Senior Account Manager

October 4

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Description

• The Senior Account Manager plays a critical role in managing and nurturing relationships with key customers. • This role is responsible for being the primary point of contact for customer communication, managing multiple accounts, and ensuring that customer needs are met by overseeing ticket management, release testing, and handling the Estimate/Quote/PO/Enhancement/Invoice processes. • The Senior Account Manager will collaborate closely with other Account Managers and internal teams to resolve customer issues and drive customer satisfaction. • Serve as the main point of contact for assigned customers, maintaining regular communication and building strong relationships. • Continue to develop and maintain a deep understanding of Optiviq’s software solutions, including Optivision. • Stay current with new product releases, features, and updates to provide accurate information and guidance to customers. • Oversee and manage customer tickets, ensuring timely responses and resolutions. • Coordinate and manage the testing of new releases for customers, ensuring that updates or new features function correctly in customer environments. • Manage the entire Estimate/Quote/PO/Enhancement/Invoice process for customers, ensuring accuracy and timely execution. • Identify and resolve customer and product-related issues. Serve as a problem-solving resource for customers and coordinate solutions with other departments. • Work closely with other Account Managers to share knowledge, insights, and best practices. • Ensure proper timecard management for customer-related activities, ensuring accurate time tracking for billing and project purposes. • Develop expertise in the tools and reporting systems used by Optiviq to manage customer accounts, monitor service delivery, and report on customer metrics. • Organize and participate in regular customer meetings to discuss ongoing projects, updates, and any outstanding issues. Maintain a proactive approach to customer engagement. • Successfully manage multiple customer accounts simultaneously, ensuring that each customer receives a high level of service and attention.

Requirements

• Experience in supporting and maintaining Optivision for global customers in the pulp and paper industry • Proven experience managing key accounts in a B2B environment, preferably within a software or technology company. • Ability to understand complex customer business processes and how they relate to the implementation and use of Optivision. • Strong problem-solving skills with a focus on identifying root causes and delivering effective solutions. • Excellent verbal and written communication skills, with the ability to convey complex technical concepts in a clear and concise manner. • Ability to manage multiple customer accounts, prioritize tasks, and meet deadlines. • Experience with CRM systems, ticketing tools, and reporting systems. • Ability to work well in cross-functional teams and share knowledge with peers.

Benefits

• Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match). • The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.