What are the responsibilities and job description for the Account Manager position at Innovation Technology By Design?
The Account Manager is a client-facing resource for small to mid-size accounts delivering account management to the customer after the sales cycle has been completed. The role encompasses ongoing support/guidance, business strategy & advice, & overall account portfolio management & oversight.
As a customer advocate, AM is one of the clients’ primary points of contact responsible for orchestrating activities within the company to deliver superior client experience. This role focuses on ongoing relationship-building & proactive account management activities, promoting overall customer satisfaction, product adoption, retention & up-selling. The role manages diverse, high profile and/or key accounts.
Education and Qualifications:
• Education: Bachelor's degree (or equivalent).
• Minimum of 4 years in Customer Success or Account Management roles.
• Excellent customer service skills, with a proven track record of managing client relationships.
• Hands-on experience with cross-selling and upselling to clients.
• Strong verbal and written communication skills to facilitate meetings, set goals, and document discussions effectively.
• Option-1: WFO in Jersey and travel to West for one week once a month/ West cost -Close to clients.
• Experience working for a Managed Service Provider (MSP) Network Operations Centre (NOC), Security Operations Centre (SOC), Helpdesk, IT Infrastructure Management, offshore IT dedicated staff.
Responsibilities:
• Manage customer agreements renewal.
• Relationship Building with Customers to achieve 90% retention and renewal of agreements.
• Revenue upsell/cross sell/annual agreements escalation activities to generate more revenue from customer assigned accounts.
• Onsite QBRs Participation.
• Managing/Handling all Customer escalations like billing, or service issues.
• Owning NPS.
• Owning Referability score.