Account Manager

Key Responsibilities:

• Primary focus on delivering proactive engagements through the Preventative Escalation models.
• Understand all aspects of the engagement and develop a clear scope and get-well plan.
• 100% ownership of the proactive account escalation engagement and all activities that make up the get-well plan.
• Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the proactive engagement.
• Co-ordination with all internal subject experts and stakeholders, acting as the primary decision point for all active customer activities pertaining to the proactive account escalation.
• Customer champion, a resource specifically focused on ensuring the customer environment maintains a stable state and increasing customer satisfaction with client, resulting in the continued growth of the account.
• Provide support on complex reactive account escalations as the business requires.
• Up to 10% of travel annually.
• This is a Hybrid role and requires office attendance a minimum of two days per week

Skills:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• Ability to see the bigger picture in situations
• Possess the type of magnetic personality that naturally builds relationships and instils trust
• Proven experience in similar roles at other Enterprise Software, ideally ITIL related companies, to include technical account management, program or project management.
• Experience working with Enterprise Software companies.
• Excellent written and verbal communication skills, with strong presentation and facilitation skills.
• Ability to effectively work in a culturally diverse environment
• Strong organizational and analytical skills
• Experience dealing with technical end-users in a support role