Sales, EarthLink Business Services
Senior Manager, Client Success
Position Summary: The Account Manager is responsible for developing and maintaining long-term relationships with clients. You will also act as the liaison between your clients and cross-functional internal teams to ensure the timely and successful delivery of products and services. This is a frontline, client-facing position. The keys to success will be the ability to provide results and consistently fulfill our customers' needs. The right candidate is dependable, has a positive attitude, and has excellent communication skills.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following:
- Managing a portfolio of client accounts and monitoring the ongoing activities related to them.
- Communicating with clients via multiple channels to provide an engaged, supportive, and personalized customer experience.
- Identifying accounts whose revenue may be shrinking to address any ‘at risk’ customers and reach out to these accounts to ensure they are retained.
- Identify new sales opportunities within existing accounts to retain a client-account manager relationship by up-selling and cross-selling.
- Manage and solve conflicts with clients. The Account Manager is expected to have specific information regarding clients’ services and to keep clients updated on any relevant/timely account or product information.
- Interact and coordinate with the sales team and other staff members in other departments working on the same account.
- Meet time deadlines for accounts.
- Responsible for assignments centered around operational and internal initiatives, as provided by the Leadership team.
- Proactively communicates status, issues, and opportunities to the Senior Manager
- Other duties as assigned
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Good leadership qualities.
- Energy, enthusiasm, and the ability to work under pressure to meet deadlines and demanding targets.
- Strong deal-closing and negotiation skills.
- Ability to juggle multiple clients and projects concurrently.
- High analytical and organizational skills, and excellent attention to detail.
- Understanding of digital marketing products and strategies.
- Excellent communication and interpersonal skills.
- Strong technical skills – ability to master CRM software.
- Creativity and initiative combined with commercial awareness.
- Self-motivated with the ability to work in a fast-moving environment.
- Strong organizational, presentation, and customer service skills
- Skill in planning and preparing written communications (i.e. emails, presentations)
- Ability to multi-task and adapt to changes quickly.
Education/Experience: Bachelor’s degree in Communications, Business, Marketing or related field with 0 - 5 years of experience, or equivalent combination of education and experience as an Account Manager in an agency or telecom environment.
Computer Skills: Must be proficient in MS Office.
Supervisory Responsibilities: None