The Role

As a Key Account Manager, you will handle the relationships between our company and its' most important clients. You will utilize company resources to develop and implement strategic solutions to achieve key clients’ long-term goals.

The Key Account Manager will: 

• Develop a solid and trusting relationship with our top-tier clients. 

• Develop a complete understanding of key account needs by using the Strategy Form and completing it within 3 months.

• Anticipating key account changes and improvements. 

• Working with sales, marketing, accounting, and other departments to ensure the highest quality of service. 

• Collaborating with sales to maximize profit by up-selling or cross-selling. Required to have at least a $250 expansion of revenue a quarter such as Live Chat, additional lines, fully outsourced.

• Planning and presenting reports on account progress, and goals. 

• Will be technically savvy with a strong drive for results.

• Able to analyze data and develop solutions to minimize churn and improve client experience. 

• Minimize customer churn. 

• Responsible for the oversight of all ongoing tickets for your specified client. Tickets are not to exceed 2 business days if there is a requirement for longer times, expectations should be set. 

• Assist in projects and perform other job-related duties as assigned by management. 

• Responsible for all termination requests and working with the client to retain them. You will retain a minimum of 20% of all termination requests. 

• Mediate between clients and the organization.

The Person

• 5 - 6 years of experience in customer service or a customer success position. 

• Experience working with brand image and promoting value through customer experience. 

• Exceptional ability to communicate and foster positive business relationships. 

• Technical skills are required, as they relate to the use of the product to service to be solid. 

• Accountability and personal organization are essential. 

• Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot. 

Working in the spirit of Moneypenny Trustmarks!

Our incredible business was built on five founding principles echoed by the Trustmarks we live by today. Collectively, they set the standard for how we want to be for our clients, our client's customers and each other, every day:

• For our clients, we are Loyal and True. Businesses trust us as a supplier because they know we put trust at the heart of everything we do. You have the freedom to build great relationships with everyone around you; be approachable, reliable, hardworking - and always go the extra mile.
• For our clients’ customers, we are Simply Brilliant. We believe that what we do really does help businesses work better and improve their customers’ experiences. Be the best possible version of yourself every day; friendly, positive, and quick-thinking to achieve the best possible outcomes.
• For our reputation, we are Doing what’s right. You’d never take a risk with your best friend’s front door keys - and this is exactly how we feel about one another. Be brave and always act with integrity; do your very best, but also be respected for demonstrating honesty and never overpromising.
• For our team, we are Together, incredible. As a team, we approach every situation with energy, confidence, and a positive spirit. Be a team player with empathy; collectively celebrating the highs, but also know when to pull together and support one another in the face of challenges
• For our industry, we are Superpowering the future. Technology is allowing us to deliver evermore seamless products and services. Be inquisitive, willing to learn and adapt; know our sector well enough so we’re able to offer reliable and cutting-edge solutions businesses won’t find elsewhere.