Enterprise Account Manager-US Applicants Only
Full-time
5 months ago
Employment Information
- ClearView is looking for applicants eligible to work in the US without sponsorship.
ClearView is a thriving SaaS company that builds industry-leading performance management software for contact centers.
-Conversational Spanish would be beneficial but not required-
POSITION SUMMARY
The Enterprise Account Manager will manage accounts large enough to be deemed as strategic by the Clearview executive team. They will act as the bridge between the client and the company, ensuring that the client's needs are met while also aligning with the company's objectives. They will work with the TAM but are assigned to specific customers, not TAMs. This will require meeting with customers more frequently to ensure they have a high level of support for our tool and to be proactive in identifying customer needs and providing support. Regular calls will be held with each Enterprise account to review areas of the tool, understand the nature of their business and provide value and direction toward their business by helping customers achieve and maintain maximum utilization of the Clearview tool. This person will help drive initiatives and ensure projects are being managed and completed.
QUALIFICATIONS
Education:
Minimum of High School Diploma or equivalent.
Required Competencies:
- Minimum 2 years’ experience providing customer support, account management, or sales via phone (must be listed in resume)
- Ability to manage multiple account relationships and maintain a high-level of organization
- Exceptional interpersonal skills—especially oral and written communication
- Must be self-motivated and excel at problem solving solutions
- Excellent public speaking abilities and confidence required
- Ability to understand and articulate technical concepts
- Strategic thinking and planning skills
- Must be proficient in all Microsoft office suites
- Supervisory experience a plus
- Preferred: Contact industry specific knowledge
ESSENTIAL FUNCTIONS AND MAJOR DUTIES
- Provide direct support to Enterprise customers by ensuring all assigned accounts are efficiently using our product by working with the TAM and customer to ensure high adoption and utilization, as well as make recommendations to enhance the product.
- Establish and maintain weekly meetings to gain understanding of the business needs, add value, and provide support of Performance Management.
- Applies advanced knowledge and understanding of our product. This includes training our Enterprise customer and TAMs and sharing best practices to target customer needs.
- Directly manage tickets and projects for each account providing timely resolution and/or escalation of customer issues. When applicable, actively troubleshoot tickets for clients from start to finish and effectively communicate with the client throughout the entirety of the process.
- Builds and maintains a knowledge base of the product so that you are equipped to address each customer’s specific business needs, identify enhancements that need to be made, and customize it so all their data works and shows accurately.
- Identify and engage in upsell opportunities as applicable for each client to add value to the business needs.
- Maintain high level of awareness and proactive customer engagement to reduce business churn.
- Manage all projects for these Enterprise accounts. Works as a team with other departments to identify best practices and creatively collaborate on new processes.
- A major goal of this position is to facilitate a proactive support process, rather than being reactive.
- Other duties as assigned.
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