Job Summary

As an Account Manager, you will be responsible for building and maintaining relationships with our company's existing clients. Your primary goal will be to ensure client satisfaction, drive customer retention, and identify opportunities for upselling and cross-selling. You will serve as a trusted advisor to our clients, understanding their needs and aligning our products or services to help them achieve their business goals.

Responsibilities

• Building relationships: Developing and maintaining strong relationships with existing clients/customers to understand their needs, goals, and challenges.
• Identifying upsell opportunities: Analyzing client accounts to identify opportunities for upselling additional products, services, or upgrades that align with their needs and objectives.
• Presenting upsell proposals: Creating and presenting persuasive upsell proposals to clients, highlighting the value, benefits, and return on investment of the proposed upgrades.
• Cross-selling and upselling: Collaborating with various internal teams to identify cross-selling opportunities within the company's product or service portfolio and effectively communicate those opportunities to clients.
• Providing product knowledge: Demonstrating in-depth knowledge of the company's offerings, staying up to date with product updates or enhancements, and effectively communicating the value proposition to clients.
• Negotiating and closing deals: Engaging in negotiations with clients to reach mutually beneficial agreements on pricing, terms, and contract renewals for upsell opportunities.
• Monitoring client satisfaction: Proactively monitoring client satisfaction, addressing any concerns or issues promptly, and ensuring the successful implementation of upsold products or services.
• Reporting and analysis: Tracking and analyzing upsell performance metrics, such as revenue growth, client retention, and conversion rates, and providing regular reports and insights to management.
• Ensure customer retention, aid callers by conducting an account review and attentively listening to their concerns. Identify the underlying problem and take appropriate steps to address it. If unable to resolve the issue, escalate it to the sales representative and regional manager for further discussion.
• Reach out to our existing customer base and aid in discussing the upgrade to Enterprise, supporting the conversion specialist.
• Engage with our customers who have posted negative reviews on ALR to address their issues and concerns, thereby aiding our customers retention efforts.
• Other responsibilities as delegated.

Qualifications:

• Experience: Previous experience in account management, customer success, or a related field is often required. This demonstrates familiarity with customer relationship management and retention strategies.
• Communication Skills: Strong verbal and written communication skills are essential for effectively engaging with customers. You should be able to articulate the value of products or services and upsell additional features or offerings.
• Relationship Building: Building and maintaining strong relationships with clients is crucial. You should possess excellent interpersonal skills and be able to establish trust and rapport with customers.
• Sales Abilities: Upselling involves identifying opportunities to increase customer value through additional purchases or upgrades. Having sales acumen and the ability to recognize upsell opportunities is beneficial.
• Problem-Solving: Being able to understand customer concerns, identify underlying issues, and propose effective solutions is important for customer retention. You should be skilled in problem-solving and conflict resolution.
• Analytical Skills: Analyzing customer data, identifying trends, and spotting opportunities for upselling and retention strategies require strong analytical skills. Proficiency in using CRM systems or other relevant tools is often expected.
• Organization and Time Management: Managing multiple client accounts and balancing upselling and retention efforts require strong organizational and time management skills. You should be able to prioritize tasks and meet deadlines effectively.
• Customer Focus: Putting the customer's needs first and ensuring their satisfaction is key. A customer-centric mindset and a genuine desire to help customers succeed are important qualities.
• Team Collaboration: Collaborating with cross-functional teams, such as sales, marketing, and customer support, may be necessary to drive upsell and retention initiatives. The ability to work well in a team environment is valuable.
• Continuous Learning: Staying updated on industry trends, product knowledge, and customer success best practices is important for success in the role. A willingness to learn and adapt to changing market dynamics is highly desirable.

KPI’s

Customer Retention Rate Upsell/Cross-sell Revenue Customer Satisfaction or Net Promoter Score (ALR) Calls Per day

Goal’s

• A minimum of 20 calls per day to assigned territory although this may vary based on availability due to demos, and training and customer assistance.

• Account maintenance help clean up email addresses, physical addresses, POC etc
• 7 Upsell opportunities closed won.
• Submit 24 360 leads and have 12 closed per calendar year.

*Please note that these goals are subject to adjustment based on business needs and may be revised as necessary.

Physical Demands / Working Environment

• Must be comfortable working in a professional office setting.

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.