Job Overview:

Primarily responsible for building customer loyalty, existing product sales growth, new product sales, contract renewal, and client retention across assigned client base.  This position champions the company’s value and differentiations to clients while taking on the cause of championing the client’s experience/needs strategically within the organization and influences/aligns cross-departmental efforts accordingly.  The KPIs for this position focus on client revenue growth, satisfaction, client loyalty, and client retention.

Key Duties/Responsibilities:

• Responsible for managing, supporting, and servicing the account related needs of the assigned set of customers.
• Achieves new product sales objectives and works with Sales General Manager to facilitate budget development and accurate sales forecasting
• Ensures collection and analysis of product usage, volumes, order history, and revenues to understand potential share of wallet (SOW) and helps organization increase SOW through effective stakeholder engagement
• Develops and executes a strategic account plan and using client intelligence gathered through client interactions through use of Miller-Heiman sheets and Salesforce.com, ensures collection of “Voice of the Customer” data
• Proactively conducts monthly account reviews with all assigned clients “report card” to review service issues, usage trends, billing disputes, performance SLA’s, etc., to quantify the value that we deliver to the client
• Proactively identifies accounts whose revenue may be shrinking so as to address any ‘at risk’ customers by establishing processes that help provide an ‘early warning’ on at-risk accounts and then reaches out to these accounts to ensure they are retained as customers
• Proactively renews all contracting documents through the development of strong relationships with key decision makers and users within an organization
• Works with Sales General Manager to ensure organizational structure that best supports account management needs, enables collaboration, and suggests refinements to processes to help ensure that clients are satisfied and that their needs are consistently understood, analyzed, and fulfilled
• Address client concerns and ensure the resolution of issues in a timely manner, with follow-up when appropriate
• Ensures customers are proficient in using services by identifying user needs and providing training or consultative services
• Represents a knowledgeable, efficient, and professional image of the company by handling business in a respectful and professional demeanor