JOB TITLE
Account Manager of Enterprise Accounts.
JOB SUMMARY
The Account Manager is a part of the Global Account Management team and is accountable for client satisfaction and all aspects of the total client relationship and experience with Mood as well as executing upon the company’s strategies and initiatives. The Account Manager will have a focused portfolio
of mid-market size brands, franchise owners, private owners, etc.
He/she will focus on revenue retention and growth through developing and deepening relationships, developing and conveying value, and ensuring client satisfaction through Mood strategies as well as day-to-day engagement. The role requires analysis, strategy development, critical fast-paced thinking, exceptional communication skills and the ability to build/lead and manage internal and external relationships.
CORE RESPONSIBILITIES
- Fully accountable for a set portfolio of accounts.
- Build and maintain relationships with our clients that lead to the highest levels of customer satisfaction and retention as well as new business opportunities for both the client and Mood
- Actively manage the client on a day-to-day basis- keep them informed, engaged and satisfied – while fulfilling the day-to-day transactions for each account
- Understand each client’s needs and goals and be able to match those needs to Mood products and services through upgrades, up selling, re-contracting, and additional Mood services
- Required to oversee and ensure all down-stream responsible parties (i.e. administration, operations, etc.) have all the necessary details to fulfill their obligations for new locations, re-contracts, cancellations, closures, etc.
- Educate clients on the benefits of Mood products and services and the integrated capabilities of the company through the compelling articulation of our business model and value proposition
- Collaborate with management to customized account plans for each client, outlining service delivery and revenue growth strategies
- Maintain and publish a quarterly portfolio health review for management to have clear visibility into the success and risk of the portfolio and accounts therein
- Detailed and required use of CRM tool to produce portfolio management reporting, pipeline, forecasting and potential churn of clients
- Find and close new revenue opportunities within an existing client base, collaborate with subject matter experts to maximize upsell/ cross sell opportunities with best practice point of view established by Mood COE and breathe of client engagement
- Provide client feedback back into solution development and COE organizations to aide in keep the voice of the client at the center of the development process.
KNOWLEDGE, SKILLS AND ABILITIES
- Four or more years of proven account management experience
- Demonstrated history of consistent client retention and building of existing client base
- High level of professionalism and ability to communicate at all levels of the client organization
- Ability to write and execute business plans
- Ability to solve problems quickly and effectively
- Ability to utilize creative skills effectively
- Superior organizational skills
- Advanced written and verbal communication skills
- Prefer experience with medium sized and Fortune 500 businesses
IDEAL CHARACTERISTICS
- Optimistic + Energetic
- Collaborative
- Focused
- Curious + Creative
- Detailed
- Resolute
- Critical
ACCOUNT MANAGER GOALS
Customer Satisfaction
- Drive to 100% customer success for your clients
Account Revenue Growth
- Drive account revenue retention to 100% for your clients
Visual Cross-Sell
- Improve the total recurring revenue in your clients by >2% through visual cross-sales
E&L Sales Growth
- Drive profitable E&L sales to your clients
Account Retention
- Manage the renewal process for your clients to ensure timely contract renewal
Opportunity Management
- Manage all of you client solution opportunities in Sales Cloud; ensure Sales Cloud opportunities and client information is consistently updated
AREAS OF MEASUREMENT
- Retention
- Visual Growth
- Accurate Salesforce Management.
- E&L Growth and Margin.
- LinkedIn Presence and client communication.
- Client satisfaction (internal and external)
- Decision-Making
- Work ethic and Value – (Go above and beyond to help out team workers, accomplish daily tasks)
- Business Knowledge – (Investigate and continuously ask questions)
- Sales Knowledge – (being a step ahead of the curve, intimate knowledge of sales needs)
- Confidence – (Demonstrate ability to handle unique situations within department company)
- Adhere to Company Mission/Values
