What are the responsibilities and job description for the Account Manager position at Scientel Solutions LLC?
The Account Manager is responsible for supporting the adoption and continued satisfaction with Scientel’s customers. This role will act as the primary point of contact during all aspects of the customer experience. This role focuses on building a strong customer relationship, especially with decision-makers, through regular communication and proactive account management activities. The Account Manager will identify and scope new opportunities and promote new products, services, and contract renewals when appropriate in the customer lifecycle.
· Advise Sales, Operations and Support teams to confirm the customer’s scope, project plan activities, and support needs regularly.
· Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
· Sales and operations to confirm the customer’s scope, leverage PMO tools and templates to determine project plan activities, regularly as requested.
· Work with the implementation manager (PM) to ensure that the project task are completed on time and within budget while communicating with the customer and provide status report.
· Assist with a smooth transition between implementation (operations) and support (NOC).
· Post-implementation to include but not limited to tracking customer adoption, ensuring that customer’s support tickets are properly communicated, expectations are set and managed around ticket resolution, measuring, and increasing engagement and ensuring overall customer satisfaction.
· Meet with customers to discuss their evolving needs and to assess the quality of our company’s relationship with them
· Develop and implement new sales initiatives, strategies, and programs to capture key demographics
· Maintain data relative to partners, accounts and activities and will document customer interactions
· Prepare reporting as needed
· Forecast and track key account metrics