Strategic Account Manager (SaaS)

ReviewBuzz – Oceanside, CA

Job summary
Develop and grow a book of business to deliver a new managed services program for ReviewBuzz, the industry-leading (SaaS) provider of online reputation management of SMB-based field service companies, contractors, distributors, and their equipment manufacturers.

In addition to overseeing all aspects for the development and market launch of this new program, the successful candidate will also be tasked to successfully onboard new strategic clients, nurture them 
in their use and successful application of the ReviewBuzz platform.

Onboard and nurture calls will be made via telephone, webinar or online video conference call; in one-on-one sessions or, in a group setting. Their ongoing objective is to ensure client results, that Key Performance Indicators (KPIs) are met and client success is achieved; resulting in an increased [client] retention rate, active use of the product and improved customer value.

Onsite client training and interactions will include some travel (up to 25%), and answering customer support calls will be a secondary responsibility; augmenting our product support staff in handling 
clients and their customer’s issues and help requests - via phone, email, chat and through our customer service ticketing system.

Outcomes:
  1. Define the operational elements, marketing and resource requirements for launching a professional/managed services program.
  2. Develop a book of business for the program, growing it by 10% by years end.
  3. Welcome and train new strategic client accounts so they are successfully on-boarded within three days of their ReviewBuzz service activation.
  4. Nurture newly on-boarded strategic accounts to promote their active use and position them for the successful attainment of monthly [review] performance goals and KPIs.
  5. Maintain an expert level of knowledge on the ReviewBuzz platform, key client needs and changes in industry trends and standards.
  6. Ensure the delivery of a world-class client experience which promotes a high level of confidence through service excellence, fast cycle times, product expertise, and aggressive follow-up in communication.

Activities:
  • Define, launch and deliver a revenue-generating, professional/managed services program. 
  • Manage a book of business for the program; utilizing Asana, Gainsight, and Salesforce as tools for day to day operations, management, and reporting. 
  • Manage accounts as both a client service representative and success coach. It is imperative that clients have a thorough understanding of ReviewBuzz and the proper training to use our services to their greatest benefit. 
  • Respond to customer and client support issues; answering them in a timely manner through multiple mediums – phone, email, chat and via our online problem ticketing system. 
  • Utilize KPI’s and other success metrics to measure client performance and user activity to assist them in generating the most reviews on the [review] sites that matter. 
  • Develop and execute on plans for assigned projects; maintain regular performance and productivity metrics reporting weekly via a personal scorecard. 
  • Be proactive in knowledge sharing across the organization, taking a leadership role in creative thought, innovative ideation and process improvement that will positively impact the company, it’s personnel and/or product offering.

Competencies:
  • Excellent communication skills (written, verbal and presentational); with experience evangelizing technology and its [best-practices based] application is a must.
  • A strong business acumen, with a proven track record owning and grooming a book of business; using project-management best practices and generating performance-based analytics and summary reports for both internal key stakeholders and executive level customers, is also a must-have!
  • Experience communicating with and training customers remotely by phone, webinar, or video conference calls is highly desired.
  • Experience in, and a good understanding with, the posting of online reviews and the resulting SEO implications will positively separate you from those who do not.
  • Experience with Asana, Gainsight, SFDC or Jira applications is a big plus.
  • Be a team player; willing to take on any task and unafraid to learn from their mistakes
  • Adaptable to the always changing environment of a start-up company.

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