Sales Account Manager (Existing Client Relationship Management)

Imagine a company that helps its clients develop one-on-one conversations with their customers as if they had a personal Customer Service Representative assigned to help them proactively manage every possible aspect of their relationship. Through our Preference Management Center, CenterPost Communications is literally transforming the way companies communicate with their customers ? one Fortune 1000 company at a time. CenterPost has created a fun work environment that embodies the saying ?work hard, play hard.? As we continue to grow our client base, CenterPost is looking for a few good men and women to join the team.

 

Conveniently located within a few blocks of Union Station, CTA lines and the Rock Island District in downtown Chicago, CenterPost enables clients like United Airlines, Travelocity, ABN Amro and The Weather Channel to connect with their customers in a manner tailored to each message recipient?s preferences and lifestyle. Local candidates only please.

 

Position Description

The Account Manager position is a key role in the Sales organization. The Account Manager interfaces with clients to provide ongoing communication and analysis for production applications, provides input and feedback to clients on ways to improve application performance, and provides input and feedback to the sales organization on new opportunities, potential issues and general account feedback.  The Account Manager performs with minimal supervision to provide proactive service to our clients to position CenterPost as a partner and not just a vendor.

 

Responsibilities

 

? Act as primary point of contact for clients in regards to general questions about application performance in production.

? Develop a sound knowledge of client applications, understanding how CenterPost receives input data from clients, processes that data through software business rules and delivers communications to the clients? end users through either CenterPost?s or a third-party?s delivery network.

? Develop a sound knowledge of disposition data about customer calls to proactively determine a baseline service understanding so as to facilitate proactive communications to clients on both positive and negative trends to the baseline.

? Develop a sound knowledge of key customer contract data including pricing, call windows and service level agreements.

? Participate as needed in pre-sales client activities ? on-sight meetings, web and tele-conferences.

? Review weekly and monthly statistics of client applications and prepare monthly service summaries to be shared with the client. 

? Prepare monthly, quarterly and annual account reviews with clients.

? In addition to monthly account reviews, will participate in client service visits and build relationship with key contacts.

? Proactively initiate and track the renewal process and produce renewal quotes.

? Proactively look for opportunities to upsell and cross sell existing services to clients for applications in production (i.e., speech recognition, call center optimization service pack, acquisition program review, etc.).

? Proactively look for new business opportunities that can be sold by the Sales Representative.

? Review new proposals for client to ensure consistency and accuracy with existing contract and services.

? Prepare new business and new application welcome programs including application documentation, key contacts information, etc.

? Process change orders.

? Receive incident reports from Customer Support and prepare the necessary communication to clients.

? Collect customer feedback in a knowledge repository and share with product management.

? Delegate work as appropriate to support staff.

? Complete special projects as assigned.

? Research and obtain knowledge about key accounts through membership and participation in groups or associations.

? Maintain and update all client contact information in database.

 

Job Requirements and Education

 

? Bachelors degree from an accredited college or university or equivalent technical training

? 5+ years experience customer support, sales or account management in a technology services industry.

? Ability to manage a client base of up to 10 accounts.

? Ability to understand written and verbal communications and interpret abstract information.

? Ability to manage cross-departmental relationships with Operations, Delivery and Support Teams.

? Excellent communication skills.

? Advanced knowledge of Company?s products and services.

? Advanced knowledge of deployment processes.

? Moderate to advanced project management skills.

? Ability to prioritize and work on several tasks simultaneously.

? Proven experience with managing major accounts (>$1.5M in revenue).

? Ability to compose technology proposals for customers.

? Must be able to act as a visionary for application improvement initiatives.

? Ability to work well in a team environment, collaborate with internal and external resources, gain credibility with executive management, and manage through conflict with a positive, flexible attitude and a sense of humor.

? Desire to work in a small team environment to ensure its success and the success of the company.

? Ability to support Team Members in furthering departmental goals through open and honest communication, promoting team interests over self interest.

 

CenterPost offers an excellent benefits package to full-time employees including low-cost medical HMO and PPO plans, dental coverage paid in full by the company, life insurance, 16 days vacation/personal time off each year and a 401(k) savings plan, plus some great extras including: flexible work hours, monthly company outings, on-site game area and a kitchen stocked with cereal, fruit, soda and snacks.

 

CenterPost is an equal opportunity employer (EOE) and strongly supports diversity in the workforce.