Client Account Manager

Job Description

Job Description

Who we are
COURSER is a partnership platform that helps technology service companies identify and take the next step in growth. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future.

Client Account Manager

We are looking for a knowledgeable and customer-focused Client Account Manager to join our team. The Client Account Manager will serve as the primary point of contact for key clients, helping them optimize product use, and achieve their goals. This role combines technical expertise, customer support, and account management to build strong relationships and drive customer satisfaction and retention and grow wallet share.

Key Responsibilities:

• 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.
• Identify client white space and opportunities to support our clients through expansion of products and services to achieve their business goals and achieve sales targets.
• 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.

Key Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
• 3+ years of experience in account management, customer success, sales, or a related field.
• Must have the desire to succeed and have a competitive, can-do spirit.
• Exemplary high standards of client service, honesty, integrity, and endeavor. 
• Ability to use initiative in identifying, addressing, and resolving day-to-day issues and challenges. 
• Ability to communicate with peers and management clearly and promptly.
• Ability to work in a broadly defined team, leveraging resources from across the company, including Services, Sales, Engineering, and Client Support. 
• two years of experience in a client relation, account management, or client success role preferred.
• Experience in selling or supporting technology to clients in a business environment preferred.
• The innate ability to look beyond what’s on the surface of any client issue and articulate that need or problem to management and other support teams.
• Proven ability in effectively managing client relationships and being a team player. 
• Able to quickly develop an understanding of financial solutions and knowledge to effectively communicate appropriate strategies and solutions to current clients to help them solve business issues.
• Acquire a baseline knowledge of the product catalog not as a technical expert but to assist a customer with their technology roadmap as you will be answering questions and consulting clients.

What we do for you
At COURSER we prioritize our employees’ personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together.

Benefit Highlights

• Competitive benefits package, including medical, dental, vision, and life insurance 

• 401k match
• Flexible PTO 
• 10 Holidays including your Birthday and a Floating Holiday!
• Gym reimbursement
• Amazon Prime reimbursement 
• 40 Hours for Volunteer Time
• Paid Maternity and Paternity leave
• Paid certifications 
• Learning and development programs

Courser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws.

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