What are the responsibilities and job description for the Senior Account Manager position at One Source Communications LLC?
Overview
The Senior Account Manager is responsible for building and maintaining strong client relationships, ensuring customer satisfaction, and driving account growth. This role involves strategic account planning, contract management, project coordination, and cross-functional collaboration to optimize customer success.
Responsibilities
Account Management and Client Relationship
- Build and maintain strong, trusted relationships with stakeholders, ensuring their goals are met and delivering proactive, value-driven support.
- Regularly assess account health, satisfaction, and engagement through communication, surveys, and performance analytics.
Account Planning and Strategy
- Develop strategic account plans to maximize customer value, achieve revenue goals, and identify key decision-makers and expansion opportunities.
- Collaborate with customers to understand their evolving business needs and position tailored solutions for their long-term success.
Renewal, Upselling, and Account Growth
- Identify and execute opportunities for contract renewals and upselling additional services, driving account growth and revenue expansion.
- Collaborate with Sales, Marketing, and Product teams to facilitate upselling, cross-selling, and renewals.
Contract Management
- Negotiate contract terms, pricing, and service level agreements with clients, ensuring that they align with company policies and client expectations.
- Manage contract renewals and adjustments, maintaining compliance and aligning with the business's goals.
Project Management
- Oversee the implementation of solutions, ensuring that project timelines and deliverables are met while coordinating with internal teams, such as onboarding, dev ops, and operations
- Ensure that client projects run smoothly, address potential roadblocks, and drive projects to successful completion.
Customer Success and Enablement
- Proactively identify and address customer concerns, providing ongoing support and training to ensure successful adoption and usage of services.
- Provide personalized training, demos, and portal walkthroughs to help clients achieve value quickly and optimize their experience.
- Regularly engage with clients through meetings to ensure alignment, satisfaction, and highlight projects, progress, and value.
Strategic Insights and Leadership Communication
- Share detailed account updates with leadership, highlighting risks, opportunities, and actionable insights to guide strategic decisions.
- Leverage data to uncover trends and develop recommendations to improve customer outcomes and business results.
Communication and Reporting
- Regularly communicate with clients on initiative status, updates, and potential challenges. Provide internal stakeholders with detailed reports on account performance, metrics, and insights.
Cross-Functional Collaboration
- Partner with Sales, Marketing, Product, and Support teams to deliver a seamless and exceptional customer experience.
- Act as a bridge between customers and internal teams, ensuring effective communication, issue resolution, and proactive support strategies.
Qualifications
- 5 years of experience in account management, customer success, or a sales related role.
- 5 years of experience with UCaaS, CCaaS, CoLo, Datacenter, TEM, and/or other technologies.
- Strong relationship management and communication skills with the ability to engage key stakeholders.
- Experience in contract management, renewals, and upselling strategies.
- Ability to analyze customer data, identify trends, and develop solutions to improve customer outcomes.
- Proficiency in CRM tools, customer success platforms, and performance analytics software.
- Strong problem-solving skills with the ability to anticipate and address customer needs proactively.