Account Manager

Client Services Morrisville, North Carolina Remote - East


Description

Account Manager

Since 2003, small and medium sized businesses worldwide have achieved significant results by turning to iContact’s best-in-class email marketing solutions and knowledgeable team members. With scalable tools to serve the needs of high-volume senders, professional marketers, and even businesses new to email, iContact’s easy-to-use technology ensures that every customer has what they need to succeed. 

iContact is looking to hire an Account Manager responsible for managing the relationship and renewal of our largest customers. This role will focus on engaging clients proactively on strategies for feature utilization, identifying opportunities for upsell, securing net new term agreements and maintaining the renewal of current terms. We need people who are passionate about building relationships with their clients, committed to delivering results in a fast-paced environment, and dedicated to helping their clients grow. The Account Manager is responsible for managing a book of clients, to include the renewal, and providing email marketing strategy that is focused on feature adoption to help clients meet, and exceed, their goals. We are looking for team players that have a passion for educating on best practices and improving their clients’ plan for success while continuing to expand their Marketing, specifically email and social, industry knowledge.

 

Responsibilities

  • Cultivate a positive working relationship with assigned accounts
  • Assist clients with general onboarding, email marketing best practices and application training
  • Responsible for having a deep understanding of clients’ business models, their overall goals and their needs as they relate to email marketing and social media
  • Act as a consultant with clients to ensure a well-thought out and high functioning email marketing program that delivers a solid ROI to the client and iContact
  • Ensure clients’ messages are optimized to achieve the highest open and click rates possible, and maintain low spam complaint rates
  • Assist clients in interpreting the results of their campaigns and make appropriate adjustments
  • Proactively engage clients around new feature releases and opportunities to adopt current features while providing feature support and identifying opportunities for upsell
  • Conduct account reviews to demonstrate client growth and opportunities for feature utilization for each client that is $700+ at least once per year
  • Accountable for resolving client issues, proposing solutions and escalating to the appropriate person to the point of resolution
  • Utilize reporting to proactively identify and engage clients, deliver value, and reduce churn
  • Engage clients and build relationship with creative outreach including video calls, recorded videos, ChurnZero notifications, email, etc.
  • Able to identify growth opportunities and act on them 
  • Owns issues to resolution and properly communicates updates to the teams
  • Work collaboratively with other departments to ensure 100% client satisfaction
  • Accountable for identifying client issues, proposing solutions and escalating to the appropriate person to the point of resolution
  • Securing at least 3 net new term agreements per quarter
  • Renew a minimum of 90% of current term agreements per quarter
  • Conduct Daily Reviews at least once per quarter to help the team to better engage clients to deliver value 
  • Document and share client successes to better the knowledge base of the team as a whole (chatter, confluence, Daily Review, Pod Meeting, email to account manager)
  • Work collaboratively with other departments to ensure 100% client satisfaction
  • Manage a book of clients and renew the revenue monthly
  • Limited travel (less than 10%)

Requirements:

  • 1-2 years in the fields of Account Management, Customer Success, or Sales in software or other solutions-based offerings (preferably SaaS)
  • Subscription renewal/revenue/retention experience
  • Excellent Communication Skills; building quick rapport over phone, email and presentation
  • Email marketing/online marketing/social media/channel experience a plus
  • Data analysis, time management, resourcefulness, flexibility, and follow up skills are a must
  • Fluent Spanish speaker a plus
  • BS or BA degree required
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