The Account Executive is a customer facing role which is responsible to engage, retain, expand and drive customers' understanding of UL's solutions. They will assure the client is fully aware of UL Compliance To Performance's diverse consulting and enterprise technology offerings to help assure clients' compliance with global regulatory requirements, develop high quality processes and drive organizational performance. This is a highly visible enterprise-wide consultative customer advocacy role that requires experience in facilitating assessments of client needs and coordinating UL Compliance To Performance resources to meet that unique solution set. The Customer Success Manager works an assigned account group to appropriately manage existing clients, in conjunction with the Sr. Sales Executives. The Customer Success Manager is responsible for managing the client's post-sale experience from implementation, adoption through expansion. The Customer Success Manager will also, at times, take on projects internal to UL Compliance To Performance, designed to increase the company's effectiveness and efficiency in the marketplace.
Essential Duties and Responsibilities include (but are not limited to) the following:
Develop account roadmap jointly with sales, delivery and client, including "face off" strategy.
Coordinate closely with implementation teams to ensure successful project implementation.
Steering committee meeting during implementation startup.
Monitor SOW scope.
Triage & Traffic all scope and contract questions.
Work with PM's to police scope and confer with teams on projected scope changes.
Get price & approval for any scope changes.
Monitor contract renewals.
Work renewal scope with AD, co-present 90 days before anniversary date.
Schedule regular customer follow ups.
Maintain regular status report covering all account management issues/topics.
On-going point of escalation for client non-technical issues.
Conduct customer satisfaction surveys 1-2x a year.
Ensure customer presence at scheduled functions (Knowledge Summit, Webinars, etc).
Identify customers for Customer Advisory Board.
Provide feedback on enhancement requests to Product
Keep SalesForce.com updated for all account activities, opportunities and general account information.
Act as a trusted advisor and sounding board for customer.
Proactive, hands-on approach to achieve a high level of customer satisfaction.
Maintain complete understanding of the business practices in their market area and internal decision-making process.
Maintain a thorough understanding of UL's services.
Understand regulations governing their market area clients.
Maintain thorough understanding of their market area's development processes.
Maintain good understanding of technologies used in their market area's development process, such as document management systems, data management systems and manufacturing systems.
Leverage existing network of client relationships.
Assist Sales Executives develop client-specific solutions based on client needs.
Help prepare contracts or work orders for customer and gain approval.
Stay abreast of competition and forward intelligence on to the company.
Keep updated CRM system (currently SalesForce.com) in a timely and professional manner
Complete all weekly and monthly reports as required by management.
BA or BS degree or if not degreed, equivalent experience.
At least two years of proven success in Key Account Management in one or more of the following industry - SaaS solutions, learning management systems, life science, medical device, medical technology or pharma with strong emphasis on relationship management and consultative sales.