Account Manager
Job Type
Full-time
Description

  

Account Managers build and foster long-term solid relationships with customers of all shapes and sizes while selling our unique solution offerings. The Account Manager is responsible for ensuring customer needs are being met and understood by each department in the company. Their duties include handling any customer complaints, working to find solutions to any customer issues, and ensuring customers are experiencing a positive customer-company relationship.


Account Manager responsibilities include developing long-term relationships with a portfolio of customers connecting with key business executives and stakeholders. Account Managers liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of Emerge solutions according to customer needs. The Account Manager will manage and develop customer accounts to initiate and maintain favorable relationships with customers. Some Account Managers may also have sales goals and responsibilities. Account Managers answer customer queries and identify new business opportunities among existing customers.


Account Managers are intrinsically driven, have a growth-oriented mindset, hold personal accountability for their performance, are resourceful using critical thinking skills, willing to make mistakes and keep going, and ultimately strive to be an expert in their role through continued education, internal training, and ongoing constructive coaching. 


Primary Duties and Responsibilities:

· Be the primary point of contact for customers and build long-term relationships with those customers

· Drive upselling and cross-selling with the goal to maximize revenue opportunities with each customer on top of core products 

· Develop a trusted advisor relationship with customers

· Act as the customer’s advocate in Emerge to ensure that customer needs are met with a focus on improving the customer experience

· As a joint responsibility, ensure the timely and successful delivery of Emerge solutions according to customer stakeholder and executive sponsor needs

· Clearly communicate the progress of customer initiatives to internal and external stakeholders

· Perform customer business reviews at appropriate and consistent intervals

· Forecast and track customer account metrics

· Responsible for working with the sales team to onboard and integrate new customers, including the timely, efficient, and effective use of transfers of trust

· Work within established sales or account management process through CRM system and supporting departments

· Maintain and update account records within CRM system records

· Grow and maintain account relationships

· Work closely with the Service Delivery team on the adoption of services implemented

· Work closely with the Service Delivery team on customer retention

· Strategically plan and roadmap customer business solutions

· Ability to create and deliver all quarterly account plans for owned accounts

· Provide deal forecast and projected activity to manager 

· Collaborate with internal departments to ensure that Emerge fulfills customer requests

· Collect and analyze data concerning consumer behavior to understand changing needs


Required Skills/Abilities: 

· Proven account management experience

· Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the customer’s organization, including executive and the C-Suite level

· Ability to listen and then deliver customer-focused solutions based on customer needs

· Ability to manage multiple projects and multiple customers at a time while paying fanatic attention to details for each

· Excellent listening, negotiation, and presentation skills

· Excellent verbal and written communication skills

· Critical thinking and problem-solving

· High-level understanding of Emerge solutions and offerings

· Ability to master Emerge solution offerings around the following:

o Contracted managed and cloud services

o Project-based services

o Hardware

o Software

o Other products or services as needed


Education and Experience:

· Bachelor’s degree or equivalent experience

· At least five years of experience in a customer-focused or account management role

· Demonstrated ability to build and nurture relationships with internal and external stakeholders 


Work Conditions: 

· Prolonged periods of sitting at a desk and working on a computer

· Must be able to lift 15 pounds at times

· Up to 20% travel may be required for meeting with customers or other stakeholders