Manager, Strategic Account Management
March 2013 — Present
Direct manager to the team of Strategic Account Managers. Implements account management policies, objectives, and initiatives.
Defines business strategies by applying knowledge based on customer market. Responsible for retention and growth of the existing client base through individual efforts and efforts of the account management team to deliver profitable quality service. Plans client retention strategies and account strategies that increase revenue. Ensures products and services consistently meet client needs. Act as a customer advocate to drive improvement in the customer experience across the business. Analyze product consumption patterns and outcomes to optimize customer ROIs and increase service usage. Manages client assignments.
Serve as a consultative liaison and a point of escalation/engagement between Asurint and Key Accounts to protect the revenue of Key Accounts. Facilitate the resolution of customer escalations with senior management internally. Establishes and maintains strong and positive customer relationships while ensuring overall client satisfaction.