Vacancy: Account Manager
Position
Overview: Given our business model, where our customers pay us over time,
Customer Success is absolutely vital to our long-term profitability.
We
will not be successful unless our customers are receiving massive value from
our service. As such, we need an Account Manager to own driving success for our
customers.
Responsibilities:
- Drive
Customer Success Outcomes
- Increase
renewal rates and reduce churn
- Expand
our revenue in accounts through cross-sell and up-sell
- Influence
future lifetime value through higher product adoption, customer
satisfaction and overall health scores
- Drive
new business growth through greater advocacy and reference-ability
- Define
and Optimize Customer Lifecycle
- Map
customer journey
- Develop
listening points in journey (e.g., usage, satisfaction, etc.)
- Standardize
interventions for each point in journey
- Define
segmentation of customer base and varying strategies
- Identify
opportunities for continuous improvement
- Learn
from best practices in industry
- Manage
Customer Success Activities
- Onboarding
- Training
- Professional
Services
- Customer
Support
- Customer
Success Management
- Renewals
- Cross-sell
/ Up-sell
- Advocacy
- Measure
Effectiveness of Customer Success
- Define
operational metrics
- Establish
system for tracking metrics
- Expose
subset of metrics to executive team, company and board
- Foster
collaboration within team and across customer lifecycle
- Enhance
Effectiveness and Efficiency Through Technology
- Support
systems
- Customer
marketing software
- Reference
and advocacy solutions
- Customer
Relationship Management platform
- Inspire
Customer Success Across Company
- Create
company-wide culture of Customer Success
- Align
with Marketing around marketing to existing clients
- Align
with Product around driving product roadmap
- Align
with Sales around cross-sell and up-sell and focus on selling with a
retention focus
- Align
with Finance around measurement and forecasting
- Align
with Executive Team around key metrics and objectives
- Drive
company-wide definition of ideal customer
- Create
company-wide customer feedback loop
Required
Experience / Skills:
- 1+
years experience in a customer-facing organizations
- Ability
to manage influence through persuasion, negotiation, and consensus
building
- Ideally
combined background of post-sale and sales experience
- Strong
empathy for customers AND passion for revenue and growth
- Deep
understanding of value drivers in recurring revenue business models
- Analytical
and process-oriented mindset
- Demonstrated
desire for continuous learning and improvement
- Enthusiastic
and creative leader with the ability to inspire others
- Excellent
communication and presentation skills
- Relevant Bachelor’s degree; preference for computer science or related degrees
Qualified
and interested candidates to send their CVs to hr@emomentum-interactive.com on
or before 16th May 2016
