Overview
WeSolveCX is looking for the next Senior Account Manager (SAM) to support our expansion plans. The SAM fosters high client satisfaction and retention by ensuring that clients receive outstanding support and service throughout their journey with the company. The SAM is supported by a team of Account Managers and maintains professional relationships with an expanding portfolio of clients. The successful candidate will be business oriented, identify opportunities for growth within existing accounts and, by demonstrating the value of WeSolveCX‘s solutions, support mutual growth.
The successful candidate will be self-motivated, customer-oriented and collaborative.
Key Responsibilities
- Through a team of Account Managers, implement an annual account management plan which
- supports customer success for a portfolio of WeSolveCX clients
- Review and recommend improvements to strategies to deliver outcomes that exceed client
expectations - Identify key stakeholders and build a trusting relationship with influencers of client companies
to build confidence in the WeSolveCX brand - Maintain knowledge of assigned accounts and WeSolveCX’s solutions to promote best-practices and provide trusted advice to clients which will persuade them to increase their
spend and/or renew their contract - Meet or exceed assigned WeSolveCX budget expectations
- Ensure Account Managers are monitoring client account performance and delivery of client
promises for compliance with contract - Coordinate with all WeSolveCX business units to ensure strategic alignment, advocate for client
needs and ensure effective delivery of client initiatives - Use a data-oriented approach to assess the value delivered by WeSolveCX, analyze client
account performance to identify trends, issues and opportunities for improvement - Communicate the value of the WeSolveCX and client partnership by facilitating regular,
structured client meetings, including but not limited to weekly and monthly operational
reviews, quarterly and annual business reviews - Manage complex client issues and act as the escalation point of contact for all clients
Job Requirements
- Bachelor’s degree in Business, Finance, Marketing, or related fields
- 3+ years of management experience in a similar role
- Must be proficient in the use of Microsoft Office Suite applications
- Flexibility to travel when required
Required Skills
Skills and Competencies
- Customer oriented
- Excellent management skills
- Prioritization and delegation skills
- Excellent communicator (oral and written)
- Strong negotiation skills with a problem-solving attitude
- Able to coach
- Analytical
- Creative problem-solving
- Presentation skills
- Relationship management
The following additional attributes would be advantageous:
- Work experience as a Strategic account manager or Key account manager
- Solid sales experience in B2B environment
- Hands on experience with CRM software and Account management systems
Environment and Physical Activity
- Must be able to work in a non-confined office type setting in which he or she will work remotely.
The position may require occasional travel to business offices/units. Most travel is by land, but
more distant locations are reached by sea or air. While performing, this position spends time
writing, typing, speaking, listening, lifting (up to 50 pounds), driving, carrying, seeing (such as
close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking,
standing, squatting, kneeling and reaching. - The employee may operate any or all the following: telephone, cellular telephone, copy and fax
machines, credit card terminal, personal computer and related printers. - The work environment characteristics described here are representative of those the employee
will encounter while performing the essential functions of this job - The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job - Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions
Human Relations/Contacts
Internal
The Marketing Specialist will interact frequently with WeSolveCX Executive team members, ATN Shared
Services management and resources, functional department heads, line management of the business
offices/units, subsidiaries regarding projects, developments, operations and expenses, systems, and
procedures, consistent with the responsibilities of the job.
External
Interactions also occur with vendors and consulting subject matter experts and resources on matters
relating to the Company’s projects, operations, and strategic initiatives. The Marketing Specialist may also
interact with the shareholders’ auditors, regulators, and the Company’s legal and accounting advisors
from time to time, as may be consistent with the responsibilities of the job.
