Reports to Director of Account Management

Description:

The Account Manager is responsible for driving customer adoption and retention across the Satisfi Labs product suite. This position owns the relationship with assigned clients, which includes but is not limited to the following – consistent communication, product adoption, industry best practices, product upsell opportunities, proactive client engagement, and maintaining high levels of client satisfaction. This role partners with many internal team members throughout the client implementation process and client life cycle, including Product Implementation, Marketing, and Client Support

Responsibilities:

• Serve as the primary point of contact and build long-term relationships with clients as a trusted advisor and client advocate within the Satisfi Labs organization.
• Possess a clear understanding of the product suite and offerings to be able to clearly communicate platform knowledge to clients.
• Responsible for leading clients via training sessions, digital and call communications, and account optimization to ensure successful product adoption and success is obtained.
• Facilitate industry best practice usage of product solutions consistently to help clients maximize their investment.
• Responsible for managing client communications, including but not limited to some product training, product content accuracy, product promotion best practices, and client contractual agreements.
• Clearly communicate the progress of quarterly and seasonal initiatives to internal stakeholders.
• Monitor, measure and analyze account-specific data sets to:
  1. Develop strategic action plans to attack potential churn risk and identify opportunities to increase user traffic or an upsell.
  2. Visualize and present key performance metrics to build the success story and convey the value propositions that ensure client satisfaction and renewal.
• Obtain a clear understanding of accessible internal support resources, including Salesforce, Asana, Jira, Slack and Google Drive platforms.
• Effectively collaborate with internal departments to maximize the client experience.
• Maintain a pulse on assigned industries of clients, including seasonal and annual events and advocate that perspective internally for strategic planning purpose.

Requirements:

• Minimum 3+ years of relevant work experience with post-sales, customer-facing responsibilities in a SaaS environment. Relevant Client Success Management experience is preferred.
• Experience in the sports and entertainment industry is preferred.
• A passion for delivering outstanding customer experiences and solutions that provide compelling value to clients.
• Proven experience in managing client relations, including consistent client service and ongoing support.
• Ability to work autonomously in a remote environment and to prioritize tasks while managing a diverse workload in a fast-paced environment.
• Keen attention to detail and consistent follow-through to commitments.
• Strong calendar organization, email writing, and presentation creation skills.
• Ability to clearly communicate to clients through emails, video conference calls and industry-related in-person meetings.
• Highly detail-oriented, self-driven, and eager to provide a superior customer service experience.
• Ability to manage multiple projects to ensure implementation and rollouts are done accurately and on schedule.
• Ability to find creative solutions to challenging problems and questions that may arise.
• BA/BS or equivalent experience required.

Send resume to Olivia@satisfilabs.com