Account Manager

DESCRIPTION

Account Managers own the relationship between company and company’s clients from the time a contract is

signed going forward. Although this is not a sales position, often a sales background is helpful. This position

includes all of the following aspects:

· In-depth knowledge of client website, business model, and online marketing strategy.

· Heavy interaction and support on the phone and sometimes in person with client employees all

the way up to the VP level of Fortune 500 companies.

Experienced in:

o Internet and online marketing.

o Website analysis.

o SiteCatalyst product (preferred).

· Project management

· Product and technical support

Responsibilities:

· Daily account and customer relationship management for all assigned customers.

· Assist customers to expand their usage of SiteCatalyst; provide training and encouragement to

try new things, explore new reports, et cetera.

· Provide resources to answer customers' questions, identifying needs for account customization

and further implementation where applicable.

· Ensure that customers are pleased with company and receiving maximum return on their

investment

· Ensure that every customer contract is renewed.

· Identify needs and opportunities for professional services:

o Additional implementation.

o Analyst services.

o Onsite and offsite training.

o Custom development and professional service requests.

· Prepare customers for initial implementation.

· Communicate consistently with customers throughout the contract lifecycle, escalating

important issues where needed.

· Maintain customer contact and daily status updates for all outstanding issues.

· Manage customer expectations, keeping customers happy and expectations realistic

· Coordinate with engineering department to ensure timely closure of quality issues.

· Coordinate and provide project management for professional service requests.

· Create service orders and contract addendums, obtaining necessary customer signatures, and

communicating with accounting department.

· Fully understand customer requests, documenting and assigning appropriate resources.

Requirements:

· Knowledge of Microsoft Office, email, and how the Internet and websites work.

· Strong understanding of HTML, JavaScript, and web protocols.

· Must be self-managed, responsive, and dedicated to customer support.

· Exceptional organizational, presentation, and communication skills �� both verbal and written.

· Demonstrated ability to deal with change and be a team player.

· Bachelor��s degree in business management or relevant field.

Special consideration given for:

· Master's degree or other advanced education.

· Demonstrated exceptional customer skills from previous employment .

· Prior account management experience with Fortune 500 clients.

· Prior experience with customer support in a software company.

· Previous project management experience.

· Consulting experience

For interested candidates, kindly email your detailed resume to mgerriz@carmichaelfisher.com