Account Manager

Greater New York City Area Full Time

Electric IT makes managing IT easy for small and medium sized businesses. IT Management for you, real-time support for your team.

Job Description

As an account manager at Electric, you’ll be in charge of establishing positive and productive rapport with our largest customers, working with our internal teams to develop repeatable processes, and own a book of business that will grow substantially over time. This is a phenomenal opportunity to take on business-critical responsibilities for a fast-growing NYC startup!

Responsibilities

Manage weekly, monthly and quarterly customer health metrics and devise action plans required to hit agreed-upon customer satisfaction goals
Proactively identify customer needs and develop / implement repeatable action plans that can be used across the entire customer-base
Work directly with customers to resolve service quality issues, and communicate suggestions and changes internally for implementation
Report back to company leadership on key KPIs and benchmarks. Aid in the ongoing development and management of new KPIs.
Interface with both product and operations teams to assist in the product development cycle.
Directly responsible for overall revenue, retention and NPS within your book of business

Requirements

Proven ability to multi-task and make clear, thoughtful decisions with many things going on at once
A motivated self-starter, with proven abilities to take ownership of difficult projects and see them through to successful completion
Great attitude with an emphasis on teamwork and problem-solving
Familiarity with B2B software, business operations, basic customer-facing rapport-building skills is a must
Outstanding written and verbal communication skills
1-3 years of relevant account management experience
Bachelor's degree from four-year university
Previous customer support, sales or technology experience a plus