Note: The job is a remote job and is open to candidates in USA. Intertek is hiring an Account Manager for its Alchemy team to support medium to large customer accounts after sale. The role develops customer relationships, drives product adoption and success, identifies growth opportunities, and coordinates solutions throughout the customer life cycle.
Responsibilities
- Manage a portfolio of customers at scale, delivering proactive guidance, adoption support, and value realization across multiple accounts simultaneously
- Demonstrate a strong understanding of SaaS platforms, customer workflows, integrations, and product capabilities to effectively guide customers on adoption and best practices
- Translate customer business requirements into product recommendations, troubleshoot common platform queries, and collaborate with cross-functional teams to drive successful outcomes
- Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to showcase value realization, align on business objectives, review adoption metrics, and identify opportunities to drive customer outcomes and growth
- Build customer champions and advocates to ensure clients can articulate and understand the value Intertek Alchemy is driving to their business
- Leverage customer health data, product adoption insights, and consumption metrics to proactively identify risks, drive recommendations, and improve customer outcomes
- Develop a deep understanding of customer business objectives, industry trends, competitors and market dynamics to identify opportunities for value realization, expansion, and strategic growth
- Identify and close opportunities to cultivate organic sales within assigned accounts
- Assist with the implementation of Alchemy products and services
- Handle escalated customer concerns and account issues
- Partner with internal resources to proactively identify opportunities or issues that drive customer retention
Skills
- Bachelor's degree (B.A.) or a minimum of 4+ years of Account Management, Customer Success Management, and/or Client Relation Management experience with renewal and organic growth responsibilities
- Ability to analyze customer's usage data, KPIs and health indicators to identify opportunities for improvement and translate into actionable recommendations, plan and path to solutions
- Proven experience building and maintaining strong relationships with large and small organizations with multiple stakeholders
- Ability to explain complex technical concepts in business-friendly terms to customers
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level
- Proven track record of driving revenue growth through identifying and converting upsell opportunities
- Ability to work autonomously under pressure
- This is a remote position; however, applicants must reside in and be able to legally work in the United States
Benefits
- Medical, dental, vision, life, and disability benefits
- 401(k) with company match
- Generous vacation / sick time (PTO)
- Tuition reimbursement
- Remote position
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