Note: The job is a remote job and is open to candidates in USA. Aventiv Technologies is seeking an Account Management Team Lead to oversee a team supporting designated product lines in the Northeastern territory. The role involves managing client relationships, ensuring customer satisfaction, and providing coaching and mentorship to team members while maintaining customer accounts.
Responsibilities
- Understand client needs and propose appropriate solutions
- Be responsible for Customer Retention for assigned accounts and ensure they are aware of and utilize enterprise products and services through regular account reviews
- Responsible for strengthening and maintaining client relationships through regular communication
- Work with AR accounts that are nearing or are past due to develop a payment plan and follow through
- Maintain a high level of customer satisfaction as measured by feedback on CSATs and Net Promoter Scores
- Facilitate training to customers as needed to include product refreshers, updates, and new installations, online or onsite as needed
- Ensure all new installations are progressing in accordance with customer expectations and timelines
- Understand and review account performance and ensure timely communication of any gap closure efforts
- Proactively manage and maintain accounts within the assigned territory
- Create and manage territory plans that deliver on all goals & objectives
- Ensure that accounts in the assigned territory are visited as required per the KPI’s
- Have an updated knowledge of territories changing grants, bills, or proposed changes that affect customer’s needs
- Work closely with Sales Team to establish regularly scheduled meetings, Touchpoints, Inventory Audits and all other program needs
- Build and manage strong relationships with decision-makers and key influencers within assigned territories
- Lead, coach, mentor, and motivate individuals to maintain a high level of customer satisfaction as measured by feedback on CSATs and Net Promoter Scores
- Ensure that CSM maintains customer visits as required per the KPIs
- Manage travel & expense to meet targets and leverage investment in the territory
- Implement initiatives designed to drive awareness and education/knowledge of our solutions & products
- Ensure all new installations are progressing in accordance with customer expectations and timelines
Skills
- High school diploma or GED
- Minimum 5 years of direct business to business sales to include:
- Minimum 3 years of quota carrying territory sales experience
- 18 months of directly related work experience focused on driving strategic sales initiatives, RFP development and response, business analytics and to resolve issues and contribute to overall enterprise success
- High proficiency in MS Office (Word, Excel, PowerPoint) with proven ability to distill complex topics to models and presentations to drive decision points
- Proven Account or Client Management experience
- Demonstrated ability to communicate, present, and influence credibly at all levels of the organization, including executive and C-level
- Ability to analyze data and reports that may range in complexity
- Ability to effective coach and lead others
- Ability to review, compile, and present data for court purposes
- Advanced Customer Service Skills
- Experience in delivering client-focused solutions based on customer needs and feedback
- High degree of problem-solving, conflict resolution, and negotiation skills
- Excellent oral written and presentation skills
- Strong data/information analysis and integration skills
- Ability to effectively manage time and information with minimal supervision
- Ability to identify, prioritize and respond to multiple and conflicting tasks
- Ability to work under pressure, in an energized, entrepreneurial, and fast pace environment with minimal supervision
- Ability to certify on all CM required courses on an annual basis
- Bachelor's Degree in Business, Finance, Communication or relevant field of study
- Previous Supervisory Experience leading a geographically dispersed workforce
- RFP / Proposal experience
- Experience using Salesforce
- Maturity to drive complex topics with high EQ in challenging environments
- Ability to understand different team members and coach, and mentor appropriately
- Strong client and account management relationship management skills
- Ability to work well in an energized, fast-paced, entrepreneurial, and collaborative environment
- Proficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning new technology
- Relevant work experience in technology, corrections, or offender monitoring industry (preferred)
- Expected to provide 24/7 support to customers when necessary
Benefits
- Eligible for $255 to purchase company equipment (keyboard, monitor, headset, etc. (if applicable)
- Health Insurance
- 401(k)
- Disability
- Life Insurance
- Paid Time Off
- Voluntary Benefits
Company Overview