Essential Functions:
• Operate as the lead point of contact for any and all matters specific to your customers
• Build and maintain strong, long-lasting customer relationships
• Work in an onsite team environment as part of an onsite team receiving inter-dynamic coordination of work assignments and supervision.
• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors
• Take ownership for resolving high severity requests or issue escalations as needed
• Lead outbound retention/growth campaigns for assigned set of customers
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
• Forecast and track key account metrics
• Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment
• KPI achievement. Meet/exceed all position specific key performance indicators/metrics (KPI's)
• Maintain regular and reliable attendance
Qualifications:
• Proven account management/customer service background or other relevant experience
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Experience in delivering client-focused solutions based on customer needs
• Exceptional ability to multi-task, staying organized in a results-driven, fast-moving environment
• Flexibility to interact with changing customer types and exceed their needs; flexibility to ever changing environment of work volume, schedule changes, etc.
• Process Compliance: Follows all documented processes & department policies to provide customer support
• Ability to collaborate and use influence cross-functionally
• Experience with KPI's
• Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel and Outlook). Experience with salesforce.com is a plus
• Excellent listening, negotiation and presentation skills
• Excellent verbal and written communications skills
• Bachelor's Degree preferred
We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.