Senior Account Manager
REMOTE (US based) | Full-time
The Senior Account Manager serves as the primary point of contact for Digital Onboarding’s customers. Key responsibilities include guiding the customer through the initial launch process to begin using the Digital Onboarding platform, expand usage by adding additional campaigns and use cases, and nurture the relationship via ongoing dialogue and meetings to review account standing and keep abreast of the customer’s strategic priorities. Additionally, the Senior Account Manager will maintain or grow total annual recurring revenue for a portfolio of customers.
All efforts will reinforce the value and effectiveness of using the Digital Onboarding platform to create, personalize, and optimize customer lifecycle communications at every stage.
Key Responsibilities
Account Management
- Develop a trusted, loyal customer relationship by establishing a strong rapport with platform users and key stakeholders.
- For new customers, be an active participant with the implementation process. Chief responsibilities include informing internal resources to develop appropriate campaign content, correctly enabling related platform settings, gaining final customer approval and completing a pre-launch checklist.
- Post-launch, drive campaign expansion by creating a strategic based, “roadmap” in concert with customers. Conduct in regularly scheduled status calls with customers to keep campaign expansion plans on track. Update the plan as needed, minimally once a year.
- Prepare and present business reviews (typically annually), demonstrating an understanding of customers' strategic goals, analysis of current platform use and results and recommendations for optimizing current campaigns and future projects.
- Identify, present and close sales opportunities to expand relationships (additional annual recurring revenue).
- Manage customer relationships to ensure customer satisfaction, platform advocacy, and successful renewal of contracts.
Platform Proficiency
- Be efficient in creating and editing customized Digital Onboarding campaigns - microsite pages, emails, and text messages.
- Conduct platform training to encourage self-service among our customers. Help customers understand how to fully leverage the Digital Onboarding platform capabilities to drive success and educate them on best practices.
- As a stakeholder in the product development process, offer insights relating to customer platform use and enhancement requests.
- Be an expert in new product releases - both the inherent functionality and communicating/training customers on new features.
- Obtain a basic understanding of technical features such as data ingress methods, webhooks, email configuration, etc.
Departmental Participation
- Maintain accurate and timely status reports on all customers in order to update COO on a weekly basis.
- Maintain and update customer records within CRM (Salesforce).
- Help in crowd-sourcing ideas, content, trends, campaigns, platform solutions as it relates to supporting our customers and company-at-large.
- Contribute and collaborate in department efforts relating to reference requests, Customer Forum, product and marketing input/requests and other initiatives as assigned.
Core Competencies
A customer service orientation is critical to success. Expectations include:
- Ability to leverage the most important dynamic of account service: gathering and interpreting customer feedback and appropriately plan future interactions.
- Understanding long-term strategic goals while implementing short-term tasks.
- Quickly identify issues and readily come up with solutions; confidently ask for clarification and assistance when needed.
- Respect and appreciate the internal team's contribution to the overall success of the relationship.
- Individuals who are well equipped for the position are highly organized, self-motivated, deadline driven, and demonstrate an even-tempered approach to handling relationships.
Qualifications
- Expert written and verbal presentation skills; ability to plan, prepare, and lead successful meetings which primarily are virtual (video conferencing).
- Experience using a variety of platforms and software services; examples include Google docs, CRM platforms, website building platforms, email platforms, marketing automation tools.
- Understanding of marketing concepts, customer communications and prior account management or customer service experience a plus.
- Experience in financial services, particularly banking, a plus.
The above listed responsibilities should act as a guideline of expectations for this role and are not meant to be all-encompassing. The duties and responsibilities of this position may change from time to time, at the sole discretion of Digital Onboarding.
Company Overview
Digital Onboarding enables financial institutions to help people and businesses thrive by making it easier for them to stay financially organized and secure. Our digital engagement platform is designed specifically for financial service companies which makes us unique and easy-to-use from the start. We drive customer engagement and satisfaction by using a combination of highly personalized email, text, and individually generated websites.
We are a digital team which means we hire the best and brightest from across the country. We like working with intelligent and kind people that fight for great ideas, want to get things done, and think creatively to challenge the status quo.
We are a growing company. All of our employees possess an over-the-top team approach towards achieving our goals. We operate in a dynamic industry that in turn creates a fast-paced environment; contributions are highly encouraged and recognized.
Apply Now
If interested, shoot us an email at careers@digitalonboarding.com. Tell us a little about yourself and attach your resume or include a link to your LinkedIn profile.