Account Manager

TOPdesk; Orlando (FL); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

30 days holiday

Private healthcare

401k matching

Training budget

Job summary

TOPdesk in the USA is expanding its Account Management team, focusing on the success, retention, and growth of our existing customer base. The AM will work with Inside Sales, Marketing, and Technical Support to ensure customer satisfaction and maximize TOPdesk usage.

The role involves strengthening client relations, identifying renewal and upsell opportunities, and collaborating with Marketing on case studies and events to raise brand awareness.

Qualifications

• Strong customer-service orientation.
• Solid knowledge of TOPdesk or willingness to learn.
• Ability to collaborate with internal and international teams.
• Comfort with regular customer calls and post-implementation queries.

Responsibilities

• Strengthen vendor/client relations through regular calls and visits.
• Identify renewal, upsell and upgrade opportunities.
• Coordinate with Marketing on case studies and events.

Skills

Natural communicator

Customer base knowledge

Stakeholder management

TOPdesk

Collaboration

Tools

TOPdesk

Job description

Company Description

As our team continues to grow in the USA, we are looking to expand our Account Management team. The Account Manager is mainly focused on the success, retention, and growth of our existing customer base. A successful candidate will work closely with the Inside Sales, Business Development Management, Marketing, Technical Support and Consultancy teams to ensure the prioritization of customer satisfaction and maintaining TOPdesk’s customer-centric approach. The AM will also work to ensure that the customer is getting the most out of TOPdesk as a product, as well as of the services we provide.

Job Description

What are you going to do?

The AM will perform all duties related to the ongoing strengthening of vendor/client relations through regular customer calls, post-implementation queries and visits to key accounts as necessary. They will support sales by identifying renewal, upsell and upgrade opportunities as well as managing references for potential new business contacts. A collaboration with Marketing will also result in further case studies, completion of industry-recognized reviews and facilitation of relevant thought leaders’ presence at trade events to raise brand awareness.

An ideal candidate will have, or be able to quickly develop, a thorough understanding of TOPdesk’s customer landscape, plus the use of TOPdesk and its potential applications across numerous industry verticals. They will act as a bridge with the international product management team to communicate to a wider TOPdesk audience of customers and colleagues so that there is a clear and universal understanding of developments and demands within our industry. Knowledge will additionally be gathered through regular customer satisfaction surveys, attendance at tradeshows, and the coordination of customer networking events.

Qualifications

Key Skills as an Account Manager

• Natural communicator with customer service as primary motivation
• Good understanding of the TOPdesk customer base
• Industry awareness beneficial
• Stress resistant and ability to adapt depending on stakeholder personas
• Ability to work collaboratively (both locally and with international teams), but also an ability to work autonomously
• Good levels of initiative and will explore potential customer developments (Example: online training webinars)
• Target driven to specifically reduce customer churn
• Commercial awareness
• Attention to detail in terms of how related documentation is stored and communicated

Additional Information

What we offer

• Competitive salary
• Workplace flexibility: a hybrid of home/office working to suit all employee needs
• 30 days of holiday per year
• Great company benefits including private healthcare, 401k matching, training budget, and life insurance packages
• Extensive training facilitated with international collaboration
• An exciting, supportive, and multicultural environment