Account Manager

Posted about 22 hours agoViewed

📍 Location: Philippines, Central Standard Time

🔍 Industry: IT, managed services

🏢 Company: Treantly

🗣️ Languages: English

🪄 Skills: Project ManagementJiraCommunication SkillsMicrosoft ExcelCustomer serviceMicrosoft OfficeRESTful APIsNegotiationPresentation skillsMicrosoft Office SuiteProblem-solving skillsAccount ManagementTroubleshootingClient relationship managementData entrySales experienceTechnical supportCRMCustomer SuccessSaaS

Requirements:

Associate degree (or equivalent education and or relevant work experience) in business administration, IT, Sales, Marketing, or a related field preferred.
Proven experience in account management, sales, or customer service, preferably in the IT or managed services industry.
Strong ability to communicate, present, and influence effectively at all levels, including executive and C-level.
Demonstrated skill in managing client-focused solutions based on customer needs.
Ability to manage multiple account management projects at a time while maintaining sharp attention to detail.
Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships.
Results-driven mindset, with a focus on achieving customer satisfaction, meeting project requirements, and driving successful outcomes.
Excellent listening, negotiation, and presentation skills.
Proficiency in CRM software and Microsoft Office Suite.
Ability to multitask and prioritize in a fast-paced environment.
Problem-solving mindset with a focus on delivering exceptional customer service.

Responsibilities:

Develop and maintain strong, long-lasting customer relationships, acting as the primary point of contact for guiding clients through our organization's structure and ensuring their inquiries are addressed by the appropriate team members.
Conduct regular check-ins with clients to understand their needs, address concerns, and ensure satisfaction with services.
Proactively identify opportunities to upsell or cross-sell services that align with client needs.
Act as a liaison between clients and internal teams (e.g., technical support, project management) to ensure timely and effective resolution of issues.
Deliver outstanding customer service by promptly addressing client inquiries and concerns, ensuring clients are fully supported throughout their interactions with our company.
Redirect technical questions and solution-oriented discussions to the appropriate technical expert, primarily the vCIO and support teams, to ensure clients receive the best possible advice and support.
The account manager provides client portal training along with maintaining client portal information for accuracy.
Manage the creation of quotes and proposals for routine hardware and software purchases.
Support the creation of more advanced proposals by organizing meetings between clients and the vCIO or professional services team and following up on proposals once they are delivered.
Responsible for order placement, order tracking, and coordination with the finance team for invoicing sales orders.
Update records in agreements as needed for reconciliation and accurate billing.
Coordinate hardware, software and pro services service tickets and projects with respective teams and ensuring on time delivery/completion.
Keep clients informed about updates, general service options, and organizational news that may impact their service experience.
Facilitate the organization of meetings and discussions between clients and the vCIO or other technical team members for more in-depth explorations of potential solutions or strategies, enhancing client engagement without directly offering technical recommendations.
Diligently maintain up-to-date records of client interactions, services discussions, and specific client requests, including keeping the customer and customer employee lists current.
Ensure all documentation related to quotes, orders, and billing is accurately recorded and easily accessible.
Monitor account health and identify at-risk clients, taking proactive steps to address concerns and improve retention.
Develop and execute account growth strategies to expand services within existing accounts.
Track and report on key account metrics, such as revenue growth, client satisfaction, and service utilization.
Conduct QBR to maintain relationships and address issues.
Be available during the normal business hours for client communications and interactions.
Participate in culture building and team building activities.
Perform other duties as assigned.

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