Maintain and develop professional relationships with existing clients. Ensure client satisfaction and loyalty. Build relationships with key Client personnel, decision makers, stakeholders and buyers. Be the central Point of Contact of the customer base. Capture, report and act on customer feedback.
Proactively assess, clarify, and validate customer needs on an ongoing basis. Be curious, prepare and ask questions about the customer’s needs and business processes as well as provide knowledge of our applications to the customer; uncover roadblocks, and deliver strong account guidance.
Key Responsibilities
* Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary personnel.
* Be a liaison between the client and Enhesa, mitigate client crisis situations by properly delegating and communicating internally with Enhesa support teams while maintaining clear communication with the client.
* Represent the AM Team in cross-functional sounding boards/ projects and co-drive decisions to preserve and enhance client satisfaction and enable business growth.
* Responsible for the on-boarding of clients to the services. Facilitate the communication between the Client and support Services (Client Services, Expert Support Services, etc.).
* Maximizing product usage and enhancing client satisfaction incl. NPS scores.
* Manage and own contract renewals and growth opportunities. Own and negotiate contract renewals and addendums for growth opportunities.
* Support the team internally by assisting other CSM’s with personal development, training, onboarding, learning internal tools and navigating the proper channels internally.
* Participate in Tradeshows and Conferences to represent the team at certain industry or partner events to strengthen personal interactions and relationships with your own or your colleague’s accounts.
Requirements
* Bachelor’s degree in business, communications, marketing or similar field of study from an accredited university required.
* 5-7 years of demonstrated experience with sales and account management in a business to business environment in the SAAS, IT, insurance, engineering, financial services or consultancy industry.
* Experience in executing sales and account plan based strategies for current clients.
* Demonstrated ability to achieve annual growth targets and client satisfaction.
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