Account Manager

ACLIVITI, LLC

Our Sales team is seeking a dynamic, self-motivated Account Manager to support a portfolio of existing client relationships in the CCaaS (“Contact Center as a Service”) and UCaaS (“Unified Communication as a Service”) space. We are looking for a self-motivated individual who loves helping clients meet and exceed their business goals through technical solutions. As we grow our contact center consulting focus, our Account Manager will work with key stakeholders to ensure support and understanding throughout their technology lifecycle.

Why We’re Different:

At ACLIVITI, our mission is to create successful experiences that enable leaders to shift beliefs and deliver transformational results. Our vision is to be how business gets done in the modern enterprise. We accomplish this through a zealous commitment to our core values and an enduring belief in making an impact.

Who We Are:

A groundbreaking, profitable, IT professional services firm headquartered in Chicago
Experts in helping clients find cloud-based managed IT solutions, that save money and solve problems
Highly entrepreneurial and passionately focused on solving client issues and building relationships
A close-knit, professional, fun, hardworking team dedicated to continuous improvement

Who Our Clients Are:

Global $1-$10B annual revenue companies committed to managing their IT organizations as successful, customer-focused businesses
Interested in a better approach to making decisions and maximizing IT spend and technology value across their organizations
Diverse – our team works with all client stakeholders involved in making large transformational IT decisions, not just one decision-maker

How we solve:

ACLIVITI provides a true partner-centric approach that ensures we support our clients before, during, and after their vendor selection and implementation process
Create client-side plans that accelerate the decision process with a clear focus on outcome achievement, and subsequently guide the client through what can be complex, long-cycle deployment programs
Forge alignment between C-Suite, Finance, Business Unit & IT Executives to ensure complete cross-functional buy to the solution, timeline, and outcomes
Build CFO level business case models for CCaaS and UCaaS transformation programs

Our Account Manager Will:

LMA (Lead Manage Accountability)

Lead in your day-to-day responsibilities and work together across the organization to achieve desired outcomes
Manage assigned tasks and objectives from start to finish
Act in a mentoring capacity to support the career development of direct reports and other ACLIVITI colleagues
Be accountable for all outcomes, whether they be individual or as a team
Contribute on end-to-end solutions including solutions assessment and design, requirements planning, business case development, ROI / TCO data collection, vendor management, communication & evaluation
Coordinate on end-to-end solutions including calendaring, note taking and consolidation, requirements planning, business case development, data collection, communication
Lead sales process and contribute to the internal development of our practice through participation in areas such as new content creation, content revisions, training, methodology and toolkit development

Manage Renewal and Cross Sale Opportunities as Opportunity Owner

Manage active client relationships to ensure high Customer Satisfaction
Manage CCaaS software contract renewals with active vendor relationships
Maintain strong relationships with vendor partners to align on joint customer-vendor roadmap strategies
Identify opportunities for upsell and cross-sell while gathering key requirements
Effectively document sales process and activity metrics
Support and lead clients with very clear communication
Work directly with our Principal Sales Executives and Senior Managers of Transformation Services to deliver feedback from clients on how to best facilitate and drive customer satisfaction
Leverage company resources to meet the needs of the client
Support the documentation and organization of client information and standards
Be an advocate for innovation and early adoption

QBR Management

Maintain schedule, organize and orchestrate proper content with vendor partners, and internal ACLIVITI team to execute customer QBR meetings
Effectively present content during scheduled customer QBR events
Manage active MRC (Monthly Recurring Contract) projects
Measure success of client retention and revenue growth
Design organization goals and strategic plans to ensure client success
Responsible for managing client expectations and satisfaction based on best practices, requirements, and inter-departmental activity

Product Roadmap Management

Become a trusted advisor through consultation and support regarding their contact center roadmap and identify where they could effectively integrate new technology and best practices into their business
Maintain working knowledge of products and services in the industry
Leverage Deployment Services expertise where necessary to validate solution applicability, LoE (Level of Effort), and potential implementation timelines
Work directly with the client to ensure the process design and implementation aligns with scope
Support building and executing business cases

Client & Vendor Relationship Management

Identify and participate in customer facing meetings and activities
Identify opportunities to scale efficiencies and new ways of working across multiple projects
Collaborate and build synergy within both inside and outside sales efforts
Manage strategic vendor relationships through Sales, Delivery, TAM (Technical Account Manager)
Build strong relationships with key stakeholders to develop business-case led transformations and win new business
Consult with vendors through the sales process and nurture relationships through every engagement
Be the point of contact between the vendor and the client
Lead client and vendor events
Be a leader through our Client Success Management resources

Our ideal candidate will:

Have 5-7 years of experience supporting enterprise clients through digital transformations in contact center operations, consulting, cloud-based consulting, “as-a-service” enterprise technology; preferably in CCaaS
Be a Salesforce expert - highly skilled at using a CRM to stay organized and report on activity
Proficient in Microsoft Office: Outlook, PowerPoint, Word
Be comfortable building relationships with client C-Suite, BU leadership, IT leadership, and IT working teams
Build strong vendor relationships in the IT leadership community to strengthen the ACLIVITI network
Strong organizational skills to diligently track active project management in Wrike Project Management Tool
Possess the ability to overcome objections and obstacles to develop business and execute development strategies with targeted relationships
Be able to quickly and confidently call out next steps on key accounts to help drive business
Be flexible and able to work in a fast-paced environment with minimal supervision
Have a high sense of urgency to ensure customer outcomes and satisfaction
Enjoy being a part of a fast-growing team in an early stage, profitable company
Always put the client first
Be a team player who brings energy and a positive attitude to work every day

ACLIVITI

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