Client Manager Account Management

Aventiv

7d • Remote

About The Position

The Client Manager (CM) role is designed to cultivate trusted advisor relationships with key influencers, decision-makers, stakeholders, and executive sponsors within an assigned portfolio of existing and new accounts. The CM will serve as the primary point of contact post-implementation, managing the day-to-day service and support needs of their assigned customer base. The goal is to enhance customer loyalty, increase product utilization, identify upsell opportunities, and gather feedback and referrals to drive portfolio expansion. This role demands a comprehensive understanding of all company offerings and how they can deliver value and efficiencies to clients, aligning with business objectives of revenue growth, market coverage, and increased wallet share. Additionally, the CM is responsible for analyzing customer-specific data to improve account profitability and service, acting as both the client's advocate within the company and representing the company to the client with the highest ethical standards.

Requirements

• Proven account management experience
• Prior Technical Support experience
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level
• Experience in delivering client-focused solutions via both expressed and implied wants or needs
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Excellent listening, negotiation, and presentation skills via telephonic and face-to-face methods
• Excellent verbal and written communications skills
• Knowledge of the telecommunications & technology industries
• Understanding of workflow processes and Securus products and services
• High degree of problem-solving, conflict resolution, and negotiation skills
• Highly proficient in the use of business office tools and electronic communication methodologies
• Strong data/information analysis and integration skills
• Advanced customer service skills
• Ability to handle multiple tasks and to work independently
• Time management and information organization skills
• Ability to identify, prioritize, and respond to multiple and conflicting tasks
• Ability to work under pressure, to meet deadlines, to deal positively with rejection and conflicts
• Ability to communicate with co-workers and business contacts in a courteous and professional manner
• Ability to effectively function as a team player
• Ability to develop ongoing rapport with clients and consumers and obtain relevant information
• Ability to travel for up to a week at a time
• Proven ability to successfully draft and execute strategic account plans
• High school diploma or GED
• 5-7 years of experience managing accounts is required
• Strong business relationship management skills
• Ability to work well in an energized, fast-paced, entrepreneurial, and collaborative environment
• Proficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning and training others on new technology)

Nice To Haves

• Bachelor’s degree in a related field
• Relevant work experience in a technology industry

Responsibilities

• Building and maintaining strong relationships with assigned account decision-makers, key influencers, and stakeholders.
• Proactively assessing, clarifying, and validating customer needs on an ongoing basis.
• Proactively tracking and driving the utilization of all installed products and services within the client base.
• Coordinating effective communication and involvement of internal resources (support, service, management) to maximize account performance and client experience.
• Proactively issuing escalations and assisting with high-severity requests.
• Understanding and gauging loyalty levels, and creating strategic plans to foster net promoter business relationships.
• Maintaining records of statistics and trends to assist in determining account behavior (RFP positioning and overall sales strategy).
• Maintaining a high level of client satisfaction as measured by periodic client surveys and feedback.
• Understanding customer acumen and training/support needs for the assigned client base, providing personalized training where appropriate.
• Performing basic Technical Support functions for account contacts (e.g., password resets).
• Maintaining a high degree of knowledge on products, services, and offerings, coupled with client-specific knowledge, to demonstrate value to the client.
• Being knowledgeable about integrated vendors and their integration requirements.
• Leading internal teams in maintaining quality relationships with all Securus departments for efficient and effective customer retention.
• Ensuring the timely and successful delivery of solutions according to customer needs and objectives, escalating customer concerns where needed, including corrective action plans.
• Driving understanding of specific key account metrics and ensuring timely communication of gap closure efforts, proactively engaging teams to address product/solution performance before impacting client experience/satisfaction.
• Evaluating, identifying, and determining areas within an account and territory where additional product offerings would improve the account's performance experience and revenues (increase wallet share).
• Handling customer-facing communications, including product releases, press releases, outage notifications, and marketing messages.
• Ensuring client retention and contract renewals of the assigned client base/territory.
• Coordinating with the assigned account manager to establish regularly scheduled meetings (Account Reviews for top-tier clients and Touch Points for lower-tier clients) with assigned clients/territory, discussing service-related items, key success metrics, products, and service offerings.
• Coordinating with the assigned account manager to evaluate and understand each account's success criteria and align them with company objectives to aid in developing a winning strategic plan.
• Performing other duties and additional Tier Level customer support as assigned by management.

Benefits

• Salary range based on experience and qualifications
• $255 to purchase company equipment (keyboard, monitor, headset, etc. (if applicable))
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees