Job Description

Salary: 65,000-80,000

The Key Account Manager is responsible to upsell, cross-sell, and consult with the customer and will bear a sales quota in addition to growing the revenue of an account base, including renewals. The Key Account Manager’s involvement with the customer will encompass the entire lifecycle of the relationship - beginning with the initial implementation and carry through to building a long-term relationship. Customer interaction will be done both digitally and face to face. The Key Account Manager will be the business leader in an account and work in collaboration with our support teams. Together, these teams are responsible to ensure both customer longevity and systematic growth.

• Develop and proactively manage a portfolio of Key Accounts with the aim of growing these accounts.
• Achieve monthly sales targets by identifying and developing new sales opportunities within our existing customer base
• Build trust and develop relationships, both internally and externally.
• Manage key customer relationships and participate in closing strategic opportunities
• Become intimately familiar with the assigned account base and become the trusted advisor to these customers for better business outcomes.
• Work closely with Cross functional teams to manage all sales opportunities within our customer base
• Be the internal voice of the customer to deliver feedback from customers to best facilitate ideas and drive innovation for future product enhancement and development
• Through your relationship with our customers build a loyal base of external evangelists for SupportNinja and encourage referrals
• Be seen as a thought leader by providing strategic solutions to your customer’s business challenges
• Consult with the customer regarding their business and identify areas in which they can use their existing SupportNinja products more effectively in coordination with best practices in the industry
• Maintain a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor's products and what strategy SupportNinja should develop to counter
• Maintain a working knowledge of all SupportNinja products/services, competitive product lines, differentiators, and industry trends through self-education and SupportNinja’s resources
• Develop and present customized presentations to assigned customers that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and next steps
• Work with SupportNinja’s Implementation team to ensure the customer implementation is the best customer experience possible. First impressions are key!
• Participate in regular Touchpoints with our customers to ensure we are exceeding their expectations through MBRs and QBRS.
• Provide customers with regular insights and analytics to truly demonstrate the value of a partner like SupportNinja. Always delight the customer!
• Measure success via tracking of customer retention and revenue growth
• Create plans and strategies for each account you own in order to achieve SupportNinja’s sales goals
• As required, travel for in-person meetings with customers to develop key relationships
• Provide detailed and accurate sales forecasting
• Create a culture of success and ongoing business and goal achievement
• Define sales processes that drive desired sales outcomes and identify improvements where and when required

• 3-5+ years applicable experience in an account management function, ideally in customer service, BPO, call/contact center and/or service delivery
• Proven experience in meeting or exceeding sales quotas and expectations
• Experience in managing the business aspects of large Enterprise-level customers
• Demonstrated experience in a fast-paced environment and meeting customer time constraints
• Demonstrated experience working independently
• Experience in Consultative and/or Solution Selling
• Competency negotiating and upselling products and services offerings
• Resourceful and fast learner who is eager to acquire new skills/knowledge
• Willing to travel to domestic and international destinations
• Have a track record of solving problems between customers and service teams
• Obsessed with delivering quality
• Be curious and be an active listener
• Love metrics and analytics, and understand that “correlation is not causation”
• Must be organized, results-driven, resourceful, and can use tact and sound
• judgment when dealing with diverse customers
• Customer-focused with a track record of enhancing service delivery
• Excellent verbal and written communication skills including the ability to
• communicate with employees and customers at all levels
• Keen attention to detail
• Excellent relationship building skills
• Strong networking and referral building ability