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ACCOUNT MANAGER
Introduction
Interaction: Internal & Clients (All Levels)
Reports to: Group Manager, Installed Accounts
Levels: Junior, Mid-career, Senior
Account Managers own the relationship between Omniture and Omniture clients from the time a contract is signed going forward. Although this is not a sales position, often a sales background is helpful. This position includes all of the following aspects:
Reports to: Group Manager, Installed Accounts
Levels: Junior, Mid-career, Senior
Account Managers own the relationship between Omniture and Omniture clients from the time a contract is signed going forward. Although this is not a sales position, often a sales background is helpful. This position includes all of the following aspects:
- In-depth knowledge of client website, business model, and online marketing strategy.
- Heavy interaction and support on the phone and sometimes in person with client employees all the way up to the VP level of Fortune 500 companies.
- Experienced in:
- Internet and online marketing.
- Website analysis.
- SiteCatalyst product (preferred).
- Project management
- Product and technical support
Description
- Daily account and customer relationship management for all assigned customers.
- Assist customers to expand their usage of SiteCatalyst; provide training and encouragement to try new things, explore new reports, et cetera.
- Provide resources to answer customers' questions, identifying needs for account customization and further implementation where applicable.
- Ensure that customers are pleased with Omniture and receiving maximum return on their investmen.t
- Ensure that every customer contract is renewed.
- Identify needs and opportunities for professional services:
- Additional implementation.
- Analyst services.
- Onsite and offsite training.
- Custom development and professional service requests.
- Prepare customers for initial implementation.
- Communicate consistently with customers throughout the contract lifecycle, escalating important issues where needed.
- Maintain customer contact and daily status updates for all outstanding issues.
- Manage customer expectations, keeping customers happy and expectations realistic
- Coordinate with engineering department to ensure timely closure of quality issues.
- Coordinate and provide project management for professional service requests.
- Create service orders and contract addendums, obtaining necessary customer signatures, and communicating with accounting department.
- Fully understand customer requests, documenting and assigning appropriate resources.
Qualifications
- Knowledge of Microsoft Office, email, and how the Internet and websites work.
- Strong understanding of HTML, JavaScript, and web protocols.
- Must be self-managed, responsive, and dedicated to customer support.
- Exceptional organizational, presentation, and communication skills – both verbal and written.
- Demonstrated ability to deal with change and be a team player.
- Bachelor’s degree in business management or relevant field.
SPECIAL CONSIDERATION GIVEN FOR:
- Master's degree or other advanced education.
- Demonstrated exceptional customer skills from previous employment .
- Prior account management experience with Fortune 500 clients.
- Prior experience with customer support in a software company.
- Previous project management experience.
- Consulting experience .
Contact Information
If you would like to explore employment opportunities with Omniture, please apply online (below) or fax a current resume and salary requirements to 801-722-7001. Please reference "ACCOUNT MANAGER" on the cover sheet.
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