Enterprise Relationship Manager
About Procare
Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and unparalleled service. Procare Solutions is the number 1 name in childcare software – used by more than 30,000 childcare businesses across the country. For over 30 years, childcare professionals have looked to Procare to provide real-time information for making critical decisions, maintaining compliance with local and state regulations, and adhering to business best practices. We make childcare management run smoothly, so that our customers can spend more time focusing on the kiddos, not back office administrative duties.
A Little About the Role
The Enterprise Relationship Manager will help support Enterprise (centers with 10+ locations) childcare organizations from post acquisition through successful onboarding/installation. This person is extremely customer focused and will be the point-of-contact for all needs of the customer post close, including the successful outcome of new customer software installation, ensuring awareness of Procare Support offerings and additional services. This person will provide excellent customer service and builds a positive relationship with our Enterprise customers.
Requirements
What you will do
- Establish and manage an advisory relationship with Enterprise clients to address concerns, sell additional products and services to meet their operational needs
- Review product and service performance with clients to ensure adoption and satisfaction
- Coordinate client training to educate users and optimize the utilization and effectiveness of Procare's products and services
- Achieve established performance and sales expectations. Own overall relationship with assigned Enterprise clients, including: New sales, increasing adoption, ensuring retention and satisfaction
- Establish a trusted/strategic advisor relationship with each client and key personnel and drive continued value of our products and services
- Develop, prepare, and nurture the customer for advocacy and reference-ability
- Work with clients to establish critical goals, define KPI’s and aid the client in achieving those goals through Procare products and services
- Facilitate client satisfaction surveys and reviews
- Advocate client needs/issues cross-departmentally, manage and resolve disputes and lead communications
- Liaising with internal departments and key client personnel to ensure needs are fulfilled effectively – primary point of contact for Support, Billing, Product
- Conduct business reviews with clients to ensure satisfaction with products and services
- Participate in regularly scheduled client meetings to build and maintain relationships with existing accounts
- Update CRM/BAM with all activity/opportunity/correspondence for maximum visibility and transparency across the organization
- Lead special projects for clients as needed.
Our Ideal Candidate Will Have
- Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, or relevant role
- Salesforce, CRM experience
- Excellent verbal and written communication skills
- Excellent organizational skills and attention to detail
- Strong relationship management skills
- Strong analytical and problem-solving skills
- Proven history of building relationships with C-Suite level executives
- Proficient with Microsoft Office Suite or related software
- Minimum 3 years in an account management role that includes maintaining the customer relationship
- Self-motivated, enthusiastic, and positive demeanor required
Benefits
Why Procare?
- Excellent comprehensive benefits packages for full-time employees, including: medical, dental, & vision plans- choose the plan best for you
- HSA option with employer contributions of $50/mo
- Medical, Dependent Care, and Transportation FSA Plans
- Company paid Short and Long-Term disability and Life Insurance
- Vacation time, holidays, sick days, volunteer & personal days
- 401K Plan with employer match and immediate vesting
- RTD ECO-Pass for all Denver employees
- Tuition Reimbursement up to $2,000/year
- Casual workplace environment
- Promote from within
- Prime downtown location close to restaurants and entertainment
Salary
$60,000 - $100,000 DOE
Location
This position is based in our downtown Denver office. We are currently in a flexible hybrid in-office/remote working model based on local COVID-19 health regulations and business needs. While we are mainly working remotely now, this will eventually be an in-office position and candidates must be willing and able to (eventually) work from our downtown Denver office.