SUMMARY

The Account Manager (AM) serves as the customer advocate and is responsible for the overall satisfaction of the client in every aspect of their communication with Momentum. In this role you will be actively involved in the management, retention and growth of your base of assigned customers. Ultimately, the AM is the primary contact for the customer and is accountable for managing expectations and acting as an escalation point to facilitate problem resolution. The AM is required to consistently provide excellent customer service to accounts, consultatively ascertain client needs, and present client intelligence data within Momentum to ensure a high-quality customer experience.

A successful AM will be able to develop relationships with users, influencers and decision makers within each organization; have a deep understanding of the Momentum products and Unified Communications industry; and thrive in a fast-paced environment.

This position can be fully remote.

Responsibilities:

Customer Retention

Meets or exceeds assigned sales and retention objectives by maintaining and upselling the existing customer base
Reviews customer requirements, designs presentations and negotiates contracts to provide recommended solutions
Collaborates with internal resources (Support, Implementation, Billing, Engineering) to share information, coordinate sales and ensure end-to-end customer satisfaction
Retain accounts through development of strong relationships with primary and secondary client stakeholders
Professionally develop and present re-term pricing plans and obtain customer signed contract renewals
Add to Existing/New Sales Opportunities
Meets or exceeds assigned sales objectives by upselling the existing customer base
Identify and pursue upselling opportunities through proactive monthly engagement with existing customer base
Identify new sales opportunities and direct to the organization’s sales division

Customer Account Information Provider

Serves as the primary point-of-contact for communicating general account related information to include: explanation of licenses and services, contract questions, account audits, and general invoice questions

Escalation Point of Contact

As the client advocate, is available to facilitate problem resolution through efficient internal (organization) and external (client) communication relating to implementation, support, training and billing components

Support Marketing Activities

Supports marketing activities through promoting and reinforcing marketing campaigns; presents sales and marketing collateral; and by attending customer events and industry conferences

Qualifications:

Ability to manage multiple tasks
Ability to thrive in a fast-paced environment
Handles stressful situations well
Highly motivated and results oriented
Plans and carries out responsibilities with minimal direction
Customer service oriented
Extremely detail oriented
Works well in a team environment as well
Must have the ability to use a computer, associated software products (i.e. Microsoft Word, Excel, PowerPoint and/or Outlook), and the Internet
Familiarity with Salesforce.com or similar CRM tools is preferred
Demonstrated history developing relationships with C-level professionals
Documented experience exceeding sales quotas
Excellent communication skills including written communication, speaking and presentation development and delivery
Employee must be available to work overtime as required, be able to travel for conferences, seminars, and other off-site functions and must adhere to Company policies and procedures. Regular in-office attendance is essential (i.e. is consistently at work and on time).

Education Requirements:

A four-year undergraduate degree is preferred
2-3 years of Account Management experience, managing a designated base of accounts in a technology or solutions focused industry is required.
Previous experience in the technology solutions industry is required
A minimum of two years’ experience in the Unified Communications industry is preferred.
Prior experience with upselling on an existing customer base is required.
Experience working towards a quota goal is preferred.

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