Strategic Account Manager

Location: Morrisville, NC

Department: Customer Success

Type: Full Time

Min. Experience: Experienced

Are you ready to join a high-performing, results-oriented, and fast-growing team?  inMotionNow is a leading provider of workflow solutions for enterprise creative and marketing teams through our SaaS platform: inMotion. We are looking for a motivated, energetic, team player to join our Customer Success team!

In this role you will drive success and create raving fans out of our largest accounts! The Strategic Account Manager is responsible for building trusted advisor relationships with our top tier accounts. In this role you will partner with new and existing enterprise-level clients to bring about impactful organizational change through successful onboarding to our inMotion platform. As a Strategic Account Manager you will serve as the go-to person for customers looking for answers, gather insights on the needs of our users, and contribute to our future product development efforts.

We work with some of the best brands in the world and their work depends on you and the service you provide them. We take this responsibility very seriously, so smart, creative, and empathetic applicants are a must in order to deliver to our customers the experiences we expect. Our talented and dedicated team has high expectations of each other and we put our clients above all else. Do you have what it takes?

What You’ll Do:

  • Serve as a dedicated, knowledgeable, and reliable partner for our enterprise-level accounts.
  • Conduct customer-centric training and onboarding programs that result in successful implementations and high user adoption.
  • Be the voice of our customers, helping the Product Development team identify errors, bugs, and product improvements based on the requirements and preferences of the customer.
  • Promote and embrace inMotionNow core values.

Customer Interaction

  • Serve as a subject matter expert on the inMotion platform, advising customers on best practices and emphasizing the organizational benefits of the tool.
  • ​Project manage through the onboarding stages to ensure successful implementation and usage of the inMotion platform.
  • Proactively anticipate user questions and issues through a combination of independent study, investigative programming, and collaborative efforts.
  • Have the ability to forge strong relationships from the end user up to the executive level at the customer’s organization in order to understand pain points and overall goals, and demonstrate the value delivered by inMotion that aligns with their business goals.
  • Prioritize and drive resolution on escalated customer issues though the customer lifecyle.
  • Proactively manage risk and ensure a high rate of retention.
  • Advocate for the client internally while managing expectations on enhancement requests.
  • Contribute to customer facing knowledge base by authoring and maintaining articles.
  • Create analytical reports from collected customer information.
  • Contribute to Testing and QA on product development fixes and new releases.

What We Look For:

  • Passion for delivering brilliant customer service and improving the way organizations work.
  • A minimum of 4-5 years of account management or project management experience with a proven ability to successfully guide complex processes and manage customer relationships at all levels of an organization.
  • Excellent written, verbal, and interpersonal communication and outreach skills.
  • Experience creating project management deliverables, including detailed test plans and risk registers.
  • Outstanding organization, planning, and problem-solving critical thinking skills; you should be detail-oriented, able to organize your own workflow, and able to deduce multiple solutions to any given problem.
  • Tenacity, patience, and a willingness and ability to learn new software products quickly.
  • Ability to understand technical software and custom integrations, and deliver training sessions for different audiences at the customer’s organization.
  • Demonstrate independence and good judgment in managing customer expectations.
  • Strong negotiation skills.
  • Passion for people: love working with, talking to, and interacting with people through all means of communication, including your teammates and other coworkers.
  • Familiarity with customer success software like Salesforce and Desk.com a plus.
  • Creative, marketing, or other technical/SaaS background preferred.

Additional Details:

  • Bachelor's degree preferred.
  • Project Management training or certification preferred.
  • This position requires minimal travel when onsite training or check-ins are required (10%-20%)

As part of our application process, please create a Plum Profile, which will help us determine if inMotionNow is a fit for you, and help us ensure that you will be happy and fulfilled. We are excited to learn more about you! --> http://bit.ly/1PVuM6N .

What We Offer:

Leadership Development, Coaching & Mentoring: Our award-winning executive management team seeks to provide our teammates with leadership development and support, in addition to the training needed to continue honing your skillset.
Tremendous Room for Growth: As you develop your skills at inMotionnow, you will have numerous opportunities to rise within our organization.
Great Work Environment: We work hard, but make sure we enjoy doing it; we truly believe our employees are our greatest asset!
Great Benefits Package: We offer very competitive health and dental insurance, PTO, & 401K.

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