Account Manager

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Employer: SolarWinds
Domain:
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 11.02.2019
    Short company description

    Since our founding in, SolarWinds’ mission has been to provide purpose-built products that are designed to make jobs easier for IT professionals, MSPs, and DevOps pros. We offer value-driven products and tools that solve a broad range of IT management challenges – whether those challenges are related to networks, servers, applications, storage, virtualization, cloud, or development operations. If there is a piece of IT infrastructure anywhere in the world where performance matters, SolarWinds provides the technology to manage it.

    Requirements

    Bachelor degree or higher
    Min. 2 years experience in customer service
    Proficient use of English
    Result and client oriented
    Pro-active and independent worker
    High intrinsic motivation
    Fast learner

    Responsibilities

    Ensure client satisfaction
    Be the personal contact for your accounts, knowing their ins and outs, and always being available for assistance. In this relationship you keep an eye on following the AM procedure:
    - Onboarding experience of the client.
    - Correct and complete product understanding & usage (client activation).
    - You collect feedback about our solutions & check on any (support) issues that are or have been playing for the client.
    - Timely/ frequency of contact moments, as per the Account Management procedures in the company.
    - Making sure the customers understand and use the license accordingly
    - Minimize churn
    Through the above, you aim to minimize churn. However, when a customer decides to part ways or wishes to downgrade its license, you will professionally:
    - Deal with downgrades and cancellations according to AM procedure.
    - Provide RSM with feedback to avoid such occurrences in the future.
    - Increase the account value from your assigned clients
    Besides your focus on retention and satisfaction, you will aim to grow your client accounts in terms of monetary value represented to the company. You will:
    - Meet assigned targets linked to account value growth as well as churn.
    - Inform your clients about, and up/cross-sell services to assigned clients.
    - Actively monitor clients on license (over-)usage.
    - Participate to specific industry event(s) to meet with key customers in person.

    Other info

    We offer:

    A full-time position (40 hours/week)
    Attractive salary and regular performance-dependent salary increases, annual bonus plan
    Private medical subscription
    Gym Subscription
    Life & disability insurance
    Extra leave days for seniority acquired within the company
    Modern office facilities located centrally
    Lots of space for self-development, personal growth, and opportunities to contribute
    A team of high performing and passionate colleagues.

    SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.