Associate Territory Manager – Cardiometabolic Health
Eli Lilly and Company
Relationship Manager
GovSpend
full-time
Posted on:
Location Type: Remote
Location: Remote • North Carolina, Virginia • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Responsible for account planning to ensure proactive customer outreach and training with the goal of increasing users and usage.
- Act as the customer point of contact, ensuring clear and consistent communication across inbound service activities, upsells into the account and outbound customer outreach.
- Serve as the main negotiator for commercial terms with customers on contract issues, renewal pricing and past due payments in addition to being proactive with renewals.
- Manage and coordinate the processing, communication, and implementation of all customer changes, including performing modifications on searches per customer requests.
- Maintain awareness of all service matters including, troubleshooting, screen sharing, support sessions, and any other solution needed.
- Coordinate service activities with GovSpend’s internal teams to ensure all customer needs and expectations are met.
- Adhere to customer needs and expectations, by interfacing between sales and the customer to build a strategy for success during a customer’s subscription period.
- Ensure compliance levels are met in accordance with all maintenance contracted service level agreements.
- Maintain a high level of awareness of service issues affecting GovSpend’s product environment including proactive problem avoidance, behavior, and maintenance practices.
- Identify, facilitate, and ensure effective communication of all technical queries and problem resolution from the customer.
- Escalate appropriate retention efforts to their manager.
- Participate in Root Cause Analysis including incident and problem management activities.
- Ensure that GovSpend’s best practices and methodologies are adhered to on a consistent basis.
Requirements
- Bachelor’s degree in business or related area.
- Proven work experience will be considered in lieu of degree.
- 3+ years of sales or relationship management experience driving customer-related strategy, preferably in a SaaS or information services business.
- Background in customer success, operations, customer engagement, satisfaction, and retention with a proven track record of success negotiating agreements and driving increased retention rates.
- Background in customer training and support and ability to provide training independently.
- Hands-on experience in implementing technology products for use by external customers.
- Highly data-driven mindset and passion for analytics.
- Demonstrated ability to drive customer renewals and customer success.
- Ability to define new models and processes from the ground up and operate at scale.
- Ability to make effective decisions.
- Track record of working cross-functionally to effectively communicate/drive customer/market feedback.
- Strong computer navigation skills.
- Strong organizational skills with the ability to multitask.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successrelationship managementnegotiationdata analysiscustomer trainingproblem resolutionSaaSoperationscustomer engagementcontract management
Soft skills
communicationorganizational skillsmultitaskingdecision makingcross-functional collaborationproactive problem solvingcustomer advocacystrategic thinkingadaptabilityanalytical mindset
