Customer Account Manager

USA-Remote

Title

The Customer Account Manager is responsible for the retention, health and growth of customers in the post-sale lifecycle.  The CAM acts as the primary contact to the assigned customer and represents the customer’s needs and drives success by assisting in realizing their goals with K2. The CAM also act as a liaison with within K2 help the customer realize ROI.  The CAM role focuses on assigned medium to large accounts.

Responsibilities

  • Manage and track handover and onboarding of new customers at the end of the pre-sales lifecycle
  • Guide and assist new customers to realize first value within pre-defined expectations
  • Understand and define an approach to accomplish the customer’s business goals
  • Identify and grow customer champions
  • Act as an extension of the customer, be a proactive evangelist the customers objectives within K2
  • Actively support the customer by aligning activities/ K2 resources on behalf of customers
  • Serve as the escalation point for customer to support alignment with first project goals
  • Drive quarterly reporting with customers, measuring business value, penetration, usage, and adoption
  • Source, document and evangelize customers first success stories within K2
  • Evangelize customer feedback for ongoing improvement of K2 products and services
  • Own the assigned target for upsell and cross sell opportunities within the assigned account base
  • Own renewal target and actively drive retention within assigned accounts
  • Collection of Usage Data for economic growth, proactive account management and marketing
  • Travel may be required

Qualifications

  • Fanatical about driving Customer success through value creation
  • Proven results managing C-Level customer relationships and achieving objectives of customer account plans
  • Proven client development and selling SaaS products associated with workflow or BPM and cloud services
  • Proven experience migrating customers from on premise to cloud
  • Understanding of the software development life cycle (SDLC), change management and project management
  • Business process/workflow analysis and/or training experience
  • Project management and mentoring experience
  • Strong in-person and written customer communication skills
  • Proven ability to interact and communicate with individuals at all levels of the organization
  • Ability to prioritize work assignments and shift work efforts based on the needs of the department or business goals
  • Ability to work independently and be self-motivated
  • Ability to work effectively in a distributed team environment