Description (who you are):
As a member of the EarthSoft Account Management (Customer Success) Group, you will manage assigned existing client accounts to assess and maintain client satisfaction as well as long term account sustainability as a client in good standing. Work will be conducted via e-mail, telephone, the CRM system, and internet conferencing tools. Some travel may be required.
The goal of a successful Account Manager is to oversee the use and adoption of EarthSoft’s software and services for the clients you manage, build a relationship with the client and act as their trusted advisor. The Account Manager will use the internal CRM to record client meetings and feedback for process management, information collection and storage, and status reporting. An Account Manager is skilled at getting the best out of the accounts that they oversee. They oversee all account activities, document and update client satisfaction, and work with other departments within EarthSoft to find solutions and support for our clients.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
This job description is intended to provide a general overview of the position and does not encompass all tasks that may be assigned.
Responsibilities (what you do):
- Monitor Daily Assigned Account Help Desk Log for your accounts, accelerate responses as needed to leadership, advise management of key findings
- Lead routine calls with your assigned clients, record notes and action items and report in the CRM system (CRM); Follow up on those action items with the appropriate departments
- Manage the relationship with the client and all stakeholders (as applicable) by conducting regular meetings (via telephone (TEAMS and/or in person at times) in accordance with the Account Management Plan for all assigned client accounts
- Report personnel or project concerns to Director of Account Management as needed
- At time of renewal, help with annual review of the various agreements and documents to coordinate any changes with various EarthSoft Departments as needed
- Monthly or periodic account calls – support the escalations
- Conduct Bi-Annual Client Satisfaction Surveys and support other surveys or requests from our Product team asking for client feedback
- Get to know your clients more by understanding their goals, what they are using or not using, track and document staff movements and account news for consultants, labs, subs, etc.
- Help support and manage the Business Partner Program (BPPs) with other Account Managers
- Lab/Consultant Lineups – Help support the subcontractors
- Provide annual EQuIS roadmap updates supplied by the Vision team
- Assist in trouble-shooting client software issues; involve other product experts as needed
- Create and maintain comprehensive account documentation
- Support and/or Prepare account summaries and/or case studies for assigned accounts
- Support attendance and presentations for User Group Meetings and participating in the meetings were applicable. Participation may include suggesting agenda topics, engaging clients to present, or occasionally presenting
- Attend conferences and training as required to maintain proficiency, as directed
- Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Perform other related duties as assigned
Requirements (what you need/have):
- Strong client-facing and internal communication skills
- Strong verbal and written communication
- Strong customer service/support skills including active listening skills
- Ability to research and resolve account problems using a variety of resources and tools
- Proven task management experience
- High initiative with an ability to work with minimal supervision
- Able to manage and prioritize multiple tasks simultaneously
- Ability to work with deadlines
- Solid organizational skills including attention to detail
- Strong interpersonal skills and ability to work well with others
- Ability to work from home with access to a high-speed internet connection
- Strong working knowledge of Microsoft Office
- 3+ years of working directly with clients to build relationships, lead meetings, record meeting minutes and follow up on action items
- Bachelor’s Degree in Chemistry, Environmental or Geological Sciences (or similar), Computer Science, Engineering, or Geography with 3-5 years’ experience
- Knowledge of Environmental Data Management workflow is desired
- Familiarity and experience with EQuIS Professional, EQuIS Enterprise, and EQuIS EDP is a plus
- Knowledge and proven aptitude for problem solving
EarthSoft provides equal employment opportunities to all employees, consultants, agents, and applicants for employment without regard to any legally protected status such as race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.
Pay: From $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Education:
Experience:
- Customer relationship management: 3 years (Required)
Work Location: Remote
