Mimeo

Account Manager

• Serve as the primary point of contact for a territory of core accounts, building and nurturing deep operational relationships.
• Proactively monitor purchasing patterns, usage frequency, and customer health data to identify and address any risks to continued purchasing volume.
• Ensure high customer satisfaction and address service issues efficiently by coordinating internal resources (Service, Operations, Solutions, Quality, Finance, etc.).
• Develop and execute formalized Success Plans focused on driving continued and expanded adoption of Mimeo's core services within existing customer teams.
• Conduct regular business reviews focused on demonstrating consistent service reliability and addressing any operational challenges.
• Manage all customer communication related to contract compliance and high-level service delivery expectations.
• Identify and qualify incremental opportunities for expansion within existing departments or to penetrate into new teams and departments that are not currently utilizing Mimeo’s services.
• Focus on cross-selling complementary Mimeo services and products to current users.
• Clearly document new product/service needs and customer feedback to pass high-value, strategic expansion leads to the Sales team.
• Maintain a basic pipeline of qualified internal departmental leads and track all light penetration and expansion efforts in the CRM.
• Maintain records of customer interactions and health status within the CRM.
• Act as the internal Voice of the Customer for the retention segment, aggregating and communicating feedback to Product and Operations teams to drive improvements.
• Drive customer advocacy by identifying satisfied clients for reference calls, testimonials, and case studies.

Account Manager, Retention Focus