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Service Account Manager

Peak Technologies

  • Littleton, Massachusetts
  • 30+ days ago
  • Remote

    Highlights

    JOB SUMMARY & SCOPE: Responsible for managing a portfolio of client accounts, ensuring high levels of customer satisfaction, and driving revenue growth through upselling and cross-selling strategies. Collaborate with internal teams, including sales, marketing, and product development, to ensure customer needs are met and issues are resolved in a timely manner.

    Numbers & Facts

    LocationLittleton, Massachusetts (
    Remote    )

    Description

    JOB SUMMARY & SCOPE:
    Responsible for managing a portfolio of client accounts, ensuring high levels of customer satisfaction, and driving revenue growth through upselling and cross-selling strategies. Requires a strong background in account management, excellent communication skills, and a proven track record of meeting and exceeding sales targets.
     
    KEY ACCOUNTABILITIES:
    • Manage a portfolio of client accounts and serve as the primary point of contact for all customer inquiries and issues.
    • Build and maintain strong, long-lasting customer relationships by understanding their business needs and objectives.
    • Develop and execute strategic account plans to drive revenue growth and achieve sales targets.
    • Identify opportunities for upselling and cross-selling additional products and services to existing clients.
    • Collaborate with internal teams, including sales, marketing, and product development, to ensure customer needs are met and issues are resolved in a timely manner.
    • Prepare and deliver regular account performance reports to clients, highlighting key metrics and insights.
    • Stay informed about industry trends, market conditions, and competitor activities to identify potential opportunities and threats.
    • Proactively address any customer concerns or escalations to ensure a positive customer experience.
    • Conduct regular business reviews with clients to review performance, discuss new opportunities, and address any concerns.
    • Maintain accurate records of customer interactions and sales activities in the CRM system.
     
    EDUCATION + EXPERIENCE + KEY TRAITS:
    • Bachelor's degree in business administration, marketing, or a related field.
    • Proven experience in account management, sales, or customer service.
    • Strong communication, negotiation, and interpersonal skills.
    • Ability to build and maintain strong relationships with clients and internal stakeholders.
    • Excellent problem-solving and decision-making abilities.
    • Self-motivated with a strong sense of accountability and ownership.
    • Proficiency in Microsoft Office suite and CRM software.
    • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
    • Willingness to travel occasionally for client meetings and industry events.
    • Relevant certifications (e.g., Certified Account Manager) preferred but not required.
     
    TYPICAL PERFORMANCE TARGETS:
    • SERVICE DELIVERY: Sustained, measured excellence in project & process delivery.
    • COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement.
    • INNOVATION: Step changed delivery in safety, quality, and/or cost.
     
    LANGUAGE SKILLS:
    • Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
    • Read and interpret documents, procedure manuals and various correspondence from both internal and external.
    • Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.
     
    SUPERVISION:
    • Role does not require supervision of direct and indirect reports.
     
    DECISION MAKING + REASONING:
    • Able to take accountability and responsibility for business target delivery and decision making.
    • Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality.
     
    WORKING RELATIONSHIPS
    • Internal and External Customers

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