Description

Who We Are

Based in Austin, Texas, Acumera is a leader in managed network security and automation services for the payment systems and operations of multi-site businesses. Acumera provides software-as-a-service (SaaS) solutions for edge computing, secure edge networking, network operations, visualization, and security. Our clients focus on growing their companies by using Acumera’s remote systems visibility, strong data security and simplified compliance services. Since 2002, Acumera has been our clients’ trusted network partner. 

What We’re Looking For

Acumera, a rapidly growing Austin-based edge computing company for the retail and hospitality industries, has an exciting opportunity for a dynamic Senior Account Manager, Reporting to the VP of Customer Success, the Account Manager is responsible for executing the proactive management of the post-sale client relationship; focused on lifetime-horizon planning and retention for our most complex and strategic clients.

Responsibilities:

• Acclimates newly onboarded customers to the Acumera Community
• Fosters & develops strong customer relationships, networking, and client engagement beyond the sales event.
• Maintains portfolio contracting and ensures customers are appropriately billed in a timely manner for services rendered and conducts internal contract reviews ahead of renewal dates
• Collects and organizes critical decision-making data such as store counts, service classifications, upcoming initiatives, problems to be solved
• Analyzes and qualifies client demands and opportunities, engaging the right internal resources at the right time to resolve chronic issues and avoid future issues
• Initiates and leads regular tactical engagements and orchestrates strategic business review meetings on a regular cadence
• Enhances product & service experience via education & advocation
• Champions client perspective, context, and feedback, and serves as the voice of the customer when escalating chronic issues internally.

Qualifications:

• A strong communicator: You excel at verbal and written messaging and are adept at comprehending and speaking about high-level technical and operational concepts; adapting appropriately to the target audience.
• A motivated self-starter: You are eager to be hands-on with a variety of projects and enjoy taking the lead when the opportunity presents itself.
• Proactive and organized: You can organize your workload and meet deadlines with minimal supervision, but you also recognize the value of teamwork and seeking help when needed.
• Flexible, problem-solver: You are excited by new challenges and engage proactively with a positive attitude to find effective solutions when established processes can’t be applied verbatim.
• Evidence-driven: You use data to formulate insights and develop strategies that best fit the situation.
• Highly collaborative: You thrive in a close-knit, cross-functional team environment; whether it’s to help a colleague or to benefit from team members’ experiences.
• Curious by nature: You are inquisitive and engage in continuing education relevant to your customers and the solutions they rely upon.

Education and Experience

• Bachelor’s degree in business management or information systems, or equivalent professional work experience in place of formal education
• Previous experience in an IT industry and/or retail or hospitality verticals preferred
• Previous customer success, account management, or customer service experience highly desired
• Working knowledge of networks, Internet security, or LINUX administration concepts highly desired; or the capability and willingness to develop such skills both independently and as part of the early onboarding journey
• Ability to occasionally travel to customer locations within the Continental United States

Perks of Acumera

• Hybrid Work Schedule
• Health benefits start on day one.
• 401(k), FSA, HSA
• Casual dress code
• Paid company holidays
• Discretionary time off policy
• Central Austin location with free parking
• Flexible work environment and an opportunity to grow as we grow.

Acumera is an equal opportunity employer. All final candidates will be subject to a pre-employment background check.

Qualifications