Software Account Manager

Overview:

We are excited to grow our team with an Account Manager who wants to have a measurable impact on the successful growth of our CERDAAC Software portfolio. As our customer base continues to grow rapidly, we’re looking for an Account Manager to join our team to support our customers and deliver value by introducing new solutions.

The Account Manager is the key partner helping our valued customers achieve their strategic objectives and maximum value. Additionally, they serve as the liaison between the customer and product management, engineering, and professional Services.

The ideal candidate will have a strong background in account management and customer service with an amazing ability to present the value narrative in a meaningful and creative way.

What You’ll Do:

• Identify opportunities for software expansion and cross-selling of additional products to existing customers to drive additional customer value.
• Define, build, and maintain targeted account plans to ensure relationships that reach deep into your assigned customers, proactively message the value proposition of services, and identify cross-selling opportunities.
• Build and deliver Quarterly Business Reviews and Annual Business Reviews. • Renew existing software subscriptions and accurately measure risk to renewal.
• Orchestrate overall relationship with existing customers, which will include growing adoption, identifying upsell opportunities, ensuring retention, and driving software success and satisfaction.
• Work with customers to build Customer Success Plans, establishing critical goals, to aid the customer in achieving their objectives.
• Monitor customer health, define, and weight specific events and their impact to the customer health, properly escalate at risk customers to appropriate leaders and resolve customer issues leading to poor health.
• Drive price increases into contracts upon renewal
• Take an advocate role in coordinating and resolving customer escalations raised as part of the customer lifecycle.
• Collaborate with product management teams to funnel product feedback, feature requests, and enhancements in a closed feedback loop.
• Answer impromptu customer questions on software use and assistance with report creation. Become a proficient user of the software.
• Ability to travel 25-50%

To be successful, we think you need:

• 5 + years in a sales function with direct customer advocacy and engagement experience with startup companies, mid-tier, or Fortune 1000 organizations
• Experience working with regulated industries including one or more of the following: medical technology, pharmaceutical, biotechnology, and or Aerospace & Defense industry background is preferred.
• Thrive in a startup environment, able to execute on the ground level by rolling up their sleeves.
• Experience providing software demonstrations to customers and developing product use-cases or business cases with customers.
• Essential to a customer’s success, you will have a rich history of growing customer happiness, adoption, and retention.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical.
• Good technical and problem-solving skills coupled with the ability to provide quick resolution to problems.
• Prior experience conducting workshops to customers and discussing pros cons of implementing various technologies and business value.
• Bachelor's degree in marketing, business, or a related field; MBA is a plus.