Account Manager

2 weeks ago

Fort Myers, United States Verity IT Full time

To be successful as an Account Manager at Verity IT, you need to be motivated to want to help our clients achieve success through our IT support and solutions. The ideal candidate loves talking with people and discussing transformational technology that can optimize the way that our clients leverage their data and embrace technology enablement. They will drive enterprise program management within their accounts with a focus on the acceleration of cloud adoption and IT platform modernization. RESPONSIBILITIES Design and execute account growth plans for assigned customers. Grow client revenue by identifying client needs and then expanding our offerings within client. Schedule, orchestrate and lead client interactions (e.g. meetings, workshops, business reviews) throughout the account management engagement process. Review assigned clients tickets weekly looking for any opportunities and/or issues coordinating the necessary internal team members to perform root cause analysis. Must be proactive as it is crucial to get out ahead of issues. Manage agreement renewal process for client base, securing client renewal and price increase by analyzing (but not limited to) the following: profit/loss, actual vs. target margin, ticket volumes and resource consumption. Active participant in client onboarding process ensuring all internal team members are completing task assignments within expected time frame, and directly communicating weekly with new clients on their onboarding progress status. Proactively engage and collaborate with necessary internal team members to ensure the highest level of satisfaction with our clients, to effectively manage the client relationship, identify opportunities and gaps/risks within client environment. Proficient technical knowledge level, with the ability to translate technical language to non-technical language, around Verity IT products, services, systems and processes; maintaining awareness on emerging products and services within the industry. Identify clients who are at risk and develop retention strategies, notifying Verity IT management of risk and plan to mitigate risk. Share relevant client feedback that can help Verity IT improve our support and processes, documenting interactions within designated systems. Build and develop relationships with contacts at all levels within client organization, at a minimum: executive level, day-to-day and payables contact. Log all activities, notes and communications into HubSpot or other designated systems. Other duties as assigned. REQUIREMENTS Client Service/People Oriented. Understands human nature, manages difficult or emotional situations, responsive to client needs, honors commitments, motivated to build relationships, projects a positive attitude. Communication Superstar. Engages others, appropriately sets expectations, actively listens to and assesses requests, seeks information not freely provided, shares updates clearly and concisely, organizes details and moves information effectively, ability to translate technical language to non-technical language. Perseverance. Serves clients with energy and drive, sees all actions to closure – especially in the face of resistance or setbacks, assertive without being aggressive, desires results. High Adaptability. Coaches, assists, and motivates others to advance common goals in a highly dynamic environment, multi-tasks with ease and knows when to single task for best results, prioritizes well. High Dependability. Effectively executes multiple priorities simultaneously, strong time-management skills, demonstrates leadership through team-orientation. Conflict/Resolution Management. Effectively manages conflict situations, can handle the pressure of escalated situations and bring them to resolution, can keep calm in tense situations. Multi-tasking. Can handle multiple situations from multiple clients at any given time, is well organized and can follow through on multiple items without conflating clients or issues. EXPERIENCE 2-5 years of experience Strong communication, interpersonal and customer service skills Knowledge of MSPs or ConnectWise a strong plus Experience working in a cross-functional team Good critical thinking and problem-solving skills Familiarity with ConnectWise Manage and HubSpot a plus WHO WE ARE Founded in 2014, Verity IT is a Managed Service Provider (MSP) focused on providing cutting edge technology and cyber security solutions to companies in the markets we operate in today. Our origins began in Chicago, IL, but we have since expanded to other markets to support our clients and ensure we can find the best talent to support the growing needs of our clients. We believe strongly in developing that focus on not only IT solutions, but cyber security solutions that address the needs and requirements of our clients. In order to build, maintain, and optimize these types of solutions, we need high-performing, highly collaborative teammates who are excited to join in this journey with us. People choose to join Verity because of our family-oriented culture, our growth, our professional development program and many more reasons. Hopefully you get to learn more about them. If this sounds like a place you could envision yourself working, let's connect and discover if we have the foundation to build something great together. WHAT YOU GET IN RETURN As an employee at Verity IT, you will have a direct impact on our operations, our clients, and your fellow team members. Because of that impact, you get our respect and gratitude for the role you play in making Verity the best it can be. We consider mentoring and participating in the continual learning of others to be absolutely essential for both you and your co-workers. To reflect our commitment to our employees, we offer a very generous PTO program, 401k matching, employee outings (virtual and in person), reimbursement for approved seminars, conferences, and certifications, and medical, dental, life, and vision insurance….and that's just the start.

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