Client Manager Account Management

Aventiv Technologies

4h • Remote

About The Position

The role of Client Manager (CM) is to develop a trusted advisor relationship with key account influencers, decision makers, stakeholders and executive sponsors for an assigned area of existing and new accounts, to establish themselves as the first point of contact post implementation for managing the day-to-day service and support needs for their assigned customer base and to improve customer loyalty, increase product utilization and upsell opportunities and gather feedback and referrals for individual and territory portfolio expansion. The role also requires a high degree of knowledge on all company offerings with knowledge of how these offerings can add value and efficiencies to the customer while achieving our business objectives of driving revenue, market coverage, and wallet-share growth. Additionally, the position is responsible for regularly analyzing customer specific data in order to improve account profitability & service. More importantly the CM is responsible for both acting as the client’s emissary to the company and representing the company to the client in the highest ethical standard.

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 (preferred)

Responsibilities

• Building & maintaining strong relationship with assigned account decision makers, key influencers and/or stakeholders
• Proactively assess, clarify, and validate customer needs on an ongoing basis
• Proactively track and drive utilization of all installed products and services throughout their client base
• Coordinates effective communication / involvement of internal resources, including support, service, and management resources, in order to maximize account performance objectives and our client’s experience
• Proactively issue escalations and assist with high severity requests
• Understanding & gauging loyalty levels and creating strategic plans as needed to ensure the development of net promoter business relationships
• Maintain records on statistics and trends that may 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, as well as the training and support needs for your assigned client base; providing personalized training where appropriate
• Perform basic Technical Support functions for our account contacts (password resets etc…)
• Maintain a high degree of knowledge on our products, services and other offerings coupled with client specific knowledge so as to be able to show the value to the client
• Knowledgeable on our integrated vendors and their integration requirements
• The Client Manager also leads internal teams in: Maintains quality relationships with all Securus departments in order to work efficiently and effectively to retain customers business
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives and escalating customer concerns where needed to include corrective action plans
• Drive understanding of specific key account metrics and ensure timely communication of any gap closure efforts; proactively engaging teams to address product /solution performance before they impact client experience/satisfaction
• The Client Manager also works in tandem with their assigned Account Managers to: Evaluate, identify and determine areas within an account and a territory where additional product offerings would improve the account’s performance experience, and revenues – Increase wallet share
• Customer facing communications including product releases, press releases, outage notifications, marketing messages, etc.
• Ensure client retention and contract renewals of assigned client base/territory commensurate
• Coordinate with the assigned account manager to establish regularly scheduled meetings (Account Reviews for top Tier & Touch Points for lower Tier) with assigned clients/territory; discussing service-related items, key success metrics, products & service offerings, etc.
• Coordinate with the assigned account manager to evaluate & understand each account’s success criteria and align them with company objectives to aid in the development of a winning strategic plan
• Performs other duties and additional Tier Level customer support as assigned by management.

Benefits

• Eligible for $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