Overview
Supporting 85,000 skilled retail professionals in more than 110,000 store locations across The World, Natural Insight® is a leading provider of cloud-based workforce management software that aligns retailers, merchandisers, and product companies with mobile teams in stores. As a young and growing company we’re laser focused on two things:
- delighting our customers and
- hiring talented, passionate and entrepreneurial people to help us grow even faster.
Job Description
We are seeking a creative but detail oriented individual to fill the role of Account Manager. This key role in our organization is responsible for supporting our rapidly growing client community and ensuring the successful use of our platform in their business. Candidates can expect to work with clients, sales prospects, the management team and the development team to ensure success. The ideal candidate will have strong organizational and communication skills and be able to manage multiple concurrent projects while providing our clients a consistently professional and positive experience.
This role requires a unique blend of business and technical savvy; the ability to prioritize, and outstanding customer services skills. An important aspect of the Account Manager is spending time understanding our clients business and determining the best opportunities for the application of our platform to improve their overall results.
The Account Manager is part of the Operations department and is responsible for the ongoing management of assigned client relationships. Success in this position will be measured by retention of existing clients, successful rollout of pilot clients and support of the sales team in the process of acquiring new clients.
Based in our offices in Sterling Virginia the Account Manager is an integral part of the client services team. This team is comprised of onsite client service staff, professional services team, account management staff and international partners supporting our clients in other countries.
Responsibilities
- Proactive, consultative client ownership: anticipating client reactions and responding accordingly, managing internal and external expectations and crises, gathering feedback, training users, preparing for, leading and following up on meetings in person and by phone, engaging in ongoing follow-ups with clients to assure success.
- Ensure client satisfaction while maintaining overall responsibility for the best interests of our company.
- Diagnose client issues with use of our services and provide feedback and diagnostic data to Product Management.
- Communicate pilot project status to Sales on an ongoing basis
- Assist sales by interacting with potential clients and assisting with demonstrations
- Gain and maintain current product and cross-vertical knowledge
- Plan for impact of new features on clients and communicate as needed internally and externally
- Provide feedback to Product Management
- Develop and improve processes and best practice recommendations
- Provide assistance to colleagues as needed, including participation in training, workload balancing, coverage, etc.
- Following established Processes & Procedures and using good judgment to take appropriate action where there are no established methods
- Maintain documentation of client projects, case studies, etc.
- Other projects and tasks as needed
About You
- Education: Bachelor’s degree in related field is a requirement
- Minimum years’ experience: 5+ years of work experience, including 2+ years in a client-facing, client management function. Workforce Management and/or a SaaS background strongly preferred. Retail Industry a plus.
- Technology: Strong MS Office suite and experience in enterprise software solutions
- Strong Project Management skills
- Strong communication skills (verbal, written and presentation), organization and planning skills
- Strong interpersonal skills and ability to effectively work collaboratively in a matrix team environment
- Experience supporting and troubleshooting Internet-based applications. Demonstrated ability to communicate well with technical resources and utilize strong logic abilities to think through and drive alternative solutions
- Able to successfully work both very independently and as part of a team
- Able to juggle multiple projects with ease in a high pressure, fast paced environment
- Professional and confident demeanor
- Fluent English
- Fluent Spanish would be a plus
- Some travel is required
Nothing in this job description restricts management’s right to assign or modify duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
