Account Manager

Job Description

POSITION OVERVIEW

PointCentral, a rapidly growing, entrepreneurial technology company, is seeking a highly ambitious individual to join our Customer Success team. This position will work with strategically important customers in our short-term and long-term rentals verticals. This role will be customer facing and manage tactical aspects of the overall relationship, from relationship building to advocating for client needs internally to planning and communicating client deliverables. The role will also lead the delivery of training, product and marketing support, and other initiatives to drive customer growth, retention, and lifetime value.

RESPONSIBILITIES

The Account Manager’s primary job responsibilities will include:

• Manage and develop relationships with key personnel at assigned customer accounts to increase satisfaction, engagement, growth, and retention by demonstrating value and improving customers’ businesses through effective utilization of the PointCentral solution.
• Develop a deep understanding of accounts’ operations, solution usage, and product and operational challenges in order to provide internal recommendations that reduce obstacles to value realization and barriers to satisfaction.
• Work with customer personnel to coordinate ongoing product ordering and installation, ensure timely invoice payments, and provide frontline product/solution support for system issues.
• Act as the primary point of contact for the account base for all communication inbound and outbound. Fully comprehend customers’ needs, articulate those needs to the appropriate internal parties such as CORE Technical Support, Project Management, TAM, Billing, etc. as necessary, and facilitate a coordinated response that supports the overall account performance objectives.
• Collaborate with internal Sales, TAM, and Project Management teams to ensure seamless account transition from pilot through full deployment.
• Deliver live trainings and webinars, product updates, and other customer communications that help drive customer engagement, growth, and retention.
• Conduct standard weekly account meetings as well as quarterly and annual business reviews to ensure full awareness and prioritization of product, marketing, and operational deliverables.
• Build and maintain accurate account databases in our CRM of record including key personnel, customer profile, project priorities and target dates, monthly reports (sales, installs, attachment rates, etc.), etc. that aid in strategic priority reviews.
• Analyze and assess the growth/risk potential of account base according to operational metrics, benchmarks, and targets for customer success (adoption, usage, health, satisfaction, etc.).
• Capture customer feedback and effectively communicate product issues, deficiencies, and requests to TAM and PM.
• Attend industry association meetings and trade shows as necessary.

REQUIREMENTS

• 3+ years of experience in client-facing roles, preferably in SaaS, IoT or other technology
• Demonstrated ability to establish and maintain effective relationships and partnerships with key stakeholders
• Excellent communicator, small group presenter and collaborator across all levels of internal and external organizations
• Proficiency in Salesforce and Microsoft Office applications
• Strong people skills; natural customer service orientation and disposition – candidate must enjoy working with clients and supporting internal customers in the organization
• Strong analytical and problem-solving skills
• The ability and commitment to meet deadlines, even during high volume periods
• Ability to travel up to 40%
• Bachelor’s degree

PREFERENCES

• 5+ years of experience in client-facing roles, preferably in SaaS, IoT or other technology
• Experience working in short term or long term rentals industry (Vacation Rental Management Association, Onsite Property Management Association, Corporate Housing Professionals Association, National Association of Residential Property Managers, National Rental Home Council, National Apartment Association, National Multifamily Housing Council)
• Proficiency in Salesforce

WHY WORK FOR POINTCENTRAL?

• Collaborate with outstanding people : We hire only the best. Our standards are high and our employees enjoy working alongside other high achievers.
• Make an immediate impact : New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the Alarm.com team!
• Gain well rounded experience : Alarm.com offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.
• Work with the latest technologies : You’ll gain exposure to a broad spectrum of IoT, SaaS and M2M technologies including wireless communication, video monitoring, smart home automation, web development, and backend application development and hosting.
• Focus on fun : Alarm.com places high value on our team culture. We even have a committee dedicated to hosting a stand-out holiday party, happy hours, and other fun corporate events.

COMPANY BENEFITS
PointCentral offers competitive pay and benefits including a wide choice of healthcare options with generous company subsidy, a health savings account option with company contribution, 401(k) with employer match, paid holidays and paid time off increasing with tenure, paid maternity and paternity leave, company paid STD/LTD and life insurance, flexible spending accounts, and a casual dress work environment.

For more information, please visit www.alarm.com .

Alarm.com is an Equal Opportunity Employer

In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future contract positions, record keeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.