What are the responsibilities and job description for the Account Manager position at Apogee?
We're Apogee. Nice to meet you. At our core, we're an IT-services organization that happens to focus on higher education. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets today's needs technology-savvy generation.
We work hard, celebrate success, and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.
Apogee is based in Austin, TX. This is a work from home job, but you will need to be based in the Southeast region of the United States.
The base salary range for this position is $70,000-$105,000 depending on experience.
Here’s your job:
1. Act as a single point of contact for assigned Apogee clients (typically IT executives at Universities).
2. Proactively manage the client’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met.
3. Promote and generate revenue growth, contract retention, and overall customer satisfaction
4. Serve as the conduit and escalation point for problem management of customer troubles and issues.
5. Provide focused contact and assistance to clients based on their needs
6. Negotiate and close renewal contracts with assigned schools
7. Negotiate and close contracts for additional services with assigned schools
8. Own and manage all customer communications or escalations pertaining to new orders, move/add/change orders, billing issues and any service related issues.
9. Collect and interpret service improvement root cause analysis (RCA) and corrective actions working in conjunction with the NOC and engineering and call center teams.
10. Collaborate with client Housing / IT team for the on-boarding and re-boarding of any client portal changes or needed documentation for the campuses.
11. Interface with internal and external customers towards effective management of a project or customer expectations. Work in harmony with Project Managers on implementation and guidelines outlined for every new install.
12. Ensure that the client and customer experience is at or above pre-established expectations based on direct customer feedback (such as end user student customer satisfaction survey results, stewardship calls, housing and Student Gov’t meetings, etc.)
13. Build excellent relationships with multiple customer tier contacts to optimize potential of extending/expanding existing contracts and securing referrals. Ensure we are not “single threaded” into our universities and colleges.
14. Request maintenance approvals from clients for Client Account Management assigned accounts.
15. Prepare monthly steward report data for Client Account Management assigned accounts.
16. Maintain client contact list for mailing and email distribution
You’ll love this job if this describes you:
- Teach and Enlighten. You have a natural ability to share new ideas with clients that enlighten them to a new way of solving their problems. You live for the “lightbulb” moment.
- Informed and Knowledgeable. Our sales environment is complex (very technical product portfolio and client dynamics) and you’re expected to be informed and knowledgeable to instill confidence in your solution.
- Attentiveness. You are dedicated to meeting the expectations of your external and internal customers. You’re able to build effective relationships, and your hard work typically gains you respect and the confidence of others.
- Clear Communication Skills. Your written and verbal communications are friendly, to the point, and professional. You have a natural, but realistic tone to your communication style, and you’re not afraid of tough conversations.
Salary : $70,000 - $105,000
