Job description for Account Manager (Cloud Company) at Pt. Era Awan Digital (eranyacloud)
Job Description
- Manage and maintain strong, long-term relationships with existing customers to ensure high customer satisfaction and retention.
- Serve as the primary point of contact for assigned customers and understand their business needs, challenges, and objectives.
- Manage the end-to-end customer renewal process, including monitoring contract expiration, preparing renewal proposals, negotiation, and ensuring timely renewal.
- Identify opportunities for upselling and cross-selling products or services based on customer needs and usage.
- Develop and execute account management strategies to maximize customer lifetime value and recurring revenue.
- Proactively conduct regular customer check-ins, business reviews, and account meetings to maintain engagement and identify potential opportunities.
- Coordinate with internal teams such as Sales, Presales, Technical/Delivery, Finance, and Customer Support to ensure excellent customer servicing and issue resolution.
- Monitor customer usage, satisfaction, and potential risks that may impact renewal or retention.
- Handle customer inquiries, complaints, and escalations professionally and ensure timely resolution.
- Prepare account plans, sales forecasts, renewal pipelines, and regular reports on account performance.
- Maintain accurate and up-to-date customer information, sales activities, opportunities, and contract details in the CRM system.
- Build a deep understanding of the company's products and services and effectively communicate their value to customers.
- Achieve assigned targets for renewal, retention, upselling, cross-selling, and revenue growth.
Minimum Qualifications
- Bachelor's degree in Business, Marketing, Management, Communication, or a related field.
- Minimum 2–4 years of experience in Account Management, Customer Success, Relationship Management, B2B Sales, or a similar role.
- Experience managing existing B2B accounts and renewal processes is highly preferred.
- Proven experience in upselling, cross-selling, and growing revenue from existing customers.
- Strong customer relationship management and communication skills.
- Good negotiation and presentation skills.
- Customer-oriented with strong problem-solving and interpersonal skills.
- Ability to understand customer business needs and translate them into suitable products or solutions.
- Able to work collaboratively with cross-functional teams.
- Strong organizational skills with the ability to manage multiple accounts and priorities.
- Target-oriented, proactive, and comfortable working with revenue-based KPIs.
- Experience using CRM systems and sales/account management tools.
- For a technology/cloud company: having experience in cloud computing, IT solutions, SaaS, cybersecurity, data center, or other technology-related products/services would be an advantage.
- Good command of English, both written and verbal, is preferred.
