We are looking for a key account manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing new programs that will increase our business revenue potentials and minimise churn. Responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself. Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.
Key Responsibilities:
- Build and maintain strong relationships with key stakeholders and decision-makers and understand their business objectives and align our solutions to meet their needs.
- Provide guidance, mentorship, and support to the team, ensuring they deliver exceptional customer experiences and meet their performance goals.
- Oversee the training, onboarding and deployment process for new customers, ensuring a smooth and efficient implementation of our software solutions. Collaborate with the Implementation and Support teams to develop and execute onboarding plans, and work closely with clients to address any technical or operational challenges during the deployment phase.
- Champion customer needs and collect feedbacks/reviews from the clients on our review platforms.
- Monitor key customer health metrics and take proactive measures to prevent churn. Conduct regular business reviews with customers to showcase value delivered and identify areas of improvement.
- Stay up-to-date with industry trends, best practices, and competitor offerings. Apply this knowledge to enhance customer success strategies and continuously improve processes, workflows, and methodologies to optimize efficiency and effectiveness.
Qualifications and Skills:
- Bachelors degree in Business, Marketing, or a related field.
- Proven experience (1+ years) in customer success management within a B2B SaaS environment, with a demonstrated track - record of meeting and exceeding customer retention and expansion goals.
- Strong understanding of B2B sales cycles and account management practices.
- Exceptional communication, negotiation, and presentation skills.
- Demonstrated ability to handle challenging customer situations with tact and diplomacy.
