Overview

Summary

You will ultimately be responsible for engaging with customers post-sales, driving user adoption and satisfaction and ensuring high retention. Overview: In this full-time role you will work with new and existing business and enterprise customers to ensure that they are supremely successful with and happy with Firmex. It is your responsibility to effectively onboard these accounts onto our services, spur usage in the early stages and ongoing, and build high customer satisfaction. You will work with your accounts proactively to drive adoption, as well as act as the voice of your customers internally at Firmex. Creative, energetic and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies stay and grow with Firmex. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and then communicating that product to the users. If you love working with customers and have thrived in a role like this before, then we want to talk to you.

Core Duties

• Manage all post-sales activity for Firmex’s top customers through strong relationship-building, product knowledge, planning and execution

• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs

• Ensure that a plan is in place with each customer for deployment, change management and adoption programs

• Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews
• Track accounts to identify churn risk and work proactively to eliminate that risk
• Partner with Client Services and Marketing to develop a plan for making Firmex a part of each customer’s core architecture
• Work closely with Product Management and Engineering on identification and tracking of enhancement requests and bugs

• Function as the voice of the customer and provide internal feedback on how Firmex can better serve our customers

Required Skills and Attributes
Skills and Experience

• 1-2 years of B2B account management experience as an individual contributor in a team environment

• Successful track record of growing and retaining a named list of accounts

• Proven ability to communicate with VP and C-Level clients

• Ability to contribute individually and work within a strong team culture

• Experience with CRM solutions, GoToMeeting and other relevant sales technology
• Excellent writing, presentation, and demonstration skills

Attributes

• High achievement orientation
• Strong customer focus
• Strong initiative – self-directed
• Highly diplomatic and respectful
• Collaborative – works well with other areas of the organization
• Problem resolution skills
• Creative thinker
• Effective communicator

Required experience:

• Account Management : 1 year