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Senior Customer Account Manager - Customer Experience Software

Senior Customer Account Manager - Customer Experience Software - Speech technologies, chat/voice agent operations

A successful Customer Experience Software company specialising in software designed to enable companies to utilise customer intent to maximise sales and customer engagement are seeking a commercially focused professional with energy, passion, an analytical mind, and initiative to join an International Sales team enabling transformation in the area of customer experience.



Reporting to the Customer Account Director, the role will be client facing and responsible for maximising customer accounts and their use of available products as well all aspects of Customer Success across leading customers.

The role requires excellent sales and customer management experience as well as an understanding of project management disciplines to effectively liaise across divisions ensuring that customer expectations are exceeded in both delivery and results.

Ability to travel is essential as this role requires a minimum 30% travel (US and India) for on-site client meetings and internal relationship building.

Main Responsibilities

Account Management:

Establish a Strategic Account Management plan and maintain it on a monthly basis.
Establish and maintain appropriate client relationships to ensure partner strategy is implemented.
Obtain a deep understanding of each programs business objectives and initiatives and establish how these align to product offerings.
Build and implement annual financial forecasts for each individual program, as well as identifying and scoping cross-sell/up-sell opportunities.
Work closely with cross-functional teams to identify and package compelling opportunities for business growth within a client organisation.
Performing weekly, monthly and quarterly reviews of account performance ensuring each account is kept on track by implementing mitigation plans to address any issues.
Understanding of company capabilities and service, and effectively incorporates these in all new initiative offerings.


Reports to the Customer Account Director UK, providing regular input on all account activity, including status and call reports on a weekly basis.



Skills

Extensive Account Management work experience including managing client relationships, consulting, program management, or business development and experience leading customer-facing complex engagements as a consultant or account manager.
Ability to prioritise multiple competing priorities in a fast-paced environment
Ability to adapt to new development environments and changing business requirements
Strong organisational skills and proven ability to manage and lead large-scale, complex projects to completion
Strong knowledge of digital engagement trends and advances in customer engagement technologies (both online and voice)
Ability to convey technical information and business impact to non-technical customers
Ability to interact with and to develop relationships with a diverse group of client personnel ranging from senior executives to middle managers to individual contributors
Strong analytical skills with an attention to detail.
Excellent written and verbal communication skills.
Exceptional team player with strong leadership skills.
Exceptional Customer Service skills.

Technical Requirements:

Experience in executing data intensive, analytics centered engagements
Experience in web technologies, speech technologies or chat/voice agent operations.
Solid skills in using MS Excel and PowerPoint.

If you meet the above requirements please send a CV for immediate consideration.