Four Winds Interactive seeks a Key Account Manager I to work with the Customer Success Team. This position will build productive internal and external relationships, handle customer problems of a moderate scope, exercises judgement within defined procedures to determine the appropriate action, and ensure the customer is satisfied with company projects and services. The Key Account Manager will focus on reducing customer churn on existing accounts through retention and sales strategies in order to drive account growth. The Key Account Manager I will report to the Manager Key Accounts Team and this position is not a management position.

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

Responsibilities

• Work closely with Operations and Sales to support the end-customer
• Assist in overseeing the day-to-day relationship with the client, including account management and retention
• Ensure that schedules and budgets are met according to contractual agreements
• Problem solve with existing customers to reduce customer churn for the purpose of retention, upselling, and account growth
• Restructure customer’s contracted services in pre-defined packages to facilitate win-back and retention with limited negotiation and flexibility
• Consult with other team members (project management/services/customer care) to be sure mutual objectives are met
• Focuses on significant, large strategic customer accounts (Named Accounts)
• Sell and close opportunities when needed
• Onboard new customers
• Owner of the customer account record and responsible for the account planning
• Customer facing point of contact, and proactively reach out to customers via phone and email
• Project manage all customer escalations
• Audit Tech Support case history and case duration, and send monthly reports (RMM/Other)
• Proactively review accounts for AM/SaaS renewal and recurring services renewal
• Perform Quarterly Business Review with accounts, and send quarterly customer success publication
• Provide basic training on FWI software and FWI Store/Configuration
• Up to 25% travel for on-site customer visits
• Other duties as assigned

Qualifications

Education & Experience:

• Bachelor’s Degree, or equivalent experience
• 4 years relevant experience

Required Knowledge, Skills and Abilities:

• Exceptional communication skills (in person, telephone, and writing)
• Ability to collaborate well with internal and external partners
• Highly organized with the ability to manage a group of accounts and produce real results
• Able to handle large quantities of information while maintaining a high level of accuracy
• Proficient working with various online technologies, browser-based software, MS Office suite, and Google Docs
• Some experience using Salesforce.com or other CRM administration

Desired Skills Knowledge, Skills and Abilities:

• Experience working in a SaaS environment.