Responds to service and product related questions.
Handles issues and escalations from Client Account Administrator.
o Issues related to overall account and products & services
o Coordinate internal staff to develop appropriate resolutions
o Escalates to Strategic Account Manager when needed
Identifies/escalates upsell opportunities to Strategic Account Manager
Participate in formal account reviews.
Administers product training in conjunction with the product management team (when
Identifies product development opportunities.
Maintain Salesforce ensuring that it is up-to-date and accurately reflects the current state of the
customer, adhering to company standards and implementing new standards as required.
solutions and innovations and that the customer has the right solution to maximize their business
Connect with customers during times of change (on either side) and look for opportunities to grow
or maintain the business.
Prepare a strategic account plan for each account, identifying opportunities to strengthen, grow or
lengthen the relationship.
Be an internal advocate for all customers; highlight any internal problems; Identify opportunities to
enhance our product set or service; highlight industry trends or themes that may give up a
commercial advantage; Flag any signs of risk across the account.
Identify customers with exposure to risk within their current offering and seek and appropriate
Plan for and execute upgrades, renewals and RFPs drawing in the appropriate teams as needed.
Experience of managing, prioritizing and shaping the expectations of a complex set of internal and
external stakeholders competing for time and resources.
Experience of successfully delivering customer satisfaction, retention and expansion using metrics,
analytics and use cases.
Experience of working with peers in a matrixed organization with technical teams using leading-edge
technologies and working within tight deadlines.
Experience of interacting with customers, at both project management and executive-level, to
identify organizational and stakeholder objectives and translating them into business requirements.
Ability to communicate clearly and professionally, both in written and verbal communications, in a
fast-paced business environment.
Well-rounded skills with business and productivity software tools, such as Word processing,
spreadsheet, PowerPoint, and CRM tools.
Strong conceptual and problem-solving abilities. Strong stakeholder management and negotiation
10+ years in similar environment
A BE/BTech or some equivalent academic stance from premium colleges.