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Account Manager

JOB TITLE Account Manager

DEPARTMENT INN Labs (Product and Technology)

REPORTS TO Director, INN Labs

BRIEF DESCRIPTION/PURPOSE

We are looking for a qualified Account Manager to join the INN Labs team. You will be responsible for developing long-term relationships with customers and overseeing sales.

As our Account Manager, you will work to satisfy customers’ needs and requests, expediently respond to inqueries, and aspire to deliver a positive customer experience. You should have excellent communication and negotiation skills and be customer service oriented.

Ultimately, you should be able to grow our business by building successful, long-term client relationships.

KEY AREAS OF RESPONSIBILITY (ESSENTIAL FUNCTIONS)

  1. Operate as the lead point of contact for client projects to develop a trusted advisor relationship with customers (30%)
  2. Develop new business with existing clients and identify new sales opportunities (20%)
  3. Ensure the timely and successful delivery of our solutions according to customer needs and objectives, and assist with issue escalations as needed (20%)
  4. Contribute to project proposals and contract negotiations (10%)
  5. Manage and continuously improve our project management process (10%)
  6. Write content for newsletters, the team blog, social media, etc. to promote our services and help organizations maximize their use of our products. (10%)

SKILLS AND QUALIFICATIONS(REQUIRED AND PREFERRED)

Required:

  • Significant experience in account management and sales
  • Excellent written and verbal communication skills, experience with direct client interaction and front-line support strongly preferred
  • Proven ability to manage multiple account management projects at a time while paying strict attention to detail
  • Experience explaining technical concepts to non-technical users
  • Strong attention to detail. Highly organized self-starter able to develop project plans and work to implement them with limited oversight and supervision. Previous project management experience highly preferred
  • Excellent listening, negotiation and presentation skills

Preferred:

To be successful in this role, the ideal candidate should have:

  • An understanding of the nonprofit news industry and publishing priorities
  • Experience working with WordPress
  • Familiarity with basic principles of user-centered design, ideally in a news environment
  • Familiarity with version control tools (we use git)

ADDITIONAL INFORMATION (I.E. CERTIFICATES, EDUCATION, LICENSES)

N/A