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The role of the Account Manager is to build and strengthen relationships with our valued members. Maintain post-sale contact with existing clients in order to facilitate a positive and productive long-term relationship. Upsell members to new products/services and responsible for monthly quota of new sales to members. Renewing the member contracts and reducing churn. Qualify opportunities for add-on sales and upsells. Requires high sales & customer service skills set. Conducts tasks and assignments as directed. Works with moderate supervision with some latitude for independent judgment.

Expectations

  • Meet and exceed monthly renewal goals
  • Become a trusted advisor for Sesame
  • Position the Sesame value proposition
  • Manage member contract renewals and reduce churn
  • Learn about competition & similar services
  • Collaborate with member services and other departments on issues and opportunities
  • Escalate member issues when appropriate
  • Collaborate with Territory Managers on references and referrals
  • Document all activities in corporate CRM system
  • Answer, resolve and document inbound calls and emails from current members with a focus on delivering exceptional customer service every time
  • Resolve and follow up on all customer issues relating to our core SAAS products
  • Log customer calls, emails and issues into SalesForce
  • Demonstrate a strong work ethic, by stellar attendance, being organized, having a willingness to go the extra mile and asking what else you can do
  • Demonstrated ability to communicate technical information to non-technical audiences
  • Other duties as assigned such as increase Transfirst revenue with members

Qualifications

  • 4 year college degree or equivalent work experience
  • Minimum of 2 years’ experience in a technical support and customer service capacity
  • Minimum of 2 years’ experience in SaaS sales
  • Effective communication in both one-to-one and group situations based on demonstrated oral, written, telephone and presentation skills
  • Strong problem resolution, decision-making skills and multi-tasking capabilities
  • Prioritizes and organizes own work to deliver on agreed deadlines
  • Engage professionally at all levels with demanding external and internal customers
  • Intermediate to advanced computer and networking skills
  • Any technical training experience is a plus
  • Knowledge of web design process and domains and hosting a big plus
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