JOB SUMMARY
The German Speaking Account Manager is a part of the Global Account Management team and is accountable for client satisfaction and all aspects of the total client relationship and experience with Mood as well as executing upon the company’s strategies and initiatives. The Account Manager will have a portfolio focused
of mid-market size brands, franchise owners, private owners, etc.
He/she will focus on revenue retention and growth through developing and deepening relationships, developing and conveying value, and ensuring client satisfaction through Mood strategies as well as day-to-day engagement. The role requires vertical trend analysis, strategy development, critical fast-paced thinking, exceptional communication skills and the ability to build/lead and manage internal and external relationships. Approximately (50%) of your time will be devoted to developing and executing client satisfaction tactics and strategies.
Approximately (50%) of the time will be devoted to managing client relationships, cross sell / up sell Mood programs, program performance activities and marketing strategy and execution.
CORE RESPONSIBILITIES
- Fully accountable for a set portfolio of accounts associated to the German Market
- Build and maintain relationships with our clients that lead to the highest levels of customer satisfaction and retention as well as new business opportunities for both the client and Mood
- Actively manage the client on a day-to-day basis- keep them informed, engaged and satisfied – while fulfilling the day-to-day transactions for each account
- Understand each client’s needs and goals and be able to match those needs to Mood products and services through upgrades, up selling, re-contracting, and additional Mood services
- Required to oversee and ensure all down-stream responsible parties (i.e. administration, operations, etc.) have all the necessary details to fulfil their obligations for new locations, re-contracts, cancellations, closures, etc.
- Educate clients on the benefits of Mood products and services and the integrated capabilities of the company through the compelling articulation of our business model and value proposition
- Collaborate with management to customized account plans for each client, outlining service delivery and revenue growth strategies
- Maintain and publish a quarterly portfolio health review for management to have clear visibility into the success and risk of the portfolio and accounts therein
- Detailed and required use of CRM tool to produce portfolio management reporting, pipeline, forecasting and potential churn of clients
- Find and close new revenue opportunities within an existing client base, collaborate with subject matter experts to maximize upsell/ cross sell opportunities with best practice point of view established by Mood COE and breathe of client engagement
- Provide client feedback back into solution development and COE organizations to aide in keep the voice of the client at the centre of the development process.
