Client Account Manager

Mission:

We are seeking a highly motivated and customer-centric Account Manager to join our team. As an Account Manager, you will be responsible for building and maintaining strong relationships with our clients, ensuring their satisfaction with our services, and driving business growth through onboarding, upselling, and cross-selling opportunities. You will serve as the primary point of contact for our clients, addressing their needs, resolving any issues, and ensuring exceptional service delivery. The ideal candidate will have excellent communication skills, a strong sales acumen, and a passion for providing exceptional customer experiences.

Scope of Work:

This role is the first line of customer service and client onboarding/retention. They are first to respond to emails, phone calls, and text messages. The expectation is the client's concern should be handled in a single interaction whenever possible. Ongoing education will be provided to better assist the client experience.

Primary Responsibilities:

• Client Relationship Management:
• Learn and maintain knowledge of all service offerings and processes.
• Build and nurture long-term relationships with clients, acting as their trusted advisor and main point of contact.
• Conduct regular check-ins with clients to understand their needs, assess satisfaction levels, and identify opportunities for service improvement.
• Proactively address client concerns and resolve any issues in a timely and professional manner.
• Maintain ongoing open channels of communication with internal teams to ensure seamless service delivery and client satisfaction through detailed notes.
• Business Development:
• Onboard new leads using a thorough understanding of our service lines, pricing, features and benefits.
• Identify upselling and cross-selling opportunities within existing client accounts to drive revenue growth.
• Present additional services and solutions to clients based on their specific needs and goals.
• Account Planning and Strategy:
• Develop account plans and strategies to maximize client retention and expansion.
• Conduct regular account reviews to assess accuracy, performance, revenue value, and identify areas for improvement to propose actionable solutions.
• Stay updated on industry trends, market conditions, and competitive landscape to provide valuable insights to clients.
• Sales Forecasting and Reporting:
• Track and analyze key sales metrics, including revenue growth, client retention, and client satisfaction.
• Provide timely and detailed reports on account activities, opportunities, and challenges.
• Customer Service Excellence:
• Ensure high levels of customer satisfaction by promptly addressing client inquiries, concerns, and feedback including after standard business hours as necessary.
• Advocate for the client within the organization and ensure their needs are met effectively.

Job Requirements:

• High-energy and upbeat personality
• 50 WPM or higher
• Proficiency in Microsoft Office/Google Suite/CRM software and other sales tools.
• Must be able to pass a criminal background check.
• Bi-lingual is a plus
• 45 hours per week. Some seasonal demands will require 60 hours.
• Must have a designated work space and high speed internet access at home
• Bachelor's degree in business administration, marketing, or a related field (preferred).
• 3-5 years experience in account management or sales roles, preferably in the home services industry.
• Strong interpersonal skills and ability to build rapport with clients.
• Excellent communication and presentation skills, both verbal and written.
• Demonstrated ability to understand client needs and propose suitable solutions.
• Results-oriented mindset with a track record of meeting or exceeding sales targets.
• Strong organizational skills and ability to manage multiple client accounts simultaneously.
• Familiarity with home services industry trends and best practices.

Working Conditions

The Client Account Manager is a remote position that may require in person training at our office in Anna Tx. After training and with proven understanding of the position and requirements, the position will be remote hybrid with 20-30 hours a week in office. Must be able to lift at least 25 lbs. They are sitting for the majority of their shift. A shift will vary between 7am and 9pm, based on seasonal demands and may require additional weekend hours.

Job Benefits

• Salary plus commissions and bonus structure
• Phone allowance.
• Computer provided (as needed)
• Health, dental, and vision benefits available after 60 days.
• 401k
• PTO
• Hybrid WFH

Job Expectations

Our organization has created a strong reputation for providing well above average customer service for many years. This position requires an individual to not only maintain this reputation but help it improve by building relationships with their assigned clients and following process and procedure with every client interaction, with an understanding of the high value and importance of this role.

Join our team and play a crucial role in driving client satisfaction, business growth, and the success of our home services company. Apply now and be part of a dynamic and customer-focused organization!

Job Type: Full-time

Pay: $35,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Cell phone reimbursement
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance
• Work from home

Experience level:

• 2 years

Supplemental pay types:

• Bonus opportunities
• Commission pay

Work Location: In person

Salary : $35,000 - $45,000