CRM ACCOUNTS MANAGER

Job Summary:

A CRM Accounts Manager is a results-driven individual who will develop strong relationships with business customers, connecting with key business executives and stakeholders to handle business queries and find innovative solutions for complex problems while collaborating with CRM sales and Technology integration to provide top tier business to business service.

Specific Responsibilities May include

• Implementation and oversight of software releases and process changes.
• Configuration management across multiple business accounts.
• Collaboration with executives and managers to assess and develop strategic goals for CRM Roadmap planning.
• Establish productive, professional relationships with key personnel on assigned business accounts, monitoring customer expectations and satisfaction.

Essential Duties

• Identify and review trends across industry; analyzes and shares this information for growth strategies and future development
• Assist in production of supplemental training materials for use.
• Answer queries, handle escalations, and cascade messaging in a clear, concise manner, ensuring the timely and successful delivery of solutions according to customer needs and objectives.
• When necessary, launch new initiatives and projects that improve upon support-related processes to meet changing customer needs.
• Oversee day to day CRM support relationships with customers, training of new employees on team, monitoring productivity, addressing issues as they arise to ensure maximum efficiency and consistent service experiences.
• Responsible for administrative aspects including tracking customer inquiries, creating, and maintaining updated process documentation.
• Work with the technology team to ensure development requests from their customers are entered into the backlog and the priorities aligned appropriately.
• Responsible for communicating new product releases to their customers. Includes working with the customer to ensure configuration changes are also updated to support the new technology release.
• Establish and monitor metrics, leveraging customer feedback to drive continuous improvement of service practices.

Competencies and Skills

• Highly motivated with strong verbal and written communication skills and the ability to work well under pressure.
• Excellent listening and presentation abilities with strong problem-solving skills
• Understand usage of CRMS and the product knowledge and platform functionality to deliver focused solutions to customer needs.
• Demonstrable ability present and influence key stakeholders at all levels of an organization.
• Sets high standards of performance for self and team; assuming responsibility and accountability for successfully completing assignments or tasks.
• Adhere to all company policies, procedures, and business ethics codes.

Knowledge Qualifications and Conditions

• Availability to work weekends and/or extended hours as required.
• Position is a hybrid role some remote and in-office work hours are required.
• Minimum 3 years of relevant B2B customer service. Corporate customer service experience a plus.
• Proven track record of consistently meeting/surpassing targets and KPIs, with the capability of handling large corporate accounts.
• Able to understand and translate technical information in terms the customer can understand.
• Working knowledge of support methods and practices, problem resolution and escalation protocol
• Strong analytical skills to identify trends and patterns.
• Proven ability to juggle multiple customer requests at a time, while maintaining sharp attention to detail.
• Advantageous to have experience in both account management and establishing new business relationships.