ACCOUNT MANAGER, DISTRIBUTION
(Austin, TX)
About Atmosphere:
Atmosphere is the world’s largest streaming TV service for businesses, offering original, audio-optional TV channels. Best of all, it’s FREE to businesses. The platform has been built from the ground up with proprietary content, technology, and data to deliver unparalleled experiences for businesses, consumers, and advertisers. The platform also provides a digital signage feature for businesses to run their house promotions within the content. The business was incubated under Chive Media Group and spun out in early 2019.
About this Role:
We are looking for a self-driven, enthusiastic and hands-on Account Manager to help our customers realize and maximize the value of their Atmosphere subscription and services.
As an Account Manager at Atmosphere, you will be in a revenue-generating role and highly organized with excellent interpersonal skills and a passion for technology. You’ll regularly engage with customer stakeholders to accelerate the 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 at the opportunity to help invent new processes, contribute to what’s already been built, and interact with customers on a daily basis. This business moves fast, so you will need to be comfortable in an early-stage startup where challenges appear daily. You will shift between Account initiatives, marketing discussions, and operational & product improvement sessions. This position will report directly to the Director of Sales.
Responsibilities:
Customer Upselling
Atmosphere is the world’s largest streaming TV service for businesses, offering original, audio-optional TV channels. Best of all, it’s FREE to businesses. The platform has been built from the ground up with proprietary content, technology, and data to deliver unparalleled experiences for businesses, consumers, and advertisers. The platform also provides a digital signage feature for businesses to run their house promotions within the content. The business was incubated under Chive Media Group and spun out in early 2019.
About this Role:
We are looking for a self-driven, enthusiastic and hands-on Account Manager to help our customers realize and maximize the value of their Atmosphere subscription and services.
As an Account Manager at Atmosphere, you will be in a revenue-generating role and highly organized with excellent interpersonal skills and a passion for technology. You’ll regularly engage with customer stakeholders to accelerate the 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 at the opportunity to help invent new processes, contribute to what’s already been built, and interact with customers on a daily basis. This business moves fast, so you will need to be comfortable in an early-stage startup where challenges appear daily. You will shift between Account initiatives, marketing discussions, and operational & product improvement sessions. This position will report directly to the Director of 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, competitive positioning
- Provide compelling recommendations based on the knowledge and insight of customer based on detailed records in Pipedrive
- 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 super fast with specific 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
Required Qualifications:
- 1+ years of Account experience within a SaaS/ high-tech work environment
- Experience leading customer conversations and the ability to lead presentations for a managerial audience
- 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
- Ability to explain technical concepts and theories to both technical and non-technical users
- Experience with Zendesk and pipedrive is a plus
A Perfect Candidate Will:
- Approach the role with a service-leader orientation, maintaining strong working relationships with others based on integrity, authenticity, and mutual respect
- Pay attention to the details, but also see the strategic implications in the big picture
- Have a curious mind
- Be proactive, autonomous, and results-oriented, comfortable independently solving problems despite ambiguity
Compensation and 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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