Account Manager, Software: SaaS/OnDemand – Work from home opportunity 

Background: Clicktools provides industry leading on demand tools to build, deploy, analyze and act on feedback. Clicktools differentiation is based around integrating feedback with the leading SaaS CRM providers including Salesforce.com and Oracle CRM OnDemand (Siebel). We operate in a business to business environment and our customers range from SMB to Blue Chip companies. We are seeking a technically savvy; customer focused Account Manager to join our team.

The Account Manager will be responsible for cultivating and expanding relationships with current clients, gaining intimate knowledge of their business needs and acting as a liaison between the client and sales/support. He/she will identify clients’ needs and requirements in order to define the scope of solutions to meet and exceed client expectations. The ideal candidate will be well versed in technology and have a proven track record of identifying sales opportunities within existing accounts.  He/she will be adept at problem solving and be able to explain technical concepts to non-technical people in an easy to understand manner.  To be successful, the Account Manager will be well organized and detail oriented with superior customer interfacing skills.  He/she must be able to multi-task and prioritize. He/she will have a strong understanding of CRM tools and ideally Customer Feedback programs with a keen interest in providing technical solutions to meet business needs. 

The Account Manager possesses a range of capabilities in order to perform a hybrid role of account representative, client liaison and technical support, this is a great opportunity for a motivated candidate with a positive, can do attitude.

This is a home-based position reporting remotely to our VP of Sales. 

Primary Responsibilities:

·         Manage an assigned portfolio of existing clients

·         Ensure clients are successfully using Clicktools products by working with clients to understand business objectives and recommend strategies to achieve those goals

·         Develop strong relationships with clients to protect ongoing revenue stream and identify upsell/cross-sell opportunities 

·         Consistently achieve and surpass quarterly quotas through additional products & services and renewing customer contracts

·         Provide insight on clients’ needs to internal teams on a regular basis; represent clients’ views, requirements and experience throughout the organization

·         Assist in design and implementation of customer solutions to include gathering business requirements, identifying needs and developing program scope

·         Coordinate day to day activities in support of client

·         Use salesforce.com to record and maintain daily customer activity

Qualifications and Requirements:

·         BA/BS required

·         3-5 years experience in account management or client services within technology environment

·         Proven track record of meeting and exceeding quotas and goals

·         Excellent verbal and written communication skills – must be good on phone

·         Strong listening skills, consultative selling practices and exploratory info gathering skills

·         Excellent time management and follow up skills

·         Excellent PC and Internet skills, including proficiency in all MS Office applications, web meeting tools and  salesforce.com – disciplined in capturing all communication and notes

·         Must be extremely organized and detail-oriented

·         Ability to work tactfully through challenging client issues

·         Knowledge of CRM & on demand software, experience with survey & customer experience/customer feedback and/or a salesforce integrated product a plus

·         Desire and ability to embrace new technologies and become proficient quickly.

·         Highly motivated and self-directed with the ability to work well both independently and as proactive team member – must be able to work and report remotely to supervisor.

·         Problem solver who takes initiative to get things done; an enthusiastic go getter!

·         Sense of humor a must