What are the responsibilities and job description for the Account Management Specialist position at Mood Media?
About Us:
Mood Media is the world’s leading experiential media company, optimizing on-premise retail customer experience and driving significant value for businesses and brands worldwide. With the most comprehensive suite of fully integrated solutions, Mood leverages advanced digital technology, curated and original creative content, and design expertise to make every shopping and guest experience more personal and engaging. Serving more than 500,000 customer locations in over 140 countries, Mood reaches 165 million consumers each day.
General Summary:
The Account Management Specialist role is responsible for building loyalty with our clients and increasing retention. This is accomplished by ensuring that the businesses are successful in using all of Mood Media's product offerings that help them elevate their customer experience. A key part of the Account Management Specialist position is to serve as a trusted advisor to business owners, educate them on the broader offerings that Mood Media provides, and provide retention efforts for accounts and cross-sell services.
Essential Job Functions and Responsibilities:
- Maintain strong relationships with Mood's business owners, focusing on re-contracting, reducing churn, and driving retention through value-added engagement.
- Act as the primary point of contact for resolving business-related concerns, ensuring client satisfaction, and advocating for client needs.
- Address customer issues by identifying challenges, providing timely solutions, and collaborating with internal teams such as product, finance, and customer service to resolve problems efficiently.
- Develop retention strategies by analyzing customer data, identifying trends, and understanding root causes of dissatisfaction to contribute to long-term client loyalty.
- Re-contract and retain existing clients through in-depth education and effective communication, while cross-selling additional services and equipment that align with their business needs.
- Ensure all follow-ups are conducted in a timely manner, with accurate and complete re-contracting paperwork, change of ownership documents, and other required paperwork.
- Actively mitigate client churn and handle customer cancellations as needed, processing them promptly and professionally, while working to recover at-risk clients when possible.
- Proactively and reactively maintain strong relationships business owners by overseeing re-contracting, saves/cancellations, upselling, presenting new products and services, and handling change of ownership processes in alignment with company and client initiatives.
- Providing insights to executive leadership on critical or consistent challenges causing churn with recommendations on how to resolve
- Other duties as assigned.
Essential Job Qualifications:
College degree (4-year) or 2 years of experience in sales and/or customer service supporting business owners.
Knowledge/Skills/Abilities:
- Strong organizational skills and attention to detail, with the ability to multitask
- Excellent written and verbal communication with a positive attitude
- Strong active listening skills, and ability to build rapport
- Strong collaboration skills
- Strong problem-solving skills, with solution-oriented mind-set
- Ability to use resources with little direction and guidance
- Affinity for technology, and ability to leverage technology such as Salesforce or similar system
- Ability to work in a team environment
For further information about Mood Media, please visit www.moodmedia.com.
Mood Media is an Equal Opportunity Employer. All qualified applicants will be considered for employment based on objective work-related criteria, without discrimination based on age, disability, ethnic origin, gender, marital status, race, religion, responsibility for dependents, sexual orientation, gender identity, or other characteristics protected by applicable governing laws.