Account Manager

Summary of PositionThe Account Manager role serves as the main point of contact for the existing account base of Vercara clients. The Account Manager is focused on gross and net retention as well as identifying expansion opportunities (cross-sell and upsell). As the customer’s key contact, you will be directly involved in issue resolution, coordinating between technical staff, billing, product teams, and operations as needed. In addition, you will play a key role in the success of Vercara in its current and future objectives.Duties/ResponsibilitiesManage existing core client base with specific focus of retention and identify any upsell or cross-sell opportunities.Meet internal metrics including call/email volume for customer outreach, retained accounts, upsell/cross sell, and other revenue retention objectives.Manage client information using the Salesforce.com CRMBuild relationships with customers via outreach and other communications.Specific skills requiredFamiliarity selling and consulting ASP/SaaS models or software sales experience.Knowledge in DDoS Mitigation and Managed DNS Framework a huge plusStrong Customer Relationship Management strategy and service ethicsAbility to deliver a value proposition that is not always apparent to the end user.Experience and/or Personality that is customer centric.Sales training and experience with solution, consultative, strategic and/or conceptual/complex selling is preferred.Outgoing self-starter with a long-term focus on making an impact within our rapidly growing company.The ideal candidate can communicate with senior level management, explain complex products, and demonstrate technology services over the phone and in person.Experience with MS Office products and Salesforce.com a plus.Knowledge & Application: Complete knowledge and full understanding of area of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem-solving techniques to identify cause. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. This job is the fully qualified, experienced professional, journey-level position.Complexity & Problem Solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgment, and interpretation to select right course of action. Work is done independently and is reviewed at critical points.Collaboration & Interaction: Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to differing audiences and often advises others on difficult matters.Typical Degree & Years of Experience: Requires a minimum of 3 years of related experience with a Bachelor’s degree; or equivalent work experience.

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