Job Overview:
As an Enterprise Account Manager, you will be responsible for building and maintaining relationships with large enterprise clients, ensuring customer satisfaction, driving revenue growth, and managing long-term account strategies. You will act as the primary point of contact for your clients, working closely with cross-functional teams to deliver solutions that meet their needs. This role requires a deep understanding of the client's business, excellent communication and negotiation skills, and the ability to identify opportunities for upselling and cross-selling.
Key Responsibilities:
- Client Relationship Management:
- Develop and maintain deep, trusting relationships with key stakeholders at enterprise-level clients.
- Act as the primary point of contact and trusted advisor for all client-related matters.
- Account Growth & Upselling:
- Identify opportunities to upsell and cross-sell products and services to increase revenue.
- Collaborate with the sales team to generate new business within existing accounts.
- Ability to communicate and demonstrate Raft’s capabilities and solutions.
- Strategic Account Planning:
- Develop and execute strategic account plans to achieve both client and company objectives.
- Understand clients' business goals, challenges, and industry trends to provide tailored solutions.
- Customer Satisfaction & Retention:
- Ensure customers maximize the value received through Raft
- Monitor and improve client satisfaction through regular feedback, ensuring issues are addressed promptly.
- Work with internal teams (e.g., product, marketing, customer success) to ensure a seamless customer experience.
- Contract Management & Negotiation:
- Manage contract renewals and negotiations, ensuring favorable terms for both the client and company.
- Work proactively to reduce client churn and secure long-term agreements.
- Problem Resolution:
- Address and resolve any client concerns or issues quickly, coordinating with internal teams as necessary.
- Provide creative solutions to meet the clients' evolving needs.
- Reporting & Analytics:
- Track and report on key account metrics (e.g., revenue growth, customer satisfaction).
- Provide regular updates on account health and future opportunities to leadership.
Qualifications & Experience:
- Required:
- Bachelor’s degree in Business, Marketing, or related field (MBA preferred).
- 5+ years of experience in account management, sales, or customer success, with enterprise clients.
- Proven track record of managing and growing key accounts.
- Experience working with CRM systems (e.g., Salesforce, HubSpot).
- Strong communication, negotiation, and interpersonal skills.
- Ability to build relationships with stakeholders at all levels, including C-suite executives.
- Strong analytical and problem-solving abilities.
- Experience with SaaS or Enterprise software
- Preferred:
- Experience with contract negotiations and renewals for enterprise clients.
- Familiarity with customer success tools (e.g., Gainsight, Totango) and data analytics platforms.
Key Competencies:
- Customer-Centric Approach: Commitment to understanding and exceeding customer expectations.
- Strategic Thinking: Ability to develop and execute long-term plans for key accounts.
- Sales & Business Acumen: Ability to identify business opportunities and drive revenue growth.
- Problem-Solving: Creative and proactive in addressing customer issues and delivering solutions.
- Collaboration: Effective working with cross-functional teams to ensure client success.
- Communication: Excellent verbal and written communication skills to influence and engage stakeholders.
