Sr Specialist Account Manager

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Job Title

Sr. Specialist, Account Manager

Job Description

The Senior Account Manager is responsible for overseeing the management of moderate to highly complex accounts and developing processes to ensure favorable relationships with clients, meeting their operational needs. Serves assigned territory/client with moderate to highly complex variables in geography and/or customer complexity. Must successfully manage the client’s customers end-to-end, by renewing, expanding, and converting the service relationships our clients have with their existing customer base. The Account Manager calls upon existing client customers to assess areas of opportunity, renew current service contracts, and convert customers to different services when applicable. Independent and results-driven individual drives success through persuasion versus prescriptive process. Resolves moderate to complex client issues, research problems, and makes recommendations for potential product enhancements or modifications. Explores various sales channels to improve sales performance. May provide guidance to more junior staff, as needed.

Role And Key Responsibilities

• Directly responsible for client renewal contract opportunities, revenue, and renewal rates for assigned territory.
• Conduct sales activities like making large number of calls and emails each week, planning ahead, forecasting etc to drive renewals to closure
• Manage and be responsible for gross churn, net retention, and revenue for assigned territories
• Stay up to date with client product training and market benchmarks
• Identify opportunities to retain as well as opportunities for extended terms & additional growth.
• Be an expert in client products, as customers will need help with training, deployment and adoption to ensure customer success, which drives their renewals.
• Manage the different facets of subscription and support renewals
• Prepare the renewal letters, quotations, invoices, and notifications
• Contact clients directly to negotiate terms and conditions and render renewal contracts
• Position services and escalate pain points to the Sales and Customer Success team
• Forecast trends and suggestions on how those trends can enhance retention rates
• Bridge between Sales, Finance and Customer Success
• Refine renewal strategies that proactively engage a client in chopping the churn rates
• Augment the upsell and cross-sell opportunities
• Work with the product team to receive feedback on the growing requirements of a customer