• Manager Account Management

    Job Locations US-CO-Denver
    Req No.
    2018-1606
    Type
    Regular Full-Time
    Travel
    Up to 25%
  • Overview

    We’re proud to be one of Built In Colorado’s top digital tech companies. At FWI, our culture is important to us. We are a diverse team of talented, passionate people who want to make a difference, but don’t take ourselves too seriously. If our core values speak to you, we want to meet you:

    • Bring your best self
    • See it
    • Own it
    • Crush it
    • Be Gracious
    •  

    Four Winds Interactive (FWI) seeks a Manager, Account Management to lead the Account Management teams. The Account Manager is the trusted client partner and is accountable to the client success as well as identifying future opportunities. This role will work directly with FWI clients and internal stakeholders to strategize, develop, onboard, upgrade, deliver and manage ongoing client operations that align with the client’s vision for visual communications.

    The Manager, Account Management works with sales, delivery, operations, product, software development, finance and accounting partners. The Manager, Account Management is accountable for optimizing client satisfaction and profitable growth for all accounts under their control.

    This role reports to the Sr. Director, Customer Engagement and will be interacting directly with customers, FWI executives and leaders of other departments. This role has significant impact on the client’s revenue generation, the customer experience and directly affects client retention.  This role requires service management, delivery, operations management expertise, technology savvy, time management skills, and exceptional attention to detail, teamwork, and excellent customer service and relationship management.

    All applicants must be authorized to work in the United States.

     

    The compensation package will be aligned to each candidate’s experience and qualifications. All applicants must be authorized to work in the United States.

    Responsibilities

    • Responsible for all performance management, issue escalation and process improvement
    • Owns all KPIs for the team and stretch goals
    • Manage the overall customer health for the largest segment of FWI customers
    • Reduce client churn and increase growth
    • Scale the account management function
    • Acts as an escalation point of contact for all named and pooled accounts as well as coordinating with the sales account executives, delivery teams and operations teams.
    • Responsible for creating and developing relationships with clients 
    • Deep passion for satisfying customer needs and achieving high user and business partner satisfaction, influencing decisions for the right solutions and balancing priorities across customer, business and technical needs
    • Identifies and manages risk; executes risk mitigation tactics and implements risk avoidance strategic planning
    • Identifies, manages, reports on, and resolves escalated issues 
    • Conducts stakeholder feedback sessions through calls and onsite visits as needed
    • Product Delivery and Operations
      • Coordinates with Product Team on enhancements and adjustments needed to the product suite
      • Assists in defining a portfolio of products that are repeatable and competitive in the market space
      • Assist in resource definition for forecasted product uptake by customers
      • Provides input into market pricing strategy for products via level of effort measurements from services organization
      • Escalates product issues to product group for revisions and adjustments as needed
      • Performs post product delivery lesson learned sessions to refine future product offerings and deliveries
      • Operates all services above Service Level Agreements
      • Escalation point for all named and pooled accounts
      • Applies continual improvement processes to increase client satisfaction and efficiency gains
    • Partnership with Sales:
      • Acts as a key internal advisor on current and future project feasibility and execution
      • Participates in and supports the sales process and approaches
    • Travels— 20-30%. This role does involve meeting with customers
    • This is a leadership position with management responsibilities

     

    Qualifications

    • Advanced knowledge of operations management methodologies, business relationship management and techniques with the ability to create a framework for clients that fulfills their needs
    • Excellent written and verbal communication skills
    • Excellent internal and external client relationship management skills and experience
    • Excellent attention to detail and strong detail-orientation
    • Strong ability to work in a rapidly-changing, matrixed environment
    • Excellent follow-up and follow-through skills
    • Independent, proactive approach coupled with openness to feedback and direction
    • Excellent organization skills
    • Strong comfort navigating in a sales environment
    • Strong skills in Microsoft Project, MS Office Suite, and Salesforce.com.
    • Technological savvy required across hardware, network, software and user experience disciplines
    • Innovation and creative thought required
    • Continuous improvement knowledge preferred
    • Advanced reporting analytics and evaluating effectiveness

     

    Helpful for Success:

    • B.A. or B.S. required or equivalent experience required
    • 5+ years of successful client facing relationship management and operations management experience, with increasing complexity, scale, and accountability
    • Demonstrated experience managing and growing a large client segment, minimum of 1,000 accounts, >4,000 preferred
    • Successful experience working with an operations focused team to deliver 24/7 mission critical services with stringent Service Level Agreements

     

     

    Please submit your application at: http://www.fourwindsinteractive.com/careers/

    Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status

     

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