Job Description

Account Manager - Client Experience

The Account Manager Client Experience is the client's first point of contact with the company to exceed client expectations, build client loyalty and expand the client relationship, long term. This role is responsible for achieving assigned client experience objectives. They represent the entire range of company services to assigned clients, while leading the client account planning cycle and ensuring assigned clients' needs and expectations are met by the company. The Client Experience Account Manager is responsible for providing comprehensive reports on client sales and strategy including, but not limited to, Client touch program execution, measuring quality assurance on a quarterly basis, developing and presenting monthly and quarterly metrics and the renewal / retention growth of national accounts.

Essential Responsibilities:

Main point of contact for the client, internally -work with sales associate Managing client contract Establishes productive, professional relationships with key personnel in assigned customer accounts. Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers' expectations. Meets assigned targets for profitable sales volume and strategic objectives in assigned accounts Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for a one and three-year period. Proactively assesses, clarifies, and validates customer needs on an ongoing basis. Create quotes for new/additional work for client base, build price books, and execute new proposals. Manage order cadence and fulfillment for all orders under account purview. Investigate clients' requests. Always strive to provide exceptional client experience and manage client expectation. Make sure all deliverables arrive in good order, on time, and fulfill customers' requirements. Set up KPIs and keep track of key account metrics. Communicate the progress to both internal and external stakeholders. Collaborate with our team to achieve sustainable growth and development.

Top Characteristics:

Detail oriented, analytical and inquisitive. Ability to work independently and with others. Able to adjust to new information, changes in project scope, and evolving business needs. Extremely organized with strong time-management skills. Possess strong problem solving, critical thinking and process improvement skills. Proactive in identifying opportunities for improvement and taking the lead on projects and analysis. Demonstrates initiative and works well under pressure. Strong technology, analytical and communication skills are must-have traits.

Requirements:

BA degree in a related field or the equivalent work experience. A minimum of 3+ years of client service experience A minimum of 3+ years of complex sophisticated solution selling with a sales cycle of 3-6 months or longer and average deal size in excess of $50,000 including significant license and services components. Extensive experience selling to multi-channel retailers, multi-divisional, inter-agency teams and "C" level buyers (CEO, CMO, CIO, CFO, Department Directors, etc.) Microsoft Office Suite, Outlook, Excel, Word, PowerPoint, Corrigo, ServMan, Freshdesk, CRM

About SOLID Surface Care, Inc.

Founded in 1996 in Charlotte, NC, SOLID Surface Care, Inc. is the nation's largest self-performing facility care company. SOLID is revered for its breadth of science-based cleaning, enhanced disinfection expertise and world-class specialty surface care. We are passionate about being environmentally conscious with our methodologies and extending the life of every surface. Our well-trained teams deliver the highest level of cleaning, disinfecting, restoration, and maintenance for all hard and soft surfaces, while providing best-in-class client experience.



At SOLID, we care for our people by offering challenging opportunities, career advancement paths, competitive benefits, and flexible schedules. We are committed to developing expertise in all we do and seek excellence in one another and every surface we touch. SOLID's dynamic leadership team and colleagues promote a supportive, respectful open-door culture and strive to achieve the most effective ways to work with and care for each other.