Account Manager

FirstClose is looking for a dynamic and client-focused Account Manager to join our team. Our company is in the business of providing a proprietary Sofware-as-a-Service application (SaaS) that is used by home equity lenders. FirstClose is a small firm that has been in business successfully for over 20 years. If you thrive in a collaborative environment, have a passion for problem-solving, and enjoy delivering top-tier customer service, we encourage you to apply.

Position Overview

The Account Management role is responsible for developing customer relationships that promote retention and loyalty. As an Account Manager, you will establish and maintain strong, long-term relationships with a large portfolio of clients. In addition to retaining clients, this position is also responsible for identifying growth opportunities, ensuring client success, and delivering innovative solutions that align with our clients’ strategic objectives.

The role works closely with assigned customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. The Account Manager is an advocate for the customer and is responsible for providing FirstClose with the voice of the customer.

Responsibilities

• Manages a large portfolio of client accounts, serving as the primary point of contact.
• Works to retain at-risk assigned customers and measured on their customer’s retention rate.
• Accountable for the pre-and-post on-boarding activities of new assigned customers, including training, with assistance from the sales, product and implementation departments.
• Ensures all assigned customers are fully engaged and get the value they expect from the product.
• Executes meetings and events to educate and guide customers on products and services and their benefits to support customer buying selection.
• Clearly communicates customer initiative(s) progress to internal and external stakeholders.
• Clearly communicate FirstClose initiative(s) progress to clients.
• Liaise between the customer and internal teams (support, order fulfillment, product, IT, finance and sales) to effectively communicate client business objectives.
• Gathers feedback from customers and analyzes customer data to identify areas to increase user adoption, and potential revenue.
• Conducts research to identify cross-and-up-sell growth opportunities within client’s organization.
• Thoroughly understands each customer’s contract, including subscriptions, monthly minimums, renewal terms and more.
• Acts as a client advocate which may include giving input into process improvements, product setup or additional add-on tools to boost productivity.
• Ensures client is aware of product releases, specifically new features and functionality to increase stickiness and drive usage
• Meets with assigned customers on a recurring basis, including personal onsite visits to customers' offices and conferences, quarterly account/business reviews, and recurring touch points throughout the month.
• Weaves the web within the client’s organization to understand other areas, including but limited to first mortgage and capital markets.
• Escalates client-related issues as appropriate.
• Clearly communicates with and updates clients when service disruptions take place.
• Updates and documents activities for their accounts into systems (Salesforce, Confluence, etc.) in an accurate and timely manner.
• Works with other department team members to help resolve assigned customers' request/issues.
• Tracks revenue growth and volume transactions and ramp up opportunities in Salesforce accordingly.
• Prepares reports and updates leadership on account status.
• Follows procedures that optimize the customer experience.
• As requested by finance, review monthly invoices before delivery to customers.
• As requested, assist the finance team with securing payment for outstanding invoices.
• Delivery of monthly SLA reports to clients as dictated by contract terms.

Experience and Skills

• Proven experience in account management, sales, or a similar role within the Financial Technology industry.
• Excellent communication organizational skills.
• Technical aptitude and ability to become an expert in the product(s) being sold.
• Desire to learn in-depth knowledge of the customer and to advocate on their behalf.
• Knowledge of customer service practices.
• Proficient in Microsoft Office Suite, specifically Excel.
• Experience with Salesforce (CRM).

Compensation

• Competitive Base Salary - $60,000 - $80,000 depending on experience
• Commission Plan
• Employee Benefits Program

Other Requirements

• Basic background checks and references
• Ability to work shifts ranging from 7 AM- 7 PM CST

Job Location

• Remote