• Intentional Growth

• Thoughtful Execution

• Integrity Above All Else

Position Responsibilities

Day-to-Day Account Management

• Build strong relationships with clients that create brand ambassadorship

• Follow up on outstanding requests and help see major initiatives through to completion

• Act as an account escalation point for 3rd party or vendor coordination requests

• Assist with procurement of products and services through our channel partnerships

• Gather information related to licensing, contracts and client eligibility for various offers and promotions

• Establish and maintain clear expectations with clients and fellow team members in all areas of interactions

• Resolve client inquiries in an expeditious and professional manner

• Maintain up-to-date information about client environments, agreements and relationship

• Prepare sales quotes, proposals and other client-facing deliverables as needed to respond to client service requirements

• Attend sales meetings and technology business reviews, taking notes and following up on action items

• Work with engineering teams to compile reports and presentations

Drive Technology Adoption

• Communicate technology standards, business value, and risks associated with aging and/or inadequate technology solutions.

• Articulate how our solutions can mitigate risks, solve operational business challenges and how we can further support our clients

• Work with end users and business leaders to identify use cases and opportunities to streamline workflows and improve user experience

• Conduct demos of new products and integrations

• Facilitate and drive engagement for webinars and in-person events and workshops.

• Gather feedback from clients post implementation and training engagements

• Monitor and drive adoption of the technology stack

• Perform qualitative and quantitative analysis of business value derived from our solutions and services

Qualifications

• Excellent Verbal and Written English Communication

• A minimum of 5 years relevant working experience in a client facing role

• Experience with cross department collaboration and workflows

• Experience with B2B Technology Services sales and/or account management

• Foundational understanding of IT infrastructure in a small business environment

Personal Skills

• Self-motivated and high level of enthusiasm

• Engaging and positive energy

• Relationship building - able to quickly establish rapport and build trust

• Excellent written and verbal communication skills

• Take a personal interest in, and responsibility for quality of work performed

• Ability to quickly learn new technologies and adapt to rapid changes

• Ability to articulate technical information clearly and simply to non-technical people

• Understand and execute the concept of micro-commitments when engaging with clients.

• Knowing how to set next steps, gain commitment from clients.

• Clearly communicate the agreed upon micro-commitments and follow up and follow through

Key Performance Indicators

• Client Retention Rate

• Net Promoter Score

• Solution Adoption Rate

• Revenue Goal Attainment

• Standards Compliance Score

• Client Proactive Touchpoints

• TBR Execution