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SalaryJOB SUMMARY
The Account Manager is a part of the Global Account Management team and is accountable for client satisfaction and all aspects of the total client relationship and experience with Mood as well as executing upon the company’s strategies and initiatives. The Account Manager will have a vertical focused portfolio of franchise brands. He/she will focus on revenue retention and growth through developing and deepening relationships, developing and conveying value, and ensuring client satisfaction through Mood strategies as well as day-to-day engagement through our corporate relationships. The role requires vertical trend analysis, strategy development, critical fast-paced thinking, exceptional organization and communication skills with the ability to build/lead and manage internal and external relationships. Approximately (25%) of your time will be devoted to developing and executing client satisfaction tactics and strategies. Approximately (75%) of the time will be devoted to managing client relationships, cross sell / up sell Mood programs, program performance activities and marketing strategy and execution.
CORE RESPONSIBILITIES
- Fully accountable for a set portfolio of accounts associated to a particular vertical
- Build and maintain relationships with our clients that lead to the highest levels of customer satisfaction and retention as well as new business opportunities for both the client and Mood
- Actively manage corporate relationships on a day-to-day basis- keep them informed, engaged and satisfied – while coordinating with internal support teams to support the day-to-day transactions for each account
- Understand each client’s needs and goals and be able to match those needs to Mood products and services through upgrades, up selling, re-contracting, and additional Mood services
- Required to oversee and ensure all down-stream responsible parties (i.e. administration, operations, etc.) have all the necessary details to fulfill their obligations for new locations, re-contracts, cancellations, closures, etc.
- Educate clients on the benefits of Mood products and services and the integrated capabilities of the company through the compelling articulation of our business model and value proposition
- Collaborate with management to customized account plans for each client, outlining service delivery and revenue growth strategies
- Maintain and publish a quarterly portfolio health review for management to have clear visibility into the success and risk of the portfolio and accounts therein
- Detailed and required use of CRM tool to produce portfolio management reporting, pipeline, forecasting and potential churn of clients
- Find and close new revenue opportunities within an existing client base, collaborate with subject matter experts to maximize upsell/ cross sell opportunities with best practice point of view established by Mood COE and breathe of client engagement
- Provide client feedback back into solution development and COE organizations to aide in keep the voice of the client at the center of the development process.
KNOWLEDGE, SKILLS AND ABILITIES
- Six or more years of proven account management experience
- Demonstrated history of consistent client retention and building of existing client base
- High level of professionalism and ability to communicate at all levels of the client organization
- Ability to write and execute business plans, strategies and profiles
- Ability to solve problems quickly and effectively
- Ability to utilize creative skills effectively
- Superior organizational skills
- Advanced written and verbal communication skills
- Prefer experience with medium sized and Fortune 500 businesses
IDEAL CHARACTERISTICS
- Optimistic + Energetic
- Collaborative
- Focused
- Curious + Creative
- Detailed
- Resolute
- Critical
ACCOUNT MANAGER GOALS
Customer Satisfaction
- Drive to 100% customer success for your clients
Account Revenue Growth
- Drive account revenue retention to 100% for your clients
Cross-Sell
- Improve the total recurring revenue in your clients by >2% through cross-sales
E&L Sales Growth
- Drive profitable E&L sales to your clients
Account Retention
- Manage the renewal process for your clients to ensure timely contract renewal
Opportunity Management
- Manage all of you client solution opportunities in Sales Cloud; ensure Sales Cloud opportunities and client information is consistently updated
AREAS OF MEASUREMENT
- Retention
- Visual Growth
- E&L Growth and Margin
- Client satisfaction (internal and external)
- Decision-Making (get informed, make decisions… it’s ok to fail as long as you learn.)
- Work ethic and Value – (Go above and beyond to help out team workers, accomplish daily tasks)
- Business Knowledge – (Investigate and continuously ask questions)
- Sales Knowledge – (being a step ahead of the curve, intimate knowledge of sales needs)
- Confidence – (Demonstrate ability to handle unique situations within department company)
- Adhere to Company Mission/Values
California Disclaimer:
We process personal information (“PI”) of California job applicants in the human resources (“HR”) context. Mood Media may collect your PI directly from you, such as when you apply for a position or become employed or engaged by us (e.g., identification/identity data, contact details, educational and employment data), over the phone or through paper documents such as applications for employment and consents to perform employment screening, in our notes or records we create about you, from others through interactions in the course of employment or engagement, from third parties (e.g., references and recruiters), or from public sources of data. This notice is designed to meet obligations under the California Consumer Privacy Act, as amended by the California Privacy Rights Act (together, the “CCPA”).
