Account Manager

Job Description

Job Description

Salary :

This role is responsible for the Customer’s overall health & satisfaction including maximizing their use of the Oneview solution to enable their ability to demonstrate value and the realization of their return on investment (ROI).

This is a highly collaborate role that requires strong communication skills, as you will interact daily with customers, vendors, the Director of Account Management and other Oneview cross functional team members to ensure the customers are delighted.

The account manager is responsible for product adoption, client retention, driving overall growth and satisfaction for the customers you serve.

Responsibilities & Accountabilities :

• Customer Relationship Management :
• Serve as the primary point of contact for assigned customers,
• Develop an understanding the customer’s culture, strategic initiatives, business goals, unique needs and challenges.
• Build and foster long-lasting relationships with multiple key stakeholders, from executives to end-users, through regular communication and engagement.
• Act as a trusted advisor, providing guidance on our products, best practices and how they align with clients' business objectives.
• Revenue Growth & Retention :
• Responsible for customer revenue including retention, expansion, invoicing, and timely collections.
• Collaborate with the Director of Account Management & Vice President of Client Success to develop and execute account expansion strategies, focusing on maximizing revenue and customer lifetime value.
• Identify opportunities for expansion, upselling and cross-selling additional products or services based on customers’ evolving needs and industry trends.
• Customer Satisfaction :
• Support the customer’s Oneview Value Plan that supports their Key Performance Indicators (KPIs), aligned to our Value Framework and support them in tracking against these.
• Proactively monitor customer usage and adoption of our products, and provide monthly reporting, ensuring they derive maximum value and achieve their desired outcomes.
• Address any issues and challenges customers may face, leveraging other Oneview teams (Customer Success, Technical Operations, etc) as required to deliver effective solutions and supersede customer expectations
• Manage escalations and incidents, to ensure smooth and timely resolution.
• Securing customer testimonials and case study participation, in collaboration with Customer Success and Marketing.
• Facilitate digital training with customers
• Strategic Planning and Consultation :
• Lead quarterly business reviews (or monthly governance calls depending on agreed cadence) with customers, in collaboration with the Oneview Executive Sponsor, to address any issues and ensure strategic alignment.
• Act as the Voice of the customer, to represent their needs, ideas or suggestions for the Oneview product suite. Submit Product board Insights on their behalf.
• Build and maintain a customer roadmap for product implementation, optimization, and upgrades, aligned to our Crawl, Walk, Run methodology.
• Ensure that customers take at a minimum of one software upgrade per year, so their software is never more than 12 months behind the latest version.
• Stay informed about industry trends, competitor landscape, and emerging technologies to effectively position our product offerings and provide strategic insights to customers.
• Internal Collaboration :
• Engage with other teams as required to ensure customers are delighted and to provide continuous improvement processes
• Partner with internal teams to ensure ethical corporate governance.

Skills & Experience Required :

• At least 2 years of experience in customer-facing pre / post sales, operations, account management or similar roles.
• Healthcare or Food & Nutrition experience strongly preferred
• Ability to multitask, stay flexible and prioritize accordingly in a very fast-paced environment
• Excellent interpersonal skills, with proven ability to build strong relationships and create a strong level of partnership at all levels of enterprise organizations
• Demonstrates leadership qualities
• Strong project and time management skills
• Demonstrate process improvement skills
• Excellent written & verbal communication and documentation skills
• Distinctive problem-solving skills, impeccable business acumen
• Experience in technical support and sales preferred
• Advanced knowledge of systems including Office 365, Business Intelligence, Hubspot CRM, Power BI and Customer Support (Zen Desk)
• The expected travel would be 25%-30% a month.
• You understand the importance of information security

remote work