Account Manager

Thought Industries

About Thought Industries: 
Thought Industries is focused on building cutting edge technology with our customer training Platform for those who are driving the future of online learning. Our goal is to help them build, scale and deliver training and behavior change that leads to higher engagement, product proficiency, and customer retention.
The Role:
Thought Industries is growing fast and recognizes the importance of building a world-class team to fuel our continued success. With significant investment and strong leadership to expand our business, it’s a tremendous time to join the Thought Industries team! In this role you’ll have the opportunity to:

• Support our clients who are growing their business by driving strong customer success onboarding via a robust learning management program or by expanding their courses and training programs through a world-class learning capsule by maximizing the value of their investment in the Thought Industries platform 
• Provide a valued voice, where ideas and creative approaches are welcomed
• Feel a sense of accomplishment as you are empowered to deliver in a dynamic, fun and fast-paced environment
• Celebrate successes and grow with us

The Account Manager is responsible for handling a subset of our strategic client partners (accounts). These accounts make up the highest percentage of company revenue, and the strategic account manager must build and maintain a strong relationship with the client. They will be the lead point of contact for all strategic client matters, anticipate the client’s needs, work within Thought Industries to ensure deadlines for clients are met, and help the client succeed. The Account Manager is also responsible for bringing in expansion business from existing clients. The Account Management role is part of Thought Industries Customer Experience (CEx) team, who is responsible for the overall customer experience, lifetime value and retention. 
What You’ll Do:

• Develop a solid and trusting relationship between major strategic clients and Thought Industries
• Drive retention and adoption among our strategic customers by understanding their business needs and helping them succeed
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Identify opportunities for customers to act as Thought Industries advocates (e.g. testimonials, case studies, reference checks)
• Maximize up-selling or cross-selling opportunities
• Develop a complete understanding of strategic account needs and anticipate strategic account changes and improvements
• Manage communications between strategic clients and internal teams
• Strategic planning to improve client results leveraging EBRs, success planning and KPI management
• Negotiate contracts with client and establish timeline of performance
• Plan and present reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and possible use in future case studies or company training
• Meet all client needs and deliverables according to proposed timelines
• Analyze client data to provide customer relationship management
• Expand relationships and bring in new clients

What We’re Looking For:

• 4-5+ years of professional work experience in sales, management, strategic account management or relevant experience
• Proven results of delivering client solutions and meeting sales goals 
• In-depth understanding of company strategic clients and their position in the industry 
• Extremely strong client management skills and ability to work with customers to demonstrate the value and power of the Thought Industries platform 
• Intellectually curious with a passion for what you do and a drive to succeed 
• Adhere to the highest ethical standards and conduct, honors commitments, and treats people with kindness, compassion, trust and respect

Key Skills:

• Results-driven mentality, with a bias for speed and action
• Ability to multitask, prioritize, and manage time efficiently
• Self-motivated and self-directed while also being goal-oriented and organized team player 
• Excellent interpersonal relationship skills 
• Strong analytical skills, with the ability to translate data into insights. 
• Excellent verbal and written communication skills; must be an active listener, a presenter, and a people-person 
• Experience with SFDC, Gainsight and Zendesk is preferred
• Strong G-suite skills
• Comfortable in a startup environment: we move quickly and wear many hats in a dynamic environment