Account Management Specialist

Mood Media; Fort Mill (SC); On-site; USD 42,000 - 66,000; Full time

Job summary

Mood Media is seeking an Account Management Specialist in Fort Mill, SC to strengthen client relationships and drive retention across Mood's product offerings. You’ll educate business owners on Mood’s services and act as a trusted advisor to reduce churn and support cross-selling opportunities.

The role focuses on re-contracting, resolving client concerns, and collaborating with internal teams to deliver value. A 4-year degree or equivalent experience in sales or customer service is expected.

Qualifications

• College degree or 2+ years of sales/customer service supporting business owners.
• Excellent communication and organizational skills; detail oriented and able to multitask.

Responsibilities

• Maintain strong relationships with Mood's business owners, focusing on re-contracting and retention.
• Act as primary contact for resolving business-related concerns and advocate for client needs.
• Develop retention strategies by analyzing customer data and understanding root causes of dissatisfaction.
• Re-contract and retain existing clients while cross-selling services and equipment.

Skills

Strong organizational skills

Excellent written and verbal communica

Active listening

Problem-solving

Resourcefulness

Salesforce familiarity

Education

College degree (4-year) or 2+ years in sales/customer service

Tools

Salesforce

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Account Management Specialist

Regular Full-Time Fort Mill, SC, US

About Mood:

Mood Media is the world’s leading experiential media company, optimizing on-premise retail customer experience and driving significant value for businesses and brands worldwide. With the most comprehensive suite of fully integrated solutions, Mood leverages advanced digital technology, curated and original creative content, and design expertise to make every shopping and guest experience more personal and engaging. Serving more than 500,000 customer locations in over 140 countries, Mood reaches 165 million+ consumers each day.

General Summary:

The Account Management Specialistrole is responsible for building loyalty with our clients and increasing retention. This is accomplished by ensuring that the businesses are successful in using all of Mood Media's product offerings that help them elevate their customer experience. A key part of the Account Management Specialist position is to serve as a trusted advisor to business owners, educate them on the broader offerings that Mood Media provides, and provide retention efforts for accounts and cross-sell services.

Essential Job Functions and Responsibilities:

• Maintain strong relationships with Mood's business owners, focusing on re-contracting, reducing churn, and driving retention through value-added engagement.
• Act as the primary point of contact for resolving business-related concerns, ensuring client satisfaction, and advocating for client needs.
• Address customer issues by identifying challenges, providing timely solutions, and collaborating with internal teams such as product, finance, and customer service to resolve problems efficiently.
• Develop retention strategies by analyzing customer data, identifying trends, and understanding root causes of dissatisfaction to contribute to long-term client loyalty.
• Re-contract and retain existing clients through in-depth education and effective communication, while cross-selling additional services and equipment that align with their business needs.
• Ensure all follow-ups are conducted in a timely manner, with accurate and complete re-contracting paperwork, change of ownership documents, and other required paperwork.
• Actively mitigate client churn and handle customer cancellations as needed, processing them promptly and professionally, while working to recover at-risk clients when possible.
• Proactively and reactively maintain strong relationships business owners by overseeing re-contracting, saves/cancellations, upselling, presenting new products and services, and handling change of ownership processes in alignment with company and client initiatives.
• Providing insights to executive leadership on critical or consistent challenges causing churn with recommendations on how to resolve
• Other duties as assigned.

Essential Job Qualifications:

College degree (4-year) or 2+ years of experience in sales and/or customer service supporting business owners.

Knowledge/Skills/Abilities:

• Strong organizational skills and attention to detail, with the ability to multitask
• Excellent written and verbal communication with a positive attitude
• Strong active listening skills, and ability to build rapport
• Strong problem-solving skills, with solution-oriented mind-set
• Ability to use resources with little direction and guidance
• Affinity for technology, and ability to leverage technology such as Salesforce or similar system

Mood Media is an Equal Opportunity Employer. All qualified applicants will be considered for employment based on objective work-related criteria, without discrimination based on age, disability, ethnic origin, gender, marital status, race, religion, responsibility for dependents, sexual orientation, gender identity, or other characteristics protected by applicable governing laws.