What are the responsibilities and job description for the Account Manager position at ZOLL Data?
Account Manager Job Description
As an Account Manager (A.M.), you will serve as the primary liaison between our customers and ZOLL's internal teams, advocating for and embodying the voice of the customer. AM's manage a designated set of customers (appx. 125-200) within a geographic territory. The Account Manager works under the direction of the Manager, EMS Account Management within the Sales team.
Responsibilities:
Be a dedicated and responsive advocate for our customers, guiding them to the appropriate resources within ZOLL.
Develop and maintain a comprehensive understanding of internal teams including Product, Support, Finance, Implementation, Marketing, IT/Professional Services, Legal, Contracting, IT App Hosting and more.
Prevent churn by engaging with customer stakeholders to ensure satisfaction and success.
Understand your customers' needs while driving product adoption.
Develop an advanced understanding of the EMS industry, including its unique needs and business challenges.
Acquire a strong understanding of the functionality and business uses of ZOLL Data's products including SaaS-based and Enterprise/On Premise dispatch, electronic patient care charting, and billing software.
Collaborate with Sales Territory Managers to identify additional upsell/cross-sell opportunities.
Own renewals for current ZOLL customers and assist with sales efforts, including promoting product conversions and processing renewal contracts.
Prepare sales quotes and negotiate contracts within specified authority.
Triage inbound support and product escalation requests from customers, following up internally and with the customer as needed.
Nurture customers to become referral/reference accounts.
Gather product-related feedback from customers and report it back to internal stakeholders.
Consistently monitor customer sentiment; reporting concerns to internal stakeholders.
Establish and help execute an action plan to improve the health of customer accounts.
Become knowledgeable of all ZOLL Medical products through TOZA (The One ZOLL Advantage).
Collaborate with Sales Engineers and Territory Managers to coordinate/schedule product demonstrations.
Manage and report on activity in review meetings with management.
Maintain accurate records of all customer data and associated activities in Salesforce.
Host Executive Business Reviews with customers - remotely or on-site.
Required Skills:
Ability to communicate effectively and credibly influence individuals at all levels, including IT professionals and C-Level employees.
Capacity to be highly responsive to customer needs.
Consistent commitment to achieving annual sales-related and churn goals
Exceptional organizational skills.
Demonstrated ability to effectively juggle multiple projects and tasks within a given workday.
Ability to manage and prioritize competing priorities between Territory Managers, customers and ZOLL Data Leadership.
Strong attention to detail.
Excellent presentation, listening and communication skills - both verbal and written.
Required Qualifications:
2 years' experience in a customer facing role, preferably in account management, customer success, customer support, project management or sales
Preferred Qualifications:
Current or prior work in EMS - EMT, Paramedic, Dispatcher or another equivalent.
Experience using Salesforce.
Experience using Jira.
Experience with Microsoft Office 365 Suite
Travel:
Approximately 20%, including ZOLL Annual Sales Meeting, ZOLL Mid-Year Sales Meeting, Semi-Annual Team Meeting, on-site customer visits as needed, and training events/conferences as needed/directed.
Compensation:
Base salary 70K-80K (~65%) monthly and annual commission/bonus based on performance (~35%)
If you would like to be considered for this role, we are asking that all applicants please apply by the end of the dayon Tuesday, February 6th.
Perks & Benefits:ZOLL provides a casual work environment, competitive salaries, and a compensation structure that rewards contribution and hard work. Additionally, we have stocked kitchens, free daily organic fruit delivery, on-site fitness center, on-site cafe, dry cleaning service, social events and much more! Our full benefits package includes 401(k), medical, dental, vision, life, AD&D, flex spending accounts, STD/LTD and tuition assistance.
ZOLL appreciates and values diversity. We do not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, gender identity, genetic information, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.