Courser
Account Manager
Rader - Lafayette, LA - Lafayette, LA - Full Time
The Account Manager role is to build a strategic relationship with assigned clients, starting with client onboarding. The AM accomplishes this by being a regular client touchpoint and advocate responsible for proactively building decision-maker relationships with their respective clients. The focus is on the following goals:
- Retain Clients: Retain clients where the relationship continues to be mutually beneficial. This includes advocating for our clients to ensure their projects are delivered on time, and the AM works consistently to help clients achieve their goals.
- Manage Key Relationships: Through proactive outreach to the key decision makers, the AM is responsible for maintaining solid relationships and helping to resolve escalated issues or complaints.
- Help Clients Achieve Their Business Goals: As business changes, so will a client’s needs. The role of the Account Manager is to serve as the strategic advisor to keep a pulse on each of their client's businesses and recommend solutions that continue to help their company succeed.
- Serve as the Client’s Advocate: you are the go-between sometimes between the client and the technical teams. Building solid internal relationships and effective communication skills are essential to achieve the first three bullets consistently. The Account Manager is responsible for timely responses to quote requests and monitoring client orders.
- Proactively manage client relationships for sales, services, projects, and opportunities now and in the future. This individual has secondary responsibilities in the accuracy of ordering and receiving, quoting, and monitoring client satisfaction.
- Serve as the client’s point person for assigned accounts by working jointly with the Outside Sales rep on new client hand-offs and managing service project requests.
- Proactively work to develop strong relationships with the key client decision-makers.
- Gather client feedback and provide it to internal departments to enhance the quality of service as well as recommendations to add products or services.
- Ensure clients’ needs and requests are satisfied on a timely basis.
- Prepare for client discussions by understanding a client’s business, key decision makers, and current product or solution gaps before conducting unique touches or a formal business review.
- Conduct business review sequences based on defined account segments to evaluate clients’ business needs. The AM should translate those needs into solutions supporting the client’s business goals and objectives.
- Oversee the development of project and product quotes, pricing, and availability by working with internal teams to provide complete information to provide the client with an accurate and timely estimate or quote.
- Promptly respond to calls and emails from clients, including answering questions problem-solving, and quarterbacking issues resolution or escalation with proper company resources.
- Inform management of client retention risk through the CODE RED program. This includes developing a client cure plan in conjunction with the services team.
- Accurate and timely submission of internal reports and required paperwork to management as directed.
- When appropriate, as you identify “raving fans,” work to get referrals through the referral program and identify TCP case studies for our marketing team.
- Attending weekly meetings and training as defined by the manager.
