Responsibilities:

• Own all customer communication (outside of direct Support, Sales) on behalf of Compeat  
• Maintain tracker of all account initiatives/open items, including projects, feature requests, bugs, and lead regular status meetings with customer to manage and prioritize, set expectations for completion  
• Initiate, lead and manage preparation for client on-sites, including setting agendas, coordinating internal alignment meetings and leading executive briefings  
• Create and maintain customer Account Plans, including creation of account strategy and present to executives on a quarterly basis. 
• Identify risk; create, maintain and manage risk mitigation strategies and clearly communicate needs from business to fulfill mitigation plan. Participate in internal discussions with executive team regarding account health  
• Establish and maintain relationships with all key customer contacts, including executives; ensure Compeat executive sponsorship where needed 
• Maintain established standard for attrition for all assigned accounts as set by the Director of CA 
• Maintain thorough knowledge of customer's business, monitor and communicate meaningful changes such as a change in executives, decision-makers or champions, or changes to the customer's business (ex. Acquisitions, business expansion, closures, etc.) 
• Proactively review customer performance for all assigned accounts to identify and pursue areas of opportunity to optimize or grow the business 
• Keep customers informed of Compeat Roadmap, release of new products and features, and advise on how they are relevant to specific client based on thorough understanding of the customer's business; educate and advise to encourage maximum usage  
• Work cross-functionally with Sales, Support, Services, and Products to: 
  • Notify the Sales Team of expansion opportunities; 
  • Coordinate with Services for additional enablement needs to drive ongoing customer adoption; 
  • Work with Support to ensure seamless communication on escalated customer issues; and, 
  • Notify the Product team of product features and changes requested that are priorities for customers and retention  
  • Maintain knowledge of competitive landscape  

Qualifications:

• Revenue-focused 
• Committed to excellent customer service 
• Highly detail-oriented  
• Curious and demonstrates thought-leadership  
• A master of communication - executive, written, verbal, presentation 
• Intuitive, self-directed and takes action 
• Adaptable to changing environments and processes  
• Strong organizational skills and the ability to communicate with senior-level executives  
• Sales and strategic customer management acumen, consultative in management approach 
• The ability to work with, and bridge, technical and business people, and are a creative problem-solver 
• The desire to maintain deep product knowledge  
•  5-7+ years of overall work experience with a minimum of 5 years working with enterprise-level software solutions and experience in Technical Account Management, Advocacy, CSM or Project Management at a SaaS company