Key Account Manager

Trust Automation•San Luis Obispo, CA

21d•$107,931 - $120,000

About The Position

The Key Account Manager role will serve as the primary relationship owner for an assigned group of high-value, high-touch strategic customers (key accounts) with responsibility for retention and growth and will ensure clients derive maximum value from our services. The key account manager's responsibilities include maintaining a thorough knowledge of our business and offerings, supporting, developing and implementing plans to manage and strengthen client relationships, supporting current and new business opportunities, and coordinating with internal teams to deliver on client expectations. Constant follow up and customer order status communication is central to this position. The role will directly report to the Vice President of Sales. This position will work closely with VP of Defense and VP of Sales To be successful as a key account manager, you should be able to manage and develop your accounts and ensure client satisfaction. Ultimately, an outstanding key account manager should have strong communication, customer service, and account management skills and be highly organized and accomplished at solving problems and supporting deals.

Requirements

5+ years experience in Customer Success and/or Account Management
Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
Confident communication (written and oral) skills and a demonstrated ability to work collaboratively with all levels of internal and external organizations
A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables
Business acumen, sound decision making, analytical and organizational skills in a fast-paced environment; a consultative approach to managing complex client relationships
Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks
Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations
Passion about business and dissatisfaction with status quo – always thinking of ways to improve/grow assigned clients
Bachelor's Degree or 7+ years’ work experience in appropriate field of study or equivalent work experience
Strong analytical skills
Working knowledge and experience with contracts and contract negotiations
Demonstrated ability to work independently and remain motivated
Working knowledge of computers and Microsoft office suite of services
Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks
Travel will be required, frequency of travel could be monthly
This position may be asked to drive for company purposes during the course of employment. If asked and agreed upon, employees must possess a valid California Driver’s License and clean driving record.
May participate in the identity verification process to access secure client or government portals by authorizing certified supplier or customer management platforms to obtain information from your personal credit profile or other information, solely to verify your identity.
Hearing and speaking to exchange information in person, on the telephone or virtually.
Dexterity of hands, fingers, and wrist to operate a computer keyboard, calculator or assemble/manufacture intricate items.
Seeing to read a variety of materials.
Sitting or standing for extended period of time
Physical agility to lift 20 pounds to shoulder height.
Physical agility to lift, carry, push, or pull objects.

Responsibilities

Develop deep, long-term partnerships with key customers, acting as a trusted advisor and ensuring their needs are met at a high level.
Play a strategic role in supporting major accounts, including building customized solutions, contract negotiations, and long-term planning.
Proactively managing all customer needs through consistent and regular communication, support, and follow-up.
Coordinating and supporting product demonstrations, events, and other assignments as determined to support the product line and customer.
Provide the support needed to the VP of Sales on day-to-day operational processes.
Work closely with various departments to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed.
Configure, track, and manage requests for quotes (RFQ), requests for proposal (RFP), and rough order of magnitude (ROM) inquiries.
Coordinate and track loaner products and demonstration products.
Partner with internal cross-functional teams to understand customer goals and key performance metrics and aim to exceed those goals.
Leverage technical tools and quantitative data to manage success and report on customer satisfaction levels. Including closed loop feedback on product performance and support services.
Work closely with Finance on billing set up and invoicing while troubleshooting any issues that arise.
Manage customer activity with future CRM or other internal tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues.
Provide input on new processes and workflows as needed.
Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight.