DIRECTOR OF ACCOUNT MANAGEMENT Satmetrix Systems
Satmetrix is an experienced partner in deploying successful customer loyalty programs that improve the customer experience and drive financial growth. We combine on-demand technology solutions with best practice expertise and consulting to successfully implement program designs to collect and act on customer feedback. Customer information is collected and distributed in real-time allowing employees to rapidly respond to customer feedback, improving loyalty and increasing positive word of mouth.
Satmetrix is the co-developer of Net Promoter, which is proven by leading companies to be the best loyalty metric to drive financial growth. Net Promoter has gained rapid adoption among business leaders due to its ease of adoption and transformational benefits.
Join Satmetrix Systems, a team of highly qualified people passionate about improving their clients' customer experience to improve loyalty and drive profitable growth. Be part of the team that is leading provider of the next generation customer experience solutions. Satmetrix Systems offers competitive compensation, including health benefits, and stock options. For more information on Satmetrix see www.satmetrix.com.
The Director, Account Management has primary responsibility for retention and growth of the installed base by nurturing customer relationships, and ensuring that customers derive the value from our products and services.
This role is designed for customer-facing sales professionals, who have experience in strategic account management and subscription based renewal business. The ideal candidate must have the ability to build executive relationships, be self-managed, and credible in discussing strategic business issues with customer oriented executives. This position is an excellent opportunity for individuals who want to work closely with key executives in a consultative role and have a direct impact on the performance of the business.
Retain and grow the book of business for the international region:
Learn the market and business space of Customer Experience Management, including how our solutions fit in with related products and practices such as CRM, contact center, and Strategic Account Management.
Be able to discuss how CEM in general and Satmetrix solutions in particular apply to the customer?s key business issues and processes. Be able to discuss the return-on-investment for potential CEM projects and what measurable impacts they will have.
Have a complete understanding of the customer?s progress towards achieving program success and the issues they face.
Be able to point out how the customer can achieve additional value from their existing solution. Bring together Satmetrix resources to help guide the customer to achieving their customer experience goals.
Know Satmetrix products, services and future product roadmap. Describe and demonstrate our solutions to existing customers. Be able to match our products and services with a customer?s needs and explain the potential return on investment of investing in those solutions.
Foster and manage account relationships.
Initiate and develop relationships with multiple individuals in accounts, at the CXO, vice president, director, and project manager levels; be able to communicate effectively with individuals at all levels.
Act as the primary point of contact and advocate to quickly resolve issues between the customer and Satmetrix, working with other staff. Follow designated escalation procedures.
Coordinate with other groups in Satmetrix that interface with customers: Professional Services, Business Consulting, Customer Support, Finance, Satmetrix executives.
Act as a main communication channel with accounts. Develop and follow a proactive communication plan to build strong account relationships.
Develop and implement strategic account plans and pursue additional business.
Proactively identify, forecast and work opportunities for upsell and expansion sales in an account.
Manage all customer sales-related paperwork and issues (contracts, amendments, contract renewals, pricing increases, purchase orders, billing, invoicing).
Other duties as determined.
10+ years experience as a account manager in a leadership role, management consultant or other role providing high-value services to Fortune 1000 businesses.
Management experience of other sales professionals.
Saas selling/renewal experience
Strong communication skills: speaking, writing, interpersonal.
Strong organizational and multi-tasking skills required. Ability to stay on top of details.
Experience in management consulting or other high-value business consulting a plus.
Experience in customer satisfaction or customer loyalty programs a plus.
Travel will be required (30%-50%).
All your information will be kept confidential according to EEO guidelines.
||San Mateo, CA |