Senior Account Manager

Job Description

The Senior Account Manager’s job is to profitably retain and grow their book of business with existing clients by creating value while delivering exemplary Client Experience with Integrity

Tasks and Responsibilities:

• Discover and document (2) NEW BUSINESS GOALS per client per year in the HubSpot CRM
• Once a Month Client Activities:
• Analyze that data for each of your clients
• Deliver the insights to each of your clients
• Schedule a follow up call for each of your clients and find out where else we can help
• Every year each client MUST show enough BUSINESS GOAL ATTAINMENT to exceed the investment of the agreement.
• Capture referrals from our raving fan clients (36/yr.)
• Inform Sales of potential opportunities (per quota)
• Produce (1) case study from a client each year
• Solicit feedback from each client quarterly, and after key interactions and deliverables
• Up to 25% Travel
• Celebrate our clients’ successes with them - Remind them of where we have attributed to the success of their measurable goals
• Invest in the relationship by showing sincerity with every interaction
• Follow best practices and proven processes for consistent, repeatable results
• Provide a weekly work plan to your manager
• Input all notes and activities into HubSpot-DAILY-This is a REQUIREMENT
• Log time spent with clients (timesheets) DAILY-THIS IS A REQUIREMENT
• Organize and manage client engagements, tracking tasks and deliverables to completion
• Attend meetings (internal and external) on time and with full attention. These are not to be scheduled over unless it is necessary.
• Connect clients to each other, to Client Savvy specialists, and to partners when appropriate
• Seek to become an expert on Client Experience (reading, research, conversations, networking, etc.)
• Provide Monthly status updates on all clients & projects. This should also be updated in HubSpot. (provide weekly update on client deliverables for that week)
• Introduce clients to the range of Client Savvy capabilities and services
• Respond to clients promptly, same business day.
• Share Client Savvy content to clients and social networks
• Always keep Outlook calendar schedule current

Support the Client Savvy Team:

· Contribute to the Client Success Knowledge base (Most should be populated in HelpScout)

• Processes that are not documented, and could be documented for support and training, MUST be documented.
• Contribute to our Client Experience efforts, be proactive in identifying and reporting ways for our team to improve
• Develop helpful content once a month based on discovered insights (or pass along to appropriate person)
• Seek efficiencies in everyday interactions while maintaining process and quality control
• Provide insights from clients to improve usability of the Client Feedback tool. Document in Slack Product Dev. group
• Actively seek out internal expertise and knowledge sharing from colleagues
• Apply our core values with intention daily
• Participate in Client Savvy strategic efforts
• Remain a source of consistent and positive outlook for our team and our clients

Support the Growth of CX as a Common Business Practice:

· Invite all clients to join our CX communities (CXps, CXMP, etc.)

• Increase awareness of what others are doing

Compensation Plan:

The purpose of this plan is to create the optimum environment, processes, and metrics for achieving success and retention.

Plan elements include changes to staffing levels, roles, physical and logical organization, metrics, accountability, compensation and goals.

Base Salary: $50k - $60k

Total compensation $75-100k +/year

Base Commission (2.5% of any new opportunity that is closed with you as the “Lead Source”)

Base Commission (5% of any retained business) based on renewal on assigned accounts only; paid when paid

$1500 Bonus when 36 opportunities (Quota) with you as the Lead Source

$50 spiff for every (4) processes documented, which have not been previously documented

Bonus Qualifications:

Must produce (1) case study from a client each year

EVERY client must have an approved BUSINESS GOAL documented by the CSM

President Club Qualification:

If 100% of ASSIGNED Clients are retained

If 100% of assigned clients Validate that 100% R.O.I. has been attained

If $125,000 of closed business with you as the Lead Source is attained

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus opportunities
• Commission pay
• Performance bonus

Experience:

• Case studies: 1 year (Preferred)
• Account management: 3 years (Required)

Work Location: Hybrid remote in Cary, NC 27511

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