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Account Manager

Netfor, Inc.

The Art and Science of the Customer Experience

Netfor provides worry-free customer care for business consumers and technology users. Customers engage with Netfor by phone, email, social media, and online chat to receive world-class customer service, help desk support, order fulfillment, and field services.

Founded in 1995, Netfor supports tens of thousands of customers at businesses in more than 6,000 locations across the U.S., Europe, Mexico, and Canada.

Job Description

We are looking for an Account Manager to create long-term, trusting relationships with our customers. The Account Manager’s role is to oversee a portfolio of assigned customers, develop new business from existing clients, and actively seek new sales opportunities.

Account management responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders, and preparing sales reports. Account Managers also answer client queries and identify new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams (including Customer Service and Service Delivery departments) to improve the entire customer experience. This position may require occasional travel.

If you are familiar with account management software (CRM), have a flair for client communication, and understand consumer behavior, we’d like to meet you. Ideally, candidates for this role will know how to meet ambitious individual and team-wide sales quotas.

Ultimately, a successful Account Manager should collaborate with our sales team to achieve quotas while keeping our clients satisfied and engaged with our products and services in the long run.

Responsibilities

  • Providing exceptional customer service, while working to build lasting relationships and ensuring client satisfaction.
  • Represent Netfor at client meetings, coordinate with the account team to address findings, and report to leadership.
  • Gather and provide feedback and input from clients to improve product development and delivery
  • Act as liaison between clients and the project manager on special projects for their clients.
  • Help identify and remediating client quality and process adherence issues.
  • Lead Client onboarding and the implementation of new processes or services as needed
  • Perform or facilitate client user management within Netfor tools
  • Liaisons with the client to facilitate client knowledge and process changes
  • Facilitates training of Team Leads for the Team Lead to train the agents
  • Work with the Team Lead to document Training and documentation  for inclusion in the LMS
  • Work with Client Engagement Specialist(s) and Knowledge Management to facilitate the submission, completion, approval of, and resolution of issues with, knowledge requests
  • Track and file Monthly Demand Changes
  • Assist with maintaining Client Profiles
  • Support clients through reporting and client calls/meetings
  • Track and complete daily tasks, events, cases and log all interactions (client touchpoints and internal communication/outcomes) and work product with-in Salesforce in real-time.

Role Prerequisites

  • Minimum of 2 years of experience as an account manager in an IT/Manufacturing service environment.
  • 4-year degree from an accredited university in business, sales, related field, or equivalent experience.
  • Experience planning and leading meetings with multiple stakeholders all working toward a common goal.
  • Current knowledge of working in the salesforce CRM/Service eco-systems.
  • Examples of working in a collaborative sales, account management, and revenue-generating team environment.

Reporting

Reports to: VP of Client Success.  The role acts as a leader of client success and supports clients in performing their jobs.  This position does not have organizational direct reports.

Compensation

This position is Salary Exempt starting at $48,000 regular salary. In addition to a competitive wage, this position offers bonuses and commission pay designed to reward you for your personal achievement and contribution to our success. Wages, bonuses, and commissions are subject to deductions for taxes and other withholdings as required by law or the policies of the company

Netfor offers a great PTO plan, 401k, health insurance, dental, optical, onsite mini-mart, and a well-rounded wellness program.

Your employment with Netfor is at-will and either party can terminate the relationship at any time with or without cause and with or without notice.

DISCLAIMER

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities.

Netfor, Inc. is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Netfor, Inc. participates in E-Verify.

Netfor, Inc. will not sponsor applicants for work visas.

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