New York, NY 10019
We are seeking an Account Manager to join the Retention Team for PatronManager, a CRM system that combines box office ticketing, fundraising, marketing, and staff collaboration, built entirely on the cloud-based Salesforce platform. This role includes collaboration with members of the Education, Client Administration, Operations and Product Development teams with the objective of helping our clients achieve success with PatronManager. The Account Manager’s primary focus will be on relationship building and proactive support activities that promote overall customer satisfaction, product adoption, increased loyalty, retention and renewals.
With guidance from the Renewals and Retention Manager, the Account Manager will assess, prioritize and take action on communication with our clients each day with the goal of increased client engagement. This role requires autonomy and initiative, and would best suit a candidate who thrives in an independent work environment with some guidance. The Account Manager must be flexible and able to quickly shift priorities based on overall team goals.
Although this position is focused on client relationships, this role also involves various projects with the rest of the Retention team. These include but are not limited to: renewals, creating and maintaining client health metrics, involvement with the annual PatronManager Community Meeting, and helping manage all inbound retention questions.
The ideal candidate for this position is creative, personable and analytical. It requires writing, research, and troubleshooting skills, a strong work ethic, and the ability to effectively communicate with individuals at all seniority levels. Knowledge of PatronManager and Salesforce required. Project management experience is a plus.
In this role, you’ll...
Operate as lead point of contact for a specific segment of high-value accounts
Build trusted relationships with key stakeholders in the organizations to ensure proper levels of adoption, ensure renewals, and increase loyalty
Devise engagement plans that consider client’s business problems and show how PatronManager can help them achieve their goals
Drive escalation of client issues and project manage those issue through resolution
Renew our clients and manage renegotiation requests
Have a broad understanding of Account ROI Metrics
Ensure clients understand the contract terms and provide clear explanations of complex legalese
Create and negotiate contracts to maximize profits
Identify and mitigate at-risk accounts
Work with unhappy customers to solve their problems
Recommend sister-company solutions when appropriate
You will be successful in this role by...
Achieving annual renewal goals and meeting increased revenue targets
Delivering results, working under pressure and taking ownership of assigned tasks
Improving product adoption, happiness and reference status across client accounts
Salary based on experience and ability; compensation includes United Healthcare health insurance and a 401K plan.
We’re based in New York City, and our staff is 50/50 onsite and remote. For this role, you should be willing/able to be prepared to available during Eastern time hours, even if you’re in a different time zone.
If this sounds like a great fit for your skills and interests, write to us and tell us why! Your cover letter should make your case for why we should hire you to do this job (specifically!). Send your cover letter, resume, and any questions you have to Elise Rebmann (email@example.com) using the subject line “Team Retention: Account Manager”. Applications are due by November 17, 2017.
November 27, 2017 -