What are the responsibilities and job description for the Sr. Account Manager position at Zenlayer, Inc?
Zenlayer is seeking a results-driven and strategic Sr. Account Manager to lead our Mid-Market Sales organization. You will play a crucial role in enhancing client partnerships and delivering exceptional service to our existing clients. The position will also be responsible for growing a team of Account Managers, fostering a culture of excellence, and supporting team success through guidance, collaboration, and strategic oversight.
This is a hybrid role based in our Diamond Bar office, with the flexibility to work remotely a portion of the week.
Duties & Responsibilities:
- Oversee the daily operations of Account Management team, cultivating a culture of accountability, collaboration, and high performance.
- Mentor and develop Account Managers through regular feedback sessions, one-on-ones, and performance evaluations, enabling them to provide top-tier service to our clients.
- Collaborate closely with Sales and Product teams to align on revenue targets, understand client needs, and identify strategic growth opportunities across a diverse portfolio..
- Ensure seamless execution of client onboarding and project delivery – monitoring progress, troubleshooting issues, and maintaining billing accuracy to uphold operational excellence.
- Partner cross-functionally with internal teams, including Sales, Technical Support, and Product Development, to address client queries, enhance workflows, and introduce innovative solutions or service offerings.
- Develop and maintain strong relationships with clients by participating in key meetings, addressing escalations, and uncovering upselling or optimization opportunities.
- Champion the adoption of company-wide initiatives, new services, and client engagement programs in collaboration with the Director of Account Management.
- Spearhead onboarding and training for new team members, ensuring they have a clear understanding of our process standards and service expectations.
- Track and analyze key performance indicators such as client satisfaction, team performance, and service level agreements to drive continuous improvement and business growth.
Required Qualifications:
- Bachelor's degree from an accredited institution or equivalent professional experience.
- Minimum of 6 years of experience in account management or client services, preferably within the technology or telecommunications sector.
- At least 2 years of demonstrated leadership experience in a people management role.
- Proven expertise in onboarding and training new hires, fostering a consistent understanding of service standards.
- Experience with various client management tools and platforms, with a strong grasp of performance metrics and analytics.
- Ability to multitask and thrive in a fast-paced, dynamic environment.
- Highly organized with strong attention to detail and efficiency.
- Exceptional written and verbal communication skills, with a proactive and solutions-oriented mindset.
- Skilled in problem-solving and navigating complex client challenges to deliver impactful resolutions.