Customer Success Account Manager - eLearning - North America Region

About Us : 

We are a 9 year young recruitment firm with a global reach named ArCent GLOBAL HR. We provide dependable top level talent to our clients.

Currently we are hiring for one of our clients which is largest multimedia software company in the world. Originally from US, they are one the best employer in most of the countries that they operate in. They are listed & have profits in billions.

Looking for extremely passionate go getters who are willing to walk that extra mile and create benchmarks for others to follow' in a target driven Customer Success Account Management Role - Renewal Sales role for US Market (5:30pm to 2:30am).

The challenge :

An ideal candidate should have a passion for Customer success as a function. CSAMs are an integral part of the Account Team, who works together to drive value and retain the customer base. Sales professionals with a flair for working with large enterprise customers & managing relationship with decision makers are welcome to apply for this role. Our most successful sales executives take a consultative approach and are looked upon by our customers as trusted advisors. This, combined with the support received from our Solutions consulting, Marketing, and Product team, make this an ideal opportunity for professionals in the Enterprise Sales community to build on their existing track record with an incredible success story.

What you’ll do :

- Provide client relationship management for all assigned accounts within the fiscal year.

- Ensure that every client contract is renewed

- Work closely with Account Team to meet mutual objectives and improve customer experience

- Communicate consistently with clients throughout the contract lifecycle, escalating important issues and driving to resolution

- Maintain client contact and provide status updates for all outstanding projects and issues

- Manage client expectations, keeping clients satisfied and expectations realistic

- Fully understand client requests, documenting and engaging appropriate resources

- Drive value in customer’s investment in Client:

- Assist clients to expand their usage and adoption of Client’s ELearning, ColdFusion of Technical communication solutions.

- Be a trusted advisor to enable clients to apply our tools to achieve their business objectives

- Drive value in Client solutions through usage and adoption

- Schedule periodic meetings with key stakeholders within an account to do an account health check.

- Provide resources to answer clients' questions, identifying needs for account customization and further implementation where applicable

What you need to succeed :

- The candidates should have exceptional organizational, presentations & communication skills – both verbal & written.

- Must have a minimum of 7+ years of RELEVANT experience preferably in Customer Success/Sales/Inside Sales/Solution Selling/Account management/Business development in a closing/quota

bearing role

- An ideal candidate should be PASSIONATE about Client satisfaction & should be a natural problem solver

- Candidates with exposure to working on Client’s technical communication solutions like Captivate, FrameMaker, Robohelp will have an advantage to this role.

- Should have a natural flair for conversations & enjoy talking to customers about Client solutions.

Making outbound calls is an integral part of this role, so the person should love the idea of connecting with multiple customers/accounts in a day/week.

- Should be willing work in evening shifts, as the target geo will be North America.

- Capable of analyzing large amounts of internal and external data and to make decisions with speed and accuracy.

- MBA’s preferred, however, graduates with relevant work experience (5+) can also apply

- Demonstrated ability to deal with change and excel in high-stress situations

Leadership Traits :

- A professional who is self-motivated to constantly interact with customers on the phone & address complex problems.

- A strategic thinker with exceptional communication, negotiation and interpersonal skills.

- The ability to gain in-depth understanding of assigned leads utilizing business acumen, market/product knowledge and effective sales questioning and listening techniques.

- Highly motivated and collaborative team player.

- Positive, can-do attitude with a passion for business development & Sales.

- Highly organized with ability to work in fast paced team environment.