Overall responsibility: Account Managers (AM) at Trellance provide frontline strategic and consultative assistance to existing clients. They proactively lead client engagements, build & expand relationships with key decision makers, and actively participate in client-facing projects. AM’s deliver superior customer experience and work to ensure client success and satisfaction with the company’s solutions/services. In addition, the AM will identify and pursue renewal, upsell, and cross-sell opportunities within their assigned set of clients/accounts. This will help keep client attrition low and serves to increase lifetime customer value (LCV) and organic growth. Individuals in this role are a critical link between internal teams and external clients, delivering company updates and performing strategic account reviews while gathering and communicating client feedback and acting as their advocate within Trellance.

Essential Functions:

Client Engagement:

· Serve as a key point of contact in the delivery of a superior customer experience, ensuring client success and satisfaction with existing solutions and pending implementations.

· Continuously deliver a strategic narrative that educates clients about industry trends and how Trellance fits in to that new future, being an ambassador for the company’s brand.

· Respond to client inquiries in a timely manner.

· Deliver topical/critical business updates to clients; share and explain release notes, enhancements, use cases, roadmaps, PR/announcements, case studies, and best practices with clients; position company as a thought leader.

· Conduct virtual and/or onsite account reviews periodically with strategic clients, outlining current projects and “next step” opportunities where applicable; demonstrate value with performance metrics/benchmarking.

· Identify and pursue renewal, adoption, upsell, and cross-sell opportunities the company can monetize; ensure low client attrition and high lifetime customer value (LCV).

· Periodically aggregate and synthesize client feedback, market developments, and competitive insights; share proposals for additional product enhancements on the company’s roadmap.

· Update CRM (Salesforce) with Client Sentiment rating and periodic written status, especially when there are notable changes in the rating.

· Use all internal systems as designed and requested by management, and stay current on assigned compliance or other internal learning modules.

· Determine if client is referenceable, communicate internally on status and monitor use of client as active reference for Trellance; manage overall reference status for assigned clients including notations within Salesforce.

· Actively participate in implementation or migration projects involving their clients in order to keep up on status and gauge need for additional resources or attention (50% min).

· Facilitate smooth turnover from Sales team if/when the client is transitioned into the Account Management team.

· Ask probing, clarifying questions on client requests, explore options for solutions and propose viable alternatives, where possible, before any escalation of issues or requests.

· Create and present a comprehensive overview and go-to-market plan for the assigned list of clients, aka territory. This will be presented to the AM teammates and leadership.

· Travel to visit clients as well as attend industry conferences as required in order to accomplish your other objectives.

Relationship-building:

· Develop and maintain strong relationships with key executives and decision makers within assigned clients, highlighting progress and managing overall communication on Trellance initiatives; regular C-level interaction especially related to strategic conversations.

· Make strong impressions while representing Trellance and its value proposition/story at client meetings, planning sessions, conferences, and other speaking engagements.

· Coordinate participation of select clients on the company’s advisory board(s) and/or with product beta tests, ensuring signed non-disclosure agreements (NDA) for scope of involvement.

· Nominate worthy clients for company awards at annual client conference, using criteria such as project leadership, vision, program excellence, multi-product usage, innovative use cases, etc.

· Document client contacts, interactions, updates, opportunities, etc. in company CRM system(s) and keeping updated on a regular basis (all activity involving client interaction will be tracked).

· Other duties as assigned.

Minimum Education/Experience: Bachelor’s degree (BA or BS) from an accredited college or university plus a minimum of three (3) years of experience in the related field; alternatively, a high school diploma or equivalent plus a minimum of six (6) years of experience in the related field.

Other Experience and Qualifications:

· Experience in a customer service environment, Cross-selling/Up-Selling, email communication, B2B technology sales, business development, or lead generation.

· Exceptional communication and interpersonal skills.

· Persuasive and confident in initiating conversations with clients.

· Familiarity with CRM systems and data management is a must.

· Self-motivated, goal-oriented, and able to work independently.

· Willingness to adapt to evolving industry trends and company strategies.

· Strong understanding of the credit union industry and its technology requirements nice to have.

· Able to Travel up to 30%.

Company / Industry Knowledge: Client management experience with quantifiable achievements at B2B technology, software, data analytics, or payments companies is preferred. Experience with account management, client services, or consulting with credit unions, banks, or financial institutions is a must. Credit Union experience is preferred.

SKILLS/ABILITIES:

Role-based Skills: Excellent communication skills with client stakeholders. Experience building and managing project plans, delivering technical updates, and negotiating agreements or commercial terms. Facilitate meetings and effectively present information to top management, board of directors, and other key decision-makers. Able to work independently and as part of a team, organizing and managing several projects simultaneously. Quantitative and qualitative analytical skills needed to solve problems; review or negotiate financial and legal documents; assess options, alternatives, and tradeoffs.

Computer Skills: Proficiency in Microsoft Office products, particularly Excel, PowerPoint, and Word, contact database, client support software, and CRM system skills.

Language Ability: Excellent verbal and written communication skills. Ability to facilitate meetings and effectively present information to top management, board of directors and other key personnel. Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers.

Math Ability: Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.