationships;
- Develop trusted relationships with assigned
accounts, customer stakeholders, and decision makers;
- Ensure the timely and successful communication
of program utilization, progress, and/or information according to
customer needs and objectives;
- Prepare and communicate clearly the
progress of quarterly program performance to internal and external
stakeholders;
- Collaborate with sales team to develop
new business with existing customers
- Prepare reports on account status
for internal/external delivery
- Proactively problem solve customer
issues
- Proactively escalate customer
requests or issue as needed.
Technical and
Business-Related Knowledge, Skills and Abilities Required:
- Proven work experience as an Account
Manager, or relevant role
- Demonstrable ability to communicate
and influence key stakeholders at all levels of an organization
- Demonstrable experience with CRM
software (e.g. Salesforce, HubSpot, etc.) and MS Office
- Previous experience in education,
specifically Special Education, a plus.
- Experience delivering customer-focused
solutions to meet or exceed customer needs
- Proven ability to manage and
complete multiple account management projects at a time;
- Attention and accuracy to detail;
- Excellent listening, negotiation and
presentation abilities; and
- Strong verbal and written
communication skills
Soft Skills
The successful candidate must possess and
have demonstrated their ability to:
- Adapt and
adjust to new environments and learn new technologies;
- Think
analytically and problem solve independently.
- Manage
multiple projects and adjust priorities.
- Thrive in a
fast-paced, team-oriented work environment.
- Work with
minimal supervision and demonstrate initiative and good judgment.
- Maintain
effective working relations with a wide variety of individuals.
- Represent
the company in a positive and professional manner.
- Work well
both independently and as a member of a team.
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