Description
Job Description:
The 3E Retention Account Manager will be responsible for managing and nurturing Elite’s existing 3E customer base to ensure high levels of satisfaction and retention. The ideal candidate will have a strong understanding of Elite’s solutions, the legal industry, cloud services, SaaS business models, and account management strategies.
What you'll do:
- Develop and maintain strong relationships with a large portfolio of existing customers.
- Monitor and validate all 3E and ESU renewal dates and amounts in Salesforce.com.
- Maintain and report on a pipeline of opportunities, client renewals/contracts, and up-to-date forecast.
- Meet and exceed 3E retention goals and booking targets.
- Monitor customer usage via monthly audits to identify opportunities for timekeeper upgrades and module add-ons.
- Process customer service transactions, or request for proposals (RFS).
- Resolve customer support and service issues.
- Assist the collections team with outstanding AR and invoice issues.
- Conduct regular check-ins and business reviews with key accounts.
- Track software versions installed at each customer.
- Monitor when 3E cloud and on-prem solutions go live.
- Gather customer feedback and work with the product team to guide future product developments.
- Understand customer needs and objectives to align our software and services accordingly.
What you'll need:
- Develop and maintain strong business, marketing, or a related field.
- 7+ years of experience in account management / sales preferably in the cloud/SaaS industry.
- Proven track record of maintaining and growing customer accounts.
- Strong communication and interpersonal skills.
- Ability to analyze data and usage patterns to inform decision-making.
- Experience with Salesforce.com and account management tools.
Benefits:
- Competitive Compensation Package (Base - $142,000 to $152,000 + variable compensation)
- Comprehensive Healthcare Coverage (Health, Dental, Vision)
- Retirement Savings Plan with an Employer Contribution
- Professional Development Opportunities
- Time Off
- Wellness Initiatives
