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Account Manager (Enterprise Software / SaaS)

Company: Certona
Location: San Diego
Posted on: January 14, 2019

Job Description:

WHY JOIN CERTONA'S CLIENT SERVICES TEAM? Stephen Smythe (Director, Account Management): Simply put, Im proud to be a part of this team and look forward to making the team even stronger by adding people who are excited about what were doing in the analytics/digital marketing/e-commerce space. We are a highly collaborative team that genuinely cares about our customers and each other. About Certona: Certona is honored to be recognized as the Top Personalization Leader for 11 consecutive years on Internet Retailers Top 500 Guide. With over 14 years success as a market leader in AI-based personalization solutions, our industry successes are driving inspiration and career growth in an employee-centric, energetic, and innovative, and company. As the leader in AI-based real-time personalization, Certona delivers individualized customer experiences for the worlds most popular retailers and brands. Trusted by more than 600 top e-commerce sites, Certonas cloud-based Personalized Experience Management platform leverages online and offline data to increase engagement and conversions through individualized content, promotional offers and product recommendations across all touchpoints. As proof of our success, the company has delivered more personalization solutions to the Internet Retailer Top 500 than any other vendor. Working at Certona: Its an exciting time to be a part of a growing, opportunity-driven team Were a group of 150 innovators (and growing) who come together every day with the purpose of creating change and driving innovative ways to connect and engage B2C and B2B brands with their customers. Not only do we encourage writing on the walls, but we also believe in working hard and playing hard. Some of our exciting culture includes: Brand new, innovative headquarters Fun teams Monthly company-wide events Freedom to make your workspace as unique as you Monthly birthdays celebration Monthly Food Trucks nearby Gym Membership Stocked break room with complimentary coffee, teas, fresh fruit, and various snacks. Plus, the many free lunches throughout the year Position Description: NOTE: This is not a sales role. This is a post sales relationship management role. Also, candidates must be able to work from our San Diego office full time. At Certona, an Account Manager is a trusted business advisor to our enterprise clients, providing valuable guidance and support for our Personalized Experience Management suite of services. The Account Manager is the primary business, educational, and relationship point of contact for our clients. Our Account Managers maintain a long-term relationship with their assigned clients to gain an understanding of the clients organization, their business drivers, and their service needs providing a delivery plan that ensures their success with Certonas suite of services. Key Responsibilities: This is an ongoing Client Relationship Management Role post-sales / post software implementation Create engaged client relationships: Develop, nurture, and monitor effective communication channels with clients and internal teams to support Client and internal goals Provide training for clients to use Certona software to the fullest Create, execute and oversee action plans to track client activities and projects and ensure engagement by appropriate parties through completion Prepare and present business reviews Drive clients to adopt best practices and strategies that will improve Recommendation results Renew and grow business within assigned accounts: Support the renewal process Capture service requests and deliver quotes via the Statement of Work process Promote new services and collaborate with sales partners Handle daily support requests and triage any issues to a timely resolution Support post-sales initiatives, gather testimonials and acquire key executive sponsorships Qualifications: Three or more years of experience in developing and maintaining strategic customer relationships with clients using enterprise level software applications; familiarity with e-commerce SaaS models and website design highly desired Be open-minded, positive and creative use those strengths to delight our Clients Must be an effective communicator (both written and oral), able to tailor message format and content to the audience in an effective fashion. Superior active listening skills are required. Excellent organizational skills and ability to manage multiple projects with multiple deadlines simultaneously. Excellent analytical capabilities to breakdown complex tasks into executable, sequential, and measureable steps. Creative problem solver, able to accomplish goals through a variety of processes and tools. Capability of staying abreast of technical developments outside of Certona and new business practices inside the industry. Ability to deal with complex customer relationships. Use of, or other CRM system, for relationship management. Highly Desired Skills: Retail/e-tail industry knowledge a major plus. Familiarity with e-commerce SaaS models and Internet a plus. Education: BA/BS/Undergraduate Fluency with Microsofts suite of business products is a plus Project Management experience is a plus Merchandising/retail experience is a plus

Keywords: Certona, San Diego , Account Manager (Enterprise Software / SaaS), Executive , San Diego, California

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