Account Manager, Distribution

| Austin
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Account Manager, Distribution
(Austin, TX) - Jan 2021

About Atmosphere:
Atmosphere is the world’s first and largest free ad-supported streaming TV service for businesses offering original, owned, and operated TV channels along with Partner Channels from prominent brands. The platform has been built from the ground up with proprietary content, technology, and data to deliver unparalleled experiences for businesses and advertisers. The platform also provides a paid upgrade to a digital signage feature for businesses to run their house promotions within the content. Atmosphere was incubated under Chive Media Group and spun out in 2019.
About the role:
We are looking for a driven, enthusiastic, and hands-on Account Manager to help our customers maximize the value of their Atmosphere subscription and services.
Account Managers at Atmosphere must be highly organized, possess excellent interpersonal skills, and have a passion for technology. In this revenue-generating role you will accelerate customer's adoption of new features, increase and sustain product usage, and facilitate a positive feedback loop between the customer and Atmosphere. You’ll leverage customer health monitoring tools to proactively identify issues, and work with your customers to implement strategies for product success. You’ll be an integral part of their success and bring value to every interaction - from onboarding to renewal.
You’ll need to be adaptive and excited to invent new processes, not afraid to pick up the phone to speak with customers on a daily basis. This business moves fast, so you will need to be comfortable in an early-stage startup where new challenges appear daily. You will shift between account initiatives, marketing discussions, and operational & product improvement sessions. This position will report directly to the Vice President of Distribution Sales.
RESPONSIBILITIES: 

 

Customer Upselling

  • Encourage low streaming customers to stream more
  • Identify white space in your book of business and actively sell new business and additional locations
  • Convert lapsed accounts into streaming accounts through proactive reach out

Customer Enablement

  • Become a product expert on Atmosphere features, value proposition, and competitive positioning
  • Provide compelling recommendations based on the knowledge and insight of customer’s profile based on detailed records in the CRM
  • Collect feedback from customers to determine their pain points and inefficiencies, then help them through it to increase customer satisfaction and retention
  • Provide customers with walkthroughs of new and existing product features
  • Proactively engage with specific customer accounts both pre and post-implementation to ensure a smooth and successful adoption

Customer Intelligence

  • Proactively reach out to customers when risk events are detected – including changes in users, low stream time, product adoption rate, etc.
  • Identify high potential customers on the basic plan and upsell them to the pro plan
  • Proactive status reporting on data, device, and stream time
  • Collaborate with Atmosphere ’s sales, product, and support teams to escalate customer needs
  • Document product feature requests and report to Atmosphere's product team

 

Customer Advocacy

  • Build ongoing customer relationships to ensure satisfaction and product loyalty
  • Deliver recurring account reviews and advise on industry best practices
  • Drive positive customer experiences and customer evangelism (references, case studies, and quotes)

DAY TO DAY OVERVIEW:

  • Timely Discovery Calls and check-ins
  • Calling and reactivating lapsed accounts
  • Driving more stream time for low and mid streaming accounts
  • Upselling high potential customers from Basic to Pro
  • Enriching new customer info on each and every record you come in contact with
  • Responding to customers with high-quality information based on the customer’s profile and history - not just emailing FAQs back
  • Getting on the phone or a screen share to help - no phone reluctance
  • In-person visits from time-to-time

QUALIFICATIONS:

  • 1+ years of Account Management experience within a SaaS/ high-tech work environment
  • Strong communication and interpersonal skills in building and maintaining customer relationships
  • Strong aptitude for technology and desire to learn new software
  • Boundless energy, enthusiasm, and positivity
  • Experience leading customer conversations and the ability to lead presentations for a managerial audience
  • Ability to take initiative, own processes and work independently as required
  • Ability to explain technical concepts and theories to both technical and non-technical users
  • Experience with Zendesk and Pipedrive is a plus

COMPENSATION & BENEFITS:

  • Competitive salary + commission
  • Company equity
  • Competitive insurance
  • Company 401(k)
  • Open vacation policy
  • Dog-friendly
  • Lunch 3 times a week at HQ
  • Dynamic office environment
  • So much more!
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Location

Atmosphere is in the heart of downtown Austin steps away from all the live action and minutes from the state capitol.

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