ClearView is a thriving SaaS company that builds industry-leading performance management software for contact centers.
The Enterprise Account Manager will manage accounts large enough to be deemed as strategic by the Clearview executive team. The EAM will provide support for approximately 8-10 customers (maximum), initially starting small to determine exact workload amounts. They will work with the TAM but are assigned to specific customers, not TAMs. This will require meeting with customers more frequently to ensure they have a high level of support for our tool and to be proactive in identifying customer needs and providing support. Weekly calls will be held with each Enterprise account to review areas of the tool, understand the nature of their business and provide value and direction toward their business by helping customers achieve and maintain maximum utilization of the Clearview tool. This person will help drive initiatives and ensure projects are being managed and completed.
Education:
Minimum of High School Diploma or equivalent.
Must be located in EST Time Zone
Required Competencies:
1. Ethical Practices
2. Business Acumen
3. Relationship Management
4. Critical Evaluation
5. Communication
6. Agility
7. Learning Orientation
8. Customer Service Skills
9. Proactive thinking
10. Time Management
ESSENTIAL FUNCTIONS AND MAJOR DUTIES
Job Description Enterprise Account Management
1. Provide direct support to Enterprise customer by ensuring all assigned accounts are efficiently using our product by working with the TAM and customer to ensure high adoption and utilization, as well as make recommendations to enhance the product.
2. Establish and maintain weekly meetings to gain understanding of the business needs, add value, and provide support of Performance Management.
3. Applies advanced knowledge and understanding of our product. This includes training our Enterprise customer and TAMs and sharing best practices to target customer needs.
4. Directly manage tickets and projects for each account providing timely resolution and/or escalation of customer issues. When applicable, actively troubleshoot tickets for clients from start to finish and effectively communicates with the client throughout the entirety of the process.
5. Builds and maintains a knowledge base of the product to that you are equipped to address each customer’s specific business needs, identify enhancements that need to be made, and customize it so all of their data works and shows accurately.
6. Identify and engages in upsell opportunities as applicable for each client to add value to the business needs.
7. Maintain high level of awareness and proactive customer engagement to reduce business churn.
8. Manage all projects for these Enterprise accounts. Works as a team with other departments to identify best practices and creatively collaborate on new processes.
9. A major goal of this positions is to facilitate a proactive support process, rather than being reactive.
10. Other duties as assigned.
Job Type: Full-time
Salary: $55,000.00 – $60,000.00 per year
Benefits:
Schedule:
Work Location: Remote
Job Types: Full-time, Contract
Pay: $55,000.00 – $60,000.00 per year
Benefits:
Schedule:
Work Location: Remote
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