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Account Manager

Greater New York City Area Full Time


What if software could learn to identify high-quality work and manage the people who perform it? WorkFusion was born out of research that co-founders Max Yankelevich and Andrew Volkov sponsored at MIT’s Computer Science and Artificial Intelligence Lab (CSAIL) WorkFusion creates technology that makes economies work. The rapid rise of AI and automation, along with the changing roles of people in the workforce, have created both complexity and opportunity for individuals, businesses and entire countries. Our company’s purpose is to reduce this complexity and help our customers exploit the opportunity through products that pair people with intelligent software robots. WorkFusion is headquartered on Wall Street in New York City with teams throughout the U.S., Europe and Asia.


Job Description

The Account Manager is a strategic, results-oriented leader who is responsible for managing WorkFusion accounts through a customer journey from investment to implementation, ROI and automation maturity. A trusted advisor to our customers, the Account Manager builds strong partnerships within the customer organization, drives adoption of our products/solutions, and ultimately ensures they realize value from their investment. Account Managers work closely with the customer to devise strategic plans and oversees the follow-thorough, utilizing the wider WorkFusion team as necessary. The Account Manager is accountable for the Customer’s overall success with WorkFusion, including renewals, adoption of WorkFusion solutions, customer health, and satisfaction. Ultimately the mission should be to grow and/or sustain the account for which he or she is responsible. The Account Manager reports to the Chief Operating Officer or someone he/she designates.


Responsibilities

Customer Partnership: -Build and maintain a trusted advisor relationship with customer stakeholders and executive sponsors by providing actionable insights that enable them to capture the full value from WorkFusion products -Foster innovation sharing best practices and new ways customers can mature in their automation journey and leverage WorkFusion solutions -Provide continuous analysis of customers’ needs and promote upgrades and/or additional features to meet their requirements -Be the voice of the customer internally at WorkFusion– sharing process improvements and asks back into the internal ecosystem -Ensure client satisfaction and engagement -Identify Customer risk and work with extended WorkFusion team to create and execute on “get well” plans -Identify and recommend training for customers in order to advance the adoption/establishment of an automation COE -Lead development and delivery of structured, metrics-driven quarterly business reviews -Travel up to 50% domestically and/or internationally as needed

Business & Financial: -Drive all financial aspects of the account, including P&L, forecasting, and leakage mitigation, towards designated targets -Drive WorkFusion platform adoption and in-turn incremental revenue through increased use -Collaborate in the negotiation, drafting and execution of SOWs, ELAs and other contractual agreements with customers -Ensure security compliance is understood and practiced by WorkFusion, partners and other contractors (including GDPR and other applicable privacy regulations)

Cross-functional team leadership: -Effectively network within accounts in order to achieve successful execution of the customer's strategy and roadmap -Supervise the timely and successful delivery of our solutions according to customer needs and objectives by coordinating with program management and delivery teams -Evaluate, coordinate, onboard and engage partner suppliers involved in WorkFusion implementation and delivery -Gather product and service feedback for use by other team members and inform the WorkFusion product roadmap -Communicate policies and oversee compliance in areas such as privacy, information security, and license usage

Program Management (as and when needed): -Develop customer governance model that aligns objectives to initiatives while ensuring customer success -Together with the customer develop a program roadmap that clearly articulates success criteria Facilitate overall execution of program and value delivery -Proactively track and report on all initiatives that make up the program -Facilitate the creation of a program roadmap, in close collaboration with the Customer and other relevant stakeholders -Facilitate the creation of project/program documentation

Minimum Qualifications/Experience: -Minimum of 8+ years of experience, BA/BS degree or equivalent required, MBA preferred -Strong analytical and problem-solving skills -Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnership -Demonstrated experience in delivering customer success
-Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations -Ability to prioritize, multi-task, and perform effectively under pressure


Requirements

  • Minimum of 10 years of relevant work experience
  • Experience working for a leading consulting organization or a software company
  • Successfully sold enterprise software as a solution or part of the overall solution into Fortune 500 companies
  • Record of meeting and exceeding sales quota (consistent top 20% performer)
  • Demonstrated strategic and analytical sales approach with focus on building relationships with client
  • Expert in stakeholder management and the ability to progress opportunities
  • Bachelor’s degree in business or related field
  • Preferred experiences in BPO, Analytics, Enterprise Software and Management Consulting