Customer Success Manager/Account Manager

Job Title: Customer Success Manager / Account ManagerDepartment: Account ManagementClassification: ExemptDuration: Direct hireLocation: BILT - Global Brand Support Center, Grapevine, Texas 76051About the JobThe 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.Qualifications3 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 businessLead portfolio of 10-20 customer accounts to ensure a successful BILT engagementCreate customer success roadmap that ties back to client goalsMonitor customer feedback and engagement and take action when risks or problems ariseAct 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’ needsCoordinate resources to develop solutions when faced with customer or internal challengesConduct Quarterly Business Reviews to highlight success and collaborate on areas of improvementExperience and knowledge of online marketing, digital asset management, packaging, traditional marketing, advertising techniques, data and reviews captureA proven track record of managing revenue targets, with a strong desire to consistently overachieve against both personal targets and objectivesA proven track record of managing multiple projects from conception to completion, and demonstrable success in meeting customer expectations and timelinesExperience in key account management, data and renewalsPossess a passion for self-improvementAbility to handle competing priorities in a fast-paced, dynamic environmentDemonstrate a critical eye for detail, organization and thinking outside the box to provide value for customersEnjoy working with people from all walks of life and working with brands and products from various industries and verticalsSome travel as needed, represent BILT at on-site customer meetings, conferences, trade shows and other BILT events as neededProficient in Microsoft Office, PowerPoint, and ExcelBachelor’s Degree from an accredited 4-year university or collegeWork EnvironmentThis job operates in a professional office environment. This role routinely uses standard office equipment such as computers, tablets, phones, photocopiers, email, and various communication programs (Zoom, Slack, etc.)Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to talk or listen. The employee is frequently required to stand, walk; and reach with hands and arms. This job requires the employee to lift at least 25 pounds infrequently.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.About BILTThe award-winning BILT app provides 3D interactive Intelligent Instructions that are voice & text guided. Beginning with a product overview, BILT includes tools required, parts included and gently directs the procedure step by step. Tap. Zoom. Rotate. Register the product. Track the warranty. BILT provides the consumer an opportunity to review the product and assign a Net Promoter Score (NPS) corresponding to a star rating. BILT has proven to increase NPS, star ratings, product registrations and brand loyalty while reducing returns, calls to customer support, assembly time and errors.BILT empowers brands with analytics on each product and fundamentally changes the way companies connect to their consumers. Manufacturers maintain control of their content; updates to instructions can be made in real time, so they are never obsolete. BILT supports manufacturers’ efforts to go green by minimizing paper instructions, warranty, and registration cards.For more company information go to: www.biltapp.com/careers and submit a profile resume in our applicant tracking system.*This position is located in the Grapevine Brand Support Center in Texas. Not a remote position .BILT is a veteran friendly company and an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.We do not accept unsolicited agency resumes. We will not pay fees to any third-party agency, outside recruiter or firm without a mutually agreed-upon contract and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes will be considered our property and will be processed accordingly.

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