Present and demonstrate any aspect of products currently licensed to the customer in order to refamiliarize, orient provide value to the user/customer to maximize customer experience
Proactively collaborate internally and cross-departmentally to keep all accounts apprised of any potential issues to their software performance timely (Ex: Former Customer campaign, Ophth/Derm list, Sunsetting of products, Azure outages, etc.) and monitor/record the status of all customer communication in Salesforce, Excel or other prescribed method. This includes processing of administrative work i.e. credit memos.
Continue to maintain client renewal rate at or above company required goals in designated territory. Address exit strategies as needed and update SF record to include attrition details accurately.
Following up on any client success / account management issues that are routed through marketing leads to ensure customer satisfaction
Identify and escalate (to inside sales representative) sales opportunities from within the existing customer base as assigned, maintaining a continuous focus on growth and expansion within existing clients
Respond to inbound calls in accordance with performance standards for the ACSM role, resolving customer issues and ensuring an exceptional client experience
Work with inside sales manager to collaborate on client experience as necessary to ensure a positive outcome
Fully accountable for maintaining a referenceable customer base for assigned territory by facilitating on-site visits with existing customers, collaborate with inside and new business sales team to leverage current account relationships for prospective sales, and ensuring minimum level of “client touches”.
Participate in kick off calls to successfully transition account ownership post-sale/implementation.
Complete customer care calls to build and secure strong client relations resulting in unsurpassed client satisfaction
Identify at-risk clients and orchestrates Improvement Plans as necessary by collaborating with the appropriate internal constituents
- Carry out additional responsibilities as assigned based on business needs
- Minimum Requirements
- 1-2 years of client success / account management experience
Excellent customer service skills
Exceptional written and verbal communication skills
Demonstrated ability to problem solve; strong judgment and interpersonal skills
Ability to work effectively with all levels of the organization;
Approachable, professional, patient, balanced approach to handling tasks of varying priority and stress levels
- Ability to travel throughout the year, including occasionally on weekends
- Work Environment/Physical Demands
- Remote work
Long distance or air travel as needed
- This role requires a significant amount of work in front of the computer with communication through daily through chat, phone calls, and virtual meetings.
- Total Rewards
- Generous annual bonus opportunity
401(k) with Employer Match
Flexible Time Off: take time off when you need it without worrying about available hours
10 paid holidays
Volunteer Time Off
Insurance: Choice of Medical, Dental, and Vision plans
Health Savings Account with employer match
Flexible Spending Account
100% Company-Paid Parental leave
100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
Nextech Luminary Peer Recognition Program
Wellness Program including discounts on medical premiums
Employee Assistance Program with free counseling sessions available
Corporate Discounts on Retail, Travel, and Entertainment
Pet Insurance options
