Senior Account Manager

Eckoh is a market leader of Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. Eckoh is owned by Bridgepoint one of the world's leading private asset growth investors, with over $75 billion of assets under management.

As a PCI DSS Level 1 Service Provider, our products and expanding digital and conversational AI capabilities help enterprises protect sensitive data, improve customer experience, and modernise the way they operate. Our mission is to set the standard for secure interactions between consumers and the world’s leading brands. With a strong heritage in secure payments and an expanding portfolio of cloud native, omni-channel engagement solutions our vocation is simple: to make every customer interaction secure whether it is handled by a human agent or an AI agent, without ever compromising the customer experience.

Our large portfolio of clients, which includes many of the Fortune 250, come from a broad range of vertical markets including healthcare, retail, hospitality, financial services, and utilities.

Our mission is to set the standard for secure interactions between consumers and the world’s leading brands. Our innovative products build trust and deliver value through exceptional experiences.

The Role: We are looking for an exceptional Senior Account Manager to join our innovative and dynamic team. As a senior member of the team your main role will be to retain top customers and nurture those key relationships. You will enjoy a varied role managing several of our key clients with the aim to grow and retain. You will have a full technical understanding of your customer solutions and the ability to manage the commercial/sales element of your customer needs. Demonstrating strong relationship skills along with analytical and presentation skills you will be responsible for the day-to-day management of key strategic accounts including account development, coordination, relationship management and the measurement and monitoring of account performance. As a team we are focused on increasing the value of all our accounts through upselling and cross-selling, whilst the retention of our customer base remains our priority. We will provide you with administrative support to assist in the running of your accounts, so that time can be focused on the commercial areas of the role, and key relationship building to allow for this account growth and retention.

• Key Functional Responsibilities:
• Develop and maintain strategic long-term relationships with key clients to accomplish growth and long-term company objectives.
• Develop positive working relationships with all customer touch points and serve as main point of contact both externally and internally.
• Co-ordinate and Conduct business reviews to provide performance feedback, educate and provide industry insights.
• Drive client retention, renewals, upsells.
• Gather, report and communicate customer feedback on service, technology and product delivery.
• Manage individual lead generation and sales targets for existing client sales.
• Manage retention target across allocated accounts by working independently and with our sales team.
• Keep abreast of industry and market trends and best practices.
• Assist and support on defined elements of the AM Team department Strategy.
• Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight.

Person Profile & Behavioural and Technical competence

• Extremely strong relationship builder – establish yourself as a team member and partner to your client, with evidence of growing successful long-term business relationships.
• Confident communication (written and oral) skills and a demonstrated ability to work collaboratively at all levels.
• Ability to prioritise multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations.
• Attention to detail and a keen emphasis on accuracy.
• An excellent technical understanding of the solutions Eckoh provides will be key to progressing further within this role.
• A strong knowledge of the contact centre market and relevant technologies
• Experience in PCI compliant solutions is preferable.
• Proven skills in Microsoft Word, Excel, Salesforce, and PowerPoint

What do we do?

Eckoh’s Customer Engagement Security Solutions help our clients to take payments and transact securely with their customers through all engagement channels. The solutions, which are delivered globally through our cloud platforms and protected by multiple patents, remove customer’s sensitive personal and payment data from client’s contact centres and IT environments. They provide merchants a simple and effective way to reduce the risk of fraud and data breaches, become compliant with security regulations, as well as enhancing their brand and increasing customer satisfaction.

Our culture: Our values sit at the heart of the culture at Eckoh:

We encourage and support everyone to grow with Eckoh

We challenge , listen, and are open minded to change and suggestions from others

As trusted advisors, we use our knowledge to solve challenges and deliver the best for our clients

We take personal ownership to strive for excellence in whatever we do

We are welcoming, embrace diversity and respect each other in a spirit of true humanity

Our Vision:

We care about making the world secure and we believe everyone should be able to trust every brand and engage without risk.

Join Us!

Eckoh is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We embrace friendly, energetic, innovative, and creative individuals, who want to be proud and part of our unique success story.

So, if you want to join a fantastic team, dedicated to delivering a world class service to enterprise level clients, then you should consider working here at Eckoh.