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Account Manager

2 months ago

Provo, United States ArbiterSports Full time
Summary: The Account Manager guides current clients as they add, manage, and expand ArbiterSports products within their portfolio. An Account Manager strives to make communications quick and easy through consistent outreach, leading to a long-term business partnership with our customers. Additionally, an Account Manager is the liaison and advocate for clients internally and ensure they continue to partner with ArbiterSports in future years. This role will be a quota carrying role and require the ability to guide the customer through the buying journey.

Essential Job Functions:
  • Proactive daily outreach to set meetings with current customers regarding expansion of their current offerings, annual business reviews, and renewals of existing contracts. Expected volume is 20 proactive calls per day, resulting in 3-4 scheduled meetings.
  • Respond to client escalations in a way that inspires confidence and customer loyalty.
  • Upsell existing accounts and actively manage each assigned account to ensure the overall revenue base is expanded.
  • Evaluate status of new client activations and progress and propose solutions to different use-cases.
  • Ensure customers are updated on and optimizing their use of ArbiterSports products.
  • Develop and maintain product expertise across the ArbiterSports product line.
  • Develop, enhance, and maintain strong, long-lasting customer relationships through quality service and communication. Efficiently handle daily emails and calls from clients.
  • Forecast and track key metrics for each assigned account.
  • Report details of bugs and feature enhancements to the Product Management team.
  • Assist with high priority requests and issue escalations.
  • Track test dates, registration dates, and other key events of each client, while proactively reaching out to them to assist with these events.
  • Ensure regular contact is made with each client, and then track these communications.
  • Review all development release notes, and then contact clients when deployed improvements affect that client.
Additional Job Functions:
  • Assist new Account Managers during onboarding
  • Effectively manage the territories CRM and accurately forecast
  • Champion the timely and successful delivery of solutions according to client needs and objectives.
  • Identify and record common customer challenges and needs not currently met in the software, and then work with the Product Management Team to address and prioritize the release of these enhancements.
  • Coordinate projects with the Implementation and Customer Success Teams to prioritize and complete assigned tasks.
Qualifications:
  • Self-motivated, proactive, and detail-oriented, with the ability to complete projects with minimal supervision.
  • Ability to work in a fast-paced environment and work on multiple projects simultaneously.
  • Ability to communicate clearly and timely with customers.
  • Ability to maintain each client's revenue base and assist Sales in the upsell of additional products and services.
  • Excellent listening, reasoning, presentation, verbal, and written communications skills.