Key Account Manager

Description

We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

Salary: EUR 80,000 + commission based on earnings

Work Schedule: TBA (US Time Zone, Monday-Friday)

Work Set Up: Remote

Type of Contract: Full Time

SupportNinja is seeking a Key Account Manager who will be accountable for delivering world-class account management and business direction to SupportNinja’s most important customers. Specifically, this position is responsible for building long-term relationships with new and existing customers by understanding their business goals, proposing enhancements to product and/or services and leveraging appropriate company resources to address how clients can achieve better business outcomes by leveraging SupportNinja products/services.

The Key Account Manager is responsible to upsell, cross-sell, and consult with the client 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 client will encompass the entire lifecycle of the relationship - beginning with the initial implementation and carry through to building a long-term relationship. Client interaction will be done both over the phone/WebEx and face to face. The Key Account Manager will be the business leader in an account and work in concert with our support teams. Together, these teams are responsible to ensure both customer longevity and systematic growth.

Salary: EUR 80,000 + commission based on earnings

Work Schedule: TBA (US Time Zone, Monday-Friday)

Work Set Up: Remote

Type of Contract: Full Time

What does a day in the life of a Key Account Manager look like?

Convert the opportunities into orders

Build trust and develop relationships, both internally and externally

Demonstrate the monetary value of our services

Manage cross functional teams

Identify upsell and cross-sell opportunities within the customer base

Become intimately familiar with the assigned account base and become the trusted advisor to the customer for better business outcomes

Consult with the client 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 other SupportNinja products/services, competitive product lines, differentiators, and industry trends through self-education and SupportNinja’s resources

Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and next steps

Work directly with SupportNinja product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancement and development

Work with SupportNinja’s Implementation team to play a role in smooth customer implementations by providing on-site assistance as directed and provide appropriate feedback to the greater sales team post turn up

Measure success via tracking of client retention and revenue growth

Create plans and strategies for developing business and achieving the company’s sales goals

Travel for in-person meetings with customers and sales agencies to develop key relationships

Manage the national accounts, and sales resources to deliver profitable growth

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

Work closely with the marketing function to establish successful support, channel, and partner programs

Manage key customer relationships and participate in closing strategic opportunities

Maintain and develop long term customer relationships

Performs other duties as assigned

What are the required qualifications of a Customer Success Manager?

Bachelor’s Degree in Information Technology, Business Administration, or related field or equivalent work experience

8+ years applicable experience in the account management function 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 with little to no daily supervision

Competency negotiating and upselling products and services offerings

Work independently and are responsive to email

Resourceful and fast learner who is eager to acquire new skills/knowledge

Willing to travel up to 20% to domestic and international destinations

Ability to quickly pivot

Obsessed with delivering quality

Have a track record of solving problems between customers and service teams

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 clients

Customer-focused with a track record of enhancing service delivery

Excellent verbal and written communication skills including the ability to communicate with employees and clients at all levels

Ninja Perks and Benefits

● Competitive compensation

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

● Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.