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