Account Manager, Client Services (Remote) Job Listing at Intertek in United States of America (Job ID 11112)

Description

Account Manager - Remote

Wisetail is actively seeking a an Account Manager to remotely join our Client Experience Team.  The ideal Account Manager candidate will drive client retention and account growth for our clients by creating strategic relationships and ensuring that post-implementation clients are empowered to achieve their organization objectives using Wisetail LMS solutions. They will bring a friendly, knowledgeable face to the relationship with the client, owning the client's overall experience with Wisetail, and maximizing the value of Wisetail's products and services with each client interaction.

Intertek Wisetail provides a custom branded training and communication platform built to engage today's workforce with a complete learning management system, giving customers the tools to grow their passionate workforce. Intertek is continually innovating and evolving to reduce risk for consumers, brands and organizations in every sector and industry around the world. We go beyond Testing, Inspection and Certification of products: we are a Total Quality Assurance Provider to industries worldwide. Our Purpose: Bringing quality, safety, and sustainability to life.

Learn more @ www.wisetail.com!
 

The role:

The Account Manager (AM) is responsible for understanding each client's corporate ecosystem to know what role Wisetail plays within the company and to make a direct connection between the client's strategic goals and how the LMS is implemented.  As an extension of the client's team, the Account Manager understands the client's goals and, as a trusted consultant, provides best practices and recommended solutions to the challenges they face. This person will build strong relationships, believe that all problems can be solved, and find the ‘yes' for clients while setting clear expectations and acting in the best interest of Wisetail.

The Account Manager understands both the client's organizational challenges and the opportunities to have Wisetail be fully integrated within their business process and organizational culture. They will make their clients better at their jobs and, in turn, help them make their workplace a great place to work. The Account Manager is proactive and able to improve a client relationship's health.  Additionally, the Account Manager is responsible for protecting the associated revenue for their client portfolio and growing that revenue base by expanding accounts into new services and product offerings.

Responsibilities:

• Manage client engagements and create close partnerships with a portfolio of post-implementation clients.
• Set strategic direction in the Client's use of Wisetail to address business challenges via a prescriptive approach to Wisetail configuration best practices.
• Make recommendations for system configuration, content strategy, integrations, and product offerings based on the client's use case.
• Understand, actively monitor, and communicate overall client health based on established metrics. Create strategic account plans to improve the health of at-risk clients.
• Identify key stakeholders and create relationships and understand how success is measured.
• Prepare executive business reviews to focus on client organizational objectives and to align on how best to support their goals.
• Successfully manage client relationships at executive levels.
• Expand assigned portfolio revenue by identifying and executing opportunities for growth with current clients.
• Own contract renewals and negotiations with all clients in the assigned portfolio.
• Accurately forecast upsell and renewal business.
• Master Wisetail product features and integrations to be a trusted partner for use-case and product functionality.
• Maintain a complete client profile in Wisetail's CRM. This includes recording call sentiment, meeting notes, account plans, and more.
• Spread awareness throughout the company of best practices and clients with great use cases.
• Responsible for developing unique and creative engagement strategies to re-engage at-risk clients across Wisetail's client portfolio.
• Contribute to building client facing education materials including product guides, best practice articles, and client communications.
• Partner cross-functionally with Product, Marketing, and Implementation to drive increased client engagement and adoption across Wisetail's client portfolio.

Required Qualifications:

• Bachelor's Degree with a minimum of 1-2 years in a client-facing role.
• Passion for hospitality and a never-ending hunger to learn more about technology, user experience, training, and L&D.
• Proven ability to take initiative, research, and solve problems.
• Exceptional customer service, interpersonal and communication skills over video, in email, and in person.
• An empathetic and analytical mindset, skilled at understanding and advocating for multiple stakeholders and interests.
• Comfortable working under pressure in and adapting to an ever-changing environment.
• Talented at managing multiple projects from start to finish; prioritizing competing needs, setting appropriate expectations, and delivering on deadlines.
• Excitement to work in an open and collaborative environment.
• Occasional travel is required.

Pluses:

• Experience in working in a technology/software environment.
• Account management experience.
• Familiarity with ticketing systems.
• Confidence in presenting to groups.

Benefits Information

In addition to competitive compensation packages, when working with Intertek you can expect benefits including medical, dental, vision, life, disability, 401(k) with company match, generous vacation / sick time (PTO), tuition reimbursement and more. 

Intertek: Total Quality. Assured.

Intertek is a world leader in the Quality Assurance market, with a proven, high-quality business model and a global network of customer-focused operations and highly engaged subject matter experts. With passion, pace, and precision we work to exceed our customers' expectations, while engaging with our employees to be 10X in their performance and professional growth.

Intertek is a drug-free workplace. As a condition of employment, certain positions may be required to pass a pre-employment drug test based on the type of work that will be performed.

We Value Diversity

Intertek's network of phenomenal people are our greatest assets, and the diversity they bring fuels our success. Intertek is an Equal Employment Opportunity Employer that values inclusion and diversity. We take affirmative action to ensure all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

For individuals with disabilities who would like to request accommodation, or who need assistance applying, please email hr.eeo@intertek.com or call 1-877-694-8543 (option #5) to speak with a member of the HR Department.

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