Senior Success Account Manager

Il y a 6 mois

Grenoble, France Verizon Temps plein

**When you join Verizon**:
Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

**What we are looking for**:
You’ll need to be **commercially **skilled, a relationship builder, a strong leader, have a sense of urgency and attention to detail to build **your book of business**. You will be the SAM leading the Signature accounts in your country.

**The Signature Senior Success Account Manager's responsibilities will include the following**:

- Develop and maintain strategic business relationships exclusively with our Signature accounts to promote the Company’s products and services and profitable business relationships. Utilize detailed knowledge of products and thorough knowledge of clients’ business to consult and provide solutions that will increase value and ROI for clients. Responsible for managing the overall account relationship and serve as the 1st point of contact for customer.
- Work with clients on contract renewals and escalated Customer Care issues.
- Demonstrate a strong knowledge of our software products, operational procedures and brings together all key operating groups supporting each client. Will have value added conversations throughout the life of the contract with customers with the ultimate goal of customer retention. Will own a territory of accounts and will ensure each customer’s expectations, growth and ROI is met and company software product is adding value.
- Delegate projects/tasks to appropriate operating teams, track progress against plan and drive to completion.
- Lead commercial renewal discussions and involve sales and legal teams as needed.
- Lead project team meetings, engage and manage internal stakeholders for project deliverables.
- Drive customer's success by focusing on the details, working with available data, solving potential challenges or problems.
- Based on customer analysis and assessment design and develop an account management strategy documents and implement the plan.
- Proactively identify new consulting and product sales opportunities within the organisation.
- Enhance customer satisfaction level with provided products and services, through meeting customer expectations, follow-up, and positive problem resolutions.
- Forecast and track key account performance metrics, such as, installation or support, usage, value/ROI.

**What you’ll be doing...**:
You will own our relationship with one or more strategic clients who operate large, highly secure corporate and e-commerce systems. Working with small teams of client delivery employees, you will deliver projects, maintain operational stability and ensure overall client satisfaction. The strategic relationships you develop with clients, third-party vendors and service delivery partners will be critical to our overall success.
- Advocating for the customer using a deep understanding of their systems, business priorities and strategic direction.
- Handling daily operations to ensure the delivered performance and services match customer needs.
- Consulting with clients on challenges with their systems to deliver operational improvements and a tailored otherwise digital customer experience for shared resources.
- Facilitating problem solving meetings between internal client engineers and the client.
- Ensuring consistent increases in service and system performance over the lifecycle of the business relationship.

**What we’re looking for...**

You understand customer priorities and can translate them into business plans. As a technical authority in customer systems, you align capabilities to deliver complex solutions with continually high levels of customer service. **You enjoy solving problems and driving client satisfaction day in day out.**

**You’ll need to have**:

- Extensive experience in Customer Success or a similar role.
- Direct experience with a SaaS offering, preferably in the transport / fleet management space.
- Willingness to travel to clients sites as needed, and up to approximately 15% of the time.

**Even better of you have one or more of the following**:

- Customer Success best practice knowledge and experience.
- Experience managing larger more complex accounts with proven ability of developing relationships with customers and recognizing potential revenue opportunities.
- Strong negotiation skills with experience getting win-win solutions for clients. Prior experience closing sales deals at the execu

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