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Enterprise Account Manager

2 months ago

delhi, India Spendflo Full time
Key Responsibilities:
Develop and execute customer retention strategies to reduce churn and increase customer loyalty
Analyze customer feedback and data to identify trends, pain points, and opportunities for improvement
Collaborate with the sales, marketing, and customer service teams to align retention strategies with business goals
Implement targeted campaigns to engage at-risk customers and re-engage inactive customers
Conduct regular follow-ups with customers to ensure their needs are being met and to gather feedback
Resolve customer issues and complaints promptly and effectively, ensuring a positive customer experience
Monitor and report on key retention metrics and KPIs to track the effectiveness of retention initiatives
Provide personalized recommendations and solutions to customers based on their specific needs and preferences
Develop and deliver training programs to educate team members on customer retention strategies and best practices
Maintain up-to-date knowledge of industry trends, best practices, and competitor activities related to customer retention
Required Skills:
Ability to effectively demonstrate product features and benefits to clients
Exceptional interpersonal and customer service skills with a proven track record of managing and nurturing client relationships
Strong problem-solving skills and the ability to address client concerns with confidence
Ability to guide clients through procurement-related activities
Strong organisational skills and attention to detail
Knowledge of Service Level Agreements and their importance in account management
Excellent verbal and written communication skills
Proven ability to manage renewals and retain clients
Strong sales acumen with the ability to identify upsell opportunities
Prior SaaS experience is a must
3-5 years of experience in account management
This role is for the Americas region, so you must be willing to do US shift (PST timings). Prior Experience managing the region/US customers will be a plus. The role will be based out of India.