Account Manager

Overview

Naylor Association Solutions is a dynamic, industry-leading organization dedicated to building stronger associations by delivering a combination of member engagement and revenue-generating solutions. Our  integrated solutions span all major functional areas, including publishing and communications, trade shows and events, software and web development solutions, e-learning solutions, and association advising services.

The Account Manager has the overall responsibility of serving as Naylor’s representative to association partners and the association project(s). This role is responsible for demonstrated growth and management of clients in the form of strategic relationships, business consultation, contract retention, revenue and additional services. In addition, they are expected to develop new revenue- generating or engagement opportunities and cross-division product integration, all while delivering outstanding client service and satisfaction.

This role is expected to maintain an in-depth knowledge about key industries, association trends and provide consultative insight to clients, decision makers and internal stakeholders.

Responsibilities

• Develops business objectives:
  • Prepares an annual business plan, in conjunction with the senior level staff, which establishes performance goals for the year in terms of renewing existing clients, identifying the clients which can support additional products and services, and detailing a plan for providing outstanding client service and engagement.
  • Prepares an annual strategy plan including, but not limited to, identifying clients’ key stakeholders, business objectives, key performance indicators and goals, current or future challenges, new opportunities, and potential threats.
  • Tracks, analyzes, and communicates key metrics to build opportunities and experiences that create scale and meaningful value for active projects and solutions.
  • Frequent review of KPIs to identify trends and variances.
  • Interpret KPIs to develop business insights for clients and internal stakeholders.
  • Measure effectiveness and usage of programs, tools, and templates on a regular basis.
  • Provide recommendations for strategic direction of product/service enhancements and assist with improvements to enhance their value.
  • Develop, conduct and deliver business reviews with relevant data points in a way that provides customers with a deeper understanding of their businesses, and clearly demonstrates Naylor’s value and contributions.
  • Update and utilize relationship management tools and client support systems to keep accurate records, documentation, contracts, client contact information, and key stakeholder and decision-maker identifiers.

• Retains and grows profitable, quality accounts:
  • Responsible for maintaining the overall profitability and revenue growth for overall portfolio.
  • Works to clearly understand the communications and non-dues revenue goals and objectives of each association assigned. Responsible for clearly communicating back to the association how Naylor's efforts are working to fulfill those goals and objectives.
  • Reviews existing accounts for ongoing profitability and work with product, project, and sales management teams to improve performance. When appropriate, renegotiates contract terms and/or cancels contracts.
  • Constantly exploring new product opportunities with the association, where appropriate and applicable.
  • Oversees the development and implementation of the sales story and strategy on all assigned clients. This includes creating and communicating the best value proposition for each association and providing clear direction on the best lead sources to pursue.

• Focuses on the client experience:
  • Responsible for serving as the primary liaison and advocating for assigned clients, as well as ensuring positive and profitable experiences.
  • Develops, nurtures, and manages the overall relationship with assigned accounts.
  • Identifies and engages key influencers and key decision makers.
  • Promote and cultivates advocates for Naylor solutions throughout client organization.
  • Engage clients to provide information and expert advice on best practices related to product setup/deployment, marketing, promotion, revenue opportunities, market trends and business reviews.
  • Frequently conducts virtual meetings or onsite visits to clients to gauge customer satisfaction and determine areas for improvement and/or expansion of services to the association and/or the industry.
  • Manages the overall communication process and relationship with the client to control and determines the different Naylor team members who communicate with the client.

• Coordinates internal efforts to service association clients
  • Serves as liaison between the client and Naylor’s departments, including sales, project management, editorial, marketing, etc. Collaborates with these departments to maximize opportunities and service.
  • Oversees the process of project setup(s) and shares information from the client with all departments necessary to service.
  • Provides timely resolution for association issues related to software, projects, sales and service.
  • Partners internally with team leaders to identify growth opportunities and potential threats.
    • Product: Identifies product needs and enhancements at the individual and global client levels.
    • Marketing: Works with clients to develop engaging marketing outreach to constituent groups.
    • Software: Works with software team to assist in requirements gathering and prioritizing product roadmap items based on client feedback and need.

• Provides value to company initiatives and evolution:
  • Contributes content and influential information to internal and external resources in the form of strategic planning sessions, market analysis presentations, informative articles, compelling webinars, knowledge base additions and other formats.
  • Develops depth of industry knowledge as it relates to:
    • Competitors and their offerings compared to Naylor.
    • Public Policy and Regulatory Issues that may impact the solution Naylor provides.
    • Employment and workforce trends- including certifications and continuing education.
    • Membership trends.
  • Prioritize client contact to focus time and resources on opportunities to drive revenue and balance the needs of all clients. Reprioritize as necessary to respond to changing client and business needs.
  • Identifies industry workshops and webinars that strengthen product knowledge and industry expertise.
  • Other duties as assigned.

Qualifications

• • A Bachelor’s degree in Business, Marketing, Political Science or related field, required.
  • Master of Business Administration (MBA), preferred.
  • 3-5 years’ client relationship experience is required. 
  • Strong presentation skills.
  • Association Non-Profit Management experience is preferred.
  • Event management and/or sales experience is preferred.
  • Career center, job board or recruiting experience a plus.
  • Must be highly computer proficient with experience in MS Office applications. CRM system experience a plus.
  • Possess proven and demonstrated verbal communication skills, including clear verbal articulation capabilities in all client interactions. Must be able to successfully interact with all levels of clientele management and operate with the highest level of confidentiality and discretion.
  • Must have strong demonstrated writing skills; particularly must be able to write effective, professional emails and other forms of written business communications.
  • Must have experience with P&L and annual budget responsibilities.
  • Demonstrated accountability in achieving personal and company goals, objectives, and deadlines both strategic and financial, and all key metrics and performance indicators.
  • Must possess the ability to analyze and evaluate data and information to guide account strategy, communication, and business direction.
  • Ability to edit contracts, proposal, and requirements documents.
  • Ability to create compelling, informative, and sufficient presentations for internal and external stakeholders from concept to realization.
  • Travel is required, approximately 30-50%, and varies by portfolio.

KEY SUCCESSFUL ATTRIBUTES

• • Skilled in account management; excellent written and oral communication skills and a keen understanding of maintaining/building relationships with customers.
  • Demonstrates ability to negotiate and manage contracts; pays attention to details in contracts.
  • A go-getter attitude who can work independently, who is friendly, outgoing, and able to work in a metrics driven environment.
  • Interacts professionally within a variety of cultures and situations. Demonstrates ability to have difficult conversations internally and with clients without alienating the other person(s)/organization(s).
  • Builds consensus, facilitates win-win business outcomes, is consistent between what is said and what is done, gains and builds commitment to new ideas and courses of action.
  • Clearly articulates, presents, and promotes ideas, issues, brand positions and values before various audiences in professional settings.
  • Demonstrates the ability to identify and solve problems quickly, decisively, and independently.
  • Ability to listen and understand the needs of their clients. Recognizes new opportunities with a client or team and is creative with existing or new resources to make it come to fruition.
  • Shares information cooperates with others and is comfortable participating as part of a team.
  • Ability to review financial sales and pacing data to determine progress against goals and makes tactical adjustments to sales strategy in order to achieve targets and meet customer expectations.

Naylor Association Solutions is an equal opportunity employer and is committed to hiring a diverse workforce.

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