Solarwinds Inc. Account Manager in Bucharest, Romania
As an Account Manager, your core objective is two-folded:
Build long-term relationships with our (assigned to you) client-base to maximize client satisfaction and minimize churn;
Maximize (long-term) business growth from our customers (increase CLV).
You will liaise between customer and internal teams to ensure the above through, (but not limited to) a smooth customer onboarding experience, client and license activation (understanding, usage, training), and general adequate response to the customer (changing) needs.
Ensure client satisfaction
Be the personal contact point and voice for your assigned accounts, knowing their ins and outs, and always being available for assistance. In this relationship you keep an eye on following the CS Procedure:
Onboarding experience of the client.
Correct and complete product understanding & usage (client activation).
You collect feedback about our solutions & check on any (support) issues that are or have been playing for the client.
Timely/ frequency of contact moments, as per the Channel Sales procedures in the company.
Making sure the customers understand and use the license accordingly
Through the above, you aim to minimize churn. However, when a customer decides to part ways of SpamExperts or wishes to downgrade its license, you will professionally:
Deal with downgrades according to CS procedure.
Provide CSAT cases to the customer success representative in case of customers with risk of cancellation
Increase the account value from your assigned clients
Besides your focus on retention and satisfaction, you will aim to grow your client accounts in terms of monetary value represented to the company. You will:
Meet assigned targets linked to account value growth (upsell/cross-sell) as well as churn.
Inform your clients about, and up/cross-sell services to assigned clients.
Actively monitor clients on license (over-)usage.
Potentially participate to specific industry event(s) to meet with key customers in person.
CRM Management & Reporting
You maintain the CRM by ensuring your accounts/ potentials are 100% accurately reflected and up to date. You are also able to regularly and clearly report on your customer portfolio.
Bachelor degree or higher
Proven sales talent
Around 3 years of sales/account management experience
Experience in the IT industry (Web Hosting | Telco | Channel) is a plus
Fluent in English
Second foreign language (French, Spanish or German) is a plus
Sharp & tech savvy person
Result and client oriented
Pro-active and independent worker
High intrinsic motivation
A full-time position (40 hours/week)
Attractive salary and regular performance-dependent salary increases, and sales commission
Private medical subscription
Modern office facilities located centrally
Lots of space for self-development, personal growth, and opportunities to contribute
Possibility to get involved in our Social Responsibility Program
A team of high performing and passionate colleagues.
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
Job ID 2018-10675
# Positions 1
Category (Candidate Search) Sales
Position Type Full-Time
Business Group SolarWinds MSP