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ACCOUNT MANAGER (AM)
Reports to: Sr. Director of Client Services
Location(s): Chicago, IL
Company:
SpringCM, based in Chicago, is the leading on-demand (SaaS) enterprise content management (ECM) provider, helping companies of all sizes automate their document processes, improve communication, and collaborate, both inside and outside their company walls. SpringCM meets the real need of businesses to manage the explosion of documents and other content types – offering an integrated solution for content capture, storage and search, with complete collaboration, workflow, and document process automation capabilities. Today, customers such as Avon Products, General Electric, and Cox Communications are utilizing SpringCM's unique solution to solve their document management and workflow needs. For more information, visit www.springcm.com
Description
The Account Manager is responsible for assisting our customers establish and maintain a high level of utilization of the SpringCM system, customer retention and for the identification of new business opportunities in those accounts. The AM will work closely with the sales team to ensure a seamless hand-off from sales to client services after the sale is complete and is also responsible for coordinating all on-ramping activities, including coordinating on-ramping activities, professional service engagements and training.
The account manager must be able to understand a broad range of customer use cases across industries and functional areas as well as Spring CM’s product capabilities. With this understanding the AM will engage with customers through a variety of means and educate them as to how to get the most from their SpringCM implementation. When a new selling opportunity is identified, the AM will work with the Sales Manager for that account to up-sell or cross-sell this new opportunity. If specific bug fixes or enhancements are required for a customer to fully utilize SpringCM, the AM will be the customer advocate inside SpringCM for those features/bug fixes (and as such will be involved with the product committee process in the Company). Success of this role will be measured by the activity rate of customers, renewal rates, new opportunities discovered and closed, and the overall expressed customer satisfaction.
Responsibilities:
o Establish strong relationships throughout the clients’ organizations.
o Evaluate current client use cases against business goals and make recommendations for more effective use of SpringCM at the client site
o Take responsibility for day-to-day account management, identifying adoption and usage issues and resolving them for the client in an efficient and effective manner
o Ensure that clients are aware of new and underutilized features and provide feature introductions and training opportunities primarily via webcasts.
o Ensure that critical client specific feature enhancements and bugs are properly understood inside SpringCM and therefore prioritized properly balancing client needs against new business needs.
o When a new opportunity is uncovered at a client site, alert the appropriate sales manager and support the sales process resulting in new subscription/service revenue to SpringCM.
o Work with the Client Services, Sales, and Professional Services Teams to create and implement client specific strategies and action plans
o Facilitate the involvement of other functional groups (Product Management, Executive, Customer Service, Engineering, etc.) with the customer to ensure success. Take a lead role in developing and implementing ongoing relationship policies, procedures and best practices.
o Support the Sr. Director of Client Services is creating and launching customer programs to promote community, adoption and retention.
Qualifications:
o 5+ yrs of account management or related experience required
o Ability to build relationships effectively over the phone with a wide variety of people ranging from senior executive to line workers
o Ability to understand business processes and the application of document management and workflow technology to those processes
o Proven track record retaining and growing accounts through proactive service and management
o Proven ability to understand the business needs and objectives of large complex corporations.
o Demonstrated knowledge of and experience with strategic account management principles
o Excellent communication and presentation skills
o Strong attention to detail and ability to work independently
o Experience in document management, workflow and/or collaborative technologies is required
o Proven ability to thrive in a start up environment and exhibit desire to thrill customers
Salary: Commensurate with experience
Submit your Resume: Send resumes to CSjobs@inbound.springcm.com. Only resumes accompanied by a cover letter will be considered.
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