Customer Success Manager / Account Manager

Description

BILT Incorporated

Job Title: Customer Success Manager/ Account Manager

Department: Account Management

Classification: Exempt

Location: BILT - Global Brand Support Center, Grapevine, Texas 76051

About the Job

The BILT Customer Success Manager / Account Manager is responsible for all aspects of the customer partnership. From onboarding, user adoption, data and analytics, and renewals, you will be the main point of contact throughout the relationship. You will deal with everything from the day-to-day to strategic account planning. It is critical to understand the customer's KPIs and build a plan to deliver against them and prove ongoing value. A successful Account Manager excels at building strong relationships and ensuring our clients are seeing the full value of our partnership, which will drive positive retention and expansion.

The Account Manager is responsible for achieving Quarterly renewal targets. While these are primarily revenue driven, they are also responsible for improving implementation and download rates and retaining a strong client Net Promoter Score (NPS).

The Account Manager must be task oriented, self-directed, and able to manage and execute competing priorities. They are an excellent communicator (written and verbal) and face challenges head on. They are a self-starter, resourceful, and love to work with people.

Qualifications

• 3 to 8 years client management experience and proven ability to oversee all aspects of the ongoing customer relationship.
• Ability to work with, coach and guide senior clients on the benefits that BILT provides to their business
• Lead portfolio of 10-20 customer accounts to ensure a successful BILT engagement
• Create customer success roadmap that ties back to client goals
• Monitor customer feedback and engagement and take action when risks or problems arise
• Act as the "voice of the customer" and contribute to business product roadmap developments, marketing initiatives and commercial strategies to ensure we continue to meet our clients' needs
• Coordinate resources to develop solutions when faced with customer or internal challenges
• Conduct Quarterly Business Reviews to highlight success and collaborate on areas of improvement
• Experience and knowledge of online marketing, digital asset management, packaging, traditional marketing, advertising techniques, data and reviews capture
• A proven track record of managing revenue targets, with a strong desire to consistently overachieve against both personal targets and objectives
• A proven track record of managing multiple projects from conception to completion, and demonstrable success in meeting customer expectations and timelines
• Experience in key account management, data and renewals
• Possess a passion for self-improvement
• Ability to handle competing priorities in a fast-paced, dynamic environment
• Demonstrate a critical eye for detail, organization and thinking outside the box to provide value for customers
• Enjoy working with people from all walks of life and working with brands and products from various industries and verticals
• Some travel as needed, represent BILT at on-site customer meetings, conferences, trade shows and other BILT events as needed
• Proficient in Microsoft Office, PowerPoint, and Excel
• Bachelor's Degree from an accredited 4-year university or college