Position Description
The Customer Account Executive (CAE) is responsible for the management of Neighborhood America’s existing customer base. The CAE will act as the primary point of contact within Neighborhood America to ensure the customer is highly satisfied with the implementation of our solutions and will work to renew and grow the customer base. The CAE will build and maintain relationships with key customers and stakeholders in support of the business strategy for each assigned account. The CAE will deliver innovative ideas and programs that will potentially drive increased community involvement or participation within the customer online community.

Essential Functions:

• Establish trust and build strong relationships with all individuals within customer accounts area.

• Develop a strategic vision and placement of our existing and newly released solutions based on learned best practices to meet customers business needs.

• Provide knowledge transfer of customer requirements to all areas to ensure a smooth transition from sale through implementation and thereafter.

• Maintain established renewal rate based upon annual revenue and business goals for assigned accounts.

• Build upon customer base knowledge by expanding contacts within customer accounts and maintaining industry related knowledge.

• Leverage internal resources to resolve customer issues with immediacy and appropriate action and escalate issues to management in a timely manner and as necessary.

• Track customer contact and sales activities to manage up sell activities and renewal pipeline using established procedures, processes and customer relationship management software (Salesforce.com)

• Engage existing customers, sales executives, marketing, and business development to grow existing revenue base with emphasis on client retention.

• Update sales executive on progress milestones and where new up-sale opportunities exist

• Develop a depth of knowledge around Neighborhood America’s solution set and across the competitive marketplace to assist customers in developing a tactical plan for deploying our solution across their organization’s initiatives.

Requirements
This position requires strong product knowledge and proven hands-on experience in problem solving and innovation, as well as the ability to coordinate and manage multiple customers simultaneously. Successful candidate skills include: • Bachelor’s degree in business or related and directly related customer/account management experience required; or, a combination of education and experience.

• Strong understanding of web 2.0, social networking, and web technologies.

• Ability to deliver presentations and very comfortable with customer interaction.

• Confident in leading cross functional teams to deliver a high level of service to our customers.

• Strong problem solving skills

• Exceptional customer account management and customer relationship building skills

• Excellent verbal and written communications skills

• Desire to work with other departments to grow revenue through a consultative selling approach.

• Exceptional customer service skills and the ability to train non-technical individuals on how to use technology

• Ability to research technology/applications to stay current with the market in order to make recommendations

• Ability to effectively work and interact with persons at all levels within an organization

• Self-motivated, detail-oriented with excellent time management skills

• Proficiency in office technologies a minimum – Word, PowerPoint, Excel, Salesforce.com or comparable contact management solution. • Programming knowledge of HTML or other a plus but not required.

• Project management experience a plus