Position Summary:
The Manager, Key Accounts role is a pivotal role in the Customer Care Department. The strategic focus of this role is to assume full responsibility for subscription retention of the company’s key accounts by ensuring customer satisfaction through relationship-building activities. This candidate will work closely with the Executive Director in executing strategic plans to reach all retention and departmental goals, including obtaining additional revenue with each assigned account.
Mandatory Skill Set:
- Develop and maintain trusted client relationships with key accounts
- Identify strategic client retention needs, develop retention strategy and execute to achieve goals
- Polished presentation and training skills, both in-person and over the phone
- Professional business writing experience with the ability to create proposals, business reviews, and data analysis reports that are effective, easy to understand, and produce desired results.
- Oversee multiple high-value projects, multi-task, and manage to completion
- Strong written and verbal communication skills that play up and down an organization
- Ability to coordinate efforts among various departments and teams
- Ability to succeed in a fast-paced, dynamic business environment.
- Anticipate a changing business environment and adapt to accomplish retention goals
- Business travel experience, with up to 25% travel requirement
Minimum Qualifications:
- Candidate will have a Bachelor’s or Master’s Degree from an accredited University with a GPA of at least 3.0
- Candidate will have five years of successful Managerial experience in an customer-centered environment
- Experience working with MS Windows, Microsoft Office, Adobe Reader and CRM
- Experience, or first-hand knowledge of K-12 education systems
Profile:
Achiever, Connector, Learner, Driver, Confident
Able to demonstrate:
- Excellent customer relations skills
- Excellent organizational and project management skills
- Excellent oral & written communication skills
- Problem solving skills – critical thinking skill applied to business challenges
- High initiative – highly self-motivated; anticipates and plans accordingly; never gives up
Primary Responsibilities:
- Execute upon strategic plan to manage new accounts to achieve retention goals. Create and project manage tactical component of the plan.
- Assume responsibility of new accounts retention; review and revise customer life cycle to accomplish new accounts retention goals.
- Work closely with Sales team to ensure on-boarding of all new accounts meet department expectations and standards. Participate in planning conversations with prospective customers.
- Develop, implement, and bring service-level awareness to new accounts through strategic custom campaigns. Work closely with other departments, such as marketing, to see campaigns through to completion. Track effectiveness of campaigns, refine when necessary.
- Complete needs assessment with all new accounts; make determination and recommendations for any onsite travel. Complete onsite visits when necessary.
- Review and revise existing business review process and execute with all new accounts according to life cycle.
- Perform regular status checks on accounts; track key indicators of a healthy account and immediately escalate any uncovered issues for action and resolution.
- Monitor new accounts retention numbers on a monthly basis and oversee the renewal notification timeline. Ensure all new accounts have updated contracts prior to subscription end date.
- Complete monthly forecasting of new accounts retention numbers.
- Volunteer strategically-focused ideas and alternatives that will impact goal achievement.
- Collaborate with internal departments and communicate effectively and regularly with the executive management team regarding retention plans and results.
Other Responsibilities:
- Commit to work at least 40 hours each week.
- Perform data input and maintenance in company CRM (SalesLogix).
- On-site meetings and trainings with customers, up to 1 week per month, nationwide.
- Complete online trainings via GoToMeeting.
- Complete regular weekly and monthly status reports for Executive Director and Management team.
- Ensure department and company policies and standards are followed.
- Actively participate in year-end planning sessions.
- Demonstrate productive habits of mind (self-regulating behavior, creativity, and critical analysis) in all actions and behaviors.
- Completes other duties as assigned by Executive Director and/or President.
Disclaimers:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Critical features of this job are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons.