Major Accounts Executive
Major Accounts Executive
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1 Vacancy
Job Description
Major Accounts Executive
Location: Hybrid in office Orlando
Schedule: Full Time
Salary: $50k bonus
Reports to: Customer Care Team Leader
The primary focus of this position is to implement build and maintain a long-lasting relationship with our clients that ultimately results in customer success customer growth satisfaction and retention.
Major Accounts team members are responsible for the daily workflow of assigned accounts which includes but is not limited to the following duties:
- Report management
- Analysis of account performance
- Forecasting and tracking key account metrics
- Proactively building and maintaining strong customer relationships
- Salesforce administration
- Critical inspection of dealer internet site coding
- Effective management of dealer notes
- Serving as the primary point of contact for all communication between aE and client
- Building rapport with clients
- Proactively suggesting ways to improve the clients chat leads reporting and overall business
- Major account implementation
- Leverage professional and personal social media platforms (e.g. LinkedIn) to communicate engage and build relationships with key accounts and industry stakeholders. Actively promote company initiatives and foster meaningful interactions to enhance brand visibility and customer engagement.
Project Management
- Coordinate internal resources and third parties/vendors for the flawless execution of projects
- Ensure resource availability and allocation (for Example: Making sure development is aware of all requests and ensuring correct timeline to completion.)
- Manage changes to the project scope project schedule and project dates and ensure all projects are delivered on time.
- Successfully manage the relationship between the client and all stakeholders (For Example: If a new client requires special handling gather all information from the client and share with ActivEngage point of contact for correct training of chat agents.)
- Business and relationship growth measured by increase in account revenue from adding services and/or products that increase customer return.
This position requires someone who is willing to take the extra step in account management. The goal is to not only maintain the clients account but proactively try to improve the overall success of chat on their websites.
REQUIRED QUALIFICATIONS:
- ActivEngage CX team experience preferred not required
- Strong organizational skills
- Ability to multitask
- Ability to forge strong relationships
- Professional written and verbal communication skills
- Comfortable on screen and on the phone speaking with clients
- Sound judgment and decision making skills
- Acute attention to detail
- Team player
- Initiative
- Displays creativity
- Experience in Major accounts/ Account Management
- Time Management Expert
- Self-Starter
- M.A.E.s will be required to be on-site in Orlando 2 to 3 times per week
MAT Project Standards
The goal of the Major Accounts Team is to proactively inform customers of all service and technology advances and to be ahead of any issues that may arise by offering solutions to future issues.
- Agreements with regards to managed chat need to align with practices and processes already in place. No exceptions or alterations possible without approval from the Director of Messaging Operations.
- Messaging team should be given a minimum of three weeks time for training on any major account. Exceptions approved only through the Director of Messaging.
- Communication beyond Major Accounts team needs to first be had with Manager of the Customer Care team.
- Effective documentation is key.
- All implementations and major projects need to have a project tracking sheet that includes the stakeholders for each individual step. This will ensure all stakeholders are looped in for each change. This is more BD not Major Accounts
ActivEngage is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race color religion gender age national origin citizenship disability veteran status or any other classification protected by federal state or local law. ActivEngage promotes affirmative action for minorities women disabled persons and veterans.
Employment Type
Full Time
