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Senior Account Manager

2 months ago

Los Angeles, California, United States TeleSign Full time
About the Role

We are seeking a highly skilled and experienced Strategic Enterprise Client Manager to join our team at Telesign. As a key member of our customer success team, you will be responsible for delivering exceptional service to our strategic clients, driving satisfaction, retention, and growth through building strong relationships with key stakeholders.

Key Responsibilities:
  • Client Relationship Management: Build and maintain strong relationships with key enterprise stakeholders, driving strategic initiatives and ensuring high customer satisfaction.
  • Issue Escalation and Resolution: Act as an escalation point for customer issues, project managing requests and unblocking troubleshooting tickets.
  • Business Review and Planning: Lead strategic monthly and quarterly business reviews, collaborating with cross-functional teams to create a seamless customer experience.
  • Customer Success Metrics and Analysis: Monitor and analyze customer usage and success metrics, ensuring continued adoption and engagement.
  • Account Growth and Expansion: Maintain a strategic account plan, growing yearly revenue and profit while identifying opportunities for account expansion, upsell, and cross-sell.
  • Internal Advocacy: Advocate for the customer internally, building a feedback loop for product needs and improvements.
Essential Requirements:
  • Experience: 5+ years of strategic enterprise client service and account management experience in a similar B2B environment, with a preference for telecommunications and digital identity backgrounds.
  • Skills: Exceptional interpersonal and communication skills, customer-centric, self-motivated, and results-oriented, with the ability to develop actionable insights based on prioritization.
  • Technical Skills: Experience in Excel, Salesforce, Jira/Zendesk, Kibana, and SQL is a plus.
  • Education: Bachelor's Degree or equivalent customer success experience.