We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is seeking a Key Account Manager who will be accountable for delivering world-class account management and business direction to SupportNinja’s most important customers. Specifically, this position is responsible for building long-term relationships with new and existing customers by understanding their business goals, proposing enhancements to product and/or services and leveraging appropriate company resources to address how clients can achieve better business outcomes by leveraging SupportNinja products/services.
The Key Account Manager is responsible to upsell, cross-sell, and consult with the client and will bear a sales quota in addition to growing the revenue of an account base, including renewals. The Key Account Manager’s involvement with the client will encompass the entire lifecycle of the relationship – beginning with the initial implementation and carry through to building a long-term relationship. Client interaction will be done both over the phone/WebEx and face to face. The Key Account Manager will be the business leader in an account and work in concert with our support teams. Together, these teams are responsible to ensure both customer longevity and systematic growth.
What does a day in the life of a Key Account Manager look like?
Convert the opportunities into orders
Build trust and develop relationships, both internally and externally
Demonstrate the monetary value of our services
Manage cross functional teams
Identify upsell and cross-sell opportunities within the customer base
Become intimately familiar with the assigned account base and become the trusted advisor to the customer for better business outcomes
Consult with the client regarding their business and identify areas in which they can use their existing SupportNinja products more effectively in coordination with best practices in the industry
Maintain a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor’s products and what strategy SupportNinja should develop to counter
Maintain a working knowledge of all other SupportNinja products/services, competitive product lines, differentiators, and industry trends through self-education and SupportNinja’s resources
Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and next steps
Work directly with SupportNinja product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancement and development
Work with SupportNinja’s Implementation team to play a role in smooth customer implementations by providing on-site assistance as directed and provide appropriate feedback to the greater sales team post turn up
Measure success via tracking of client retention and revenue growth
Create plans and strategies for developing business and achieving the company’s sales goals
Travel for in-person meetings with customers and sales agencies to develop key relationships
Manage the national accounts, and sales resources to deliver profitable growth
Provide detailed and accurate sales forecasting
Create a culture of success and ongoing business and goal achievement
Define sales processes that drive desired sales outcomes and identify improvements where and when required
Work closely with the marketing function to establish successful support, channel, and partner programs
Manage key customer relationships and participate in closing strategic opportunities
Maintain and develop long term customer relationships
Performs other duties as assigned
What are the required qualifications of a Customer Success Manager?
Bachelor’s Degree in Information Technology, Business Administration, or related field or equivalent work experience
8+ years applicable experience in the account management function in customer service, BPO, call/contact center and/or service delivery
Proven experience in meeting or exceeding sales quotas and expectations
Experience in managing the business aspects of large Enterprise-level customers
Demonstrated experience in a fast-paced environment and meeting customer time constraints
Demonstrated experience working independently with little to no daily supervision
Competency negotiating and upselling products and services offerings
Work independently and are responsive to email
Resourceful and fast learner who is eager to acquire new skills/knowledge
Willing to travel up to 20% to domestic and international destinations
Ability to quickly pivot
Obsessed with delivering quality
Have a track record of solving problems between customers and service teams
Love metrics and analytics, and understand that “correlation is not causation”
Must be organized, results-driven, resourceful, and can use tact and sound judgment when dealing with diverse clients
Customer-focused with a track record of enhancing service delivery
Excellent verbal and written communication skills including the ability to communicate with employees and clients at all levels
Ninja Perks and Benefits
●Paid time off, birthday leave
●Bonus and incentive plans
●Opportunities for skills training and personal and professional development
●Employee Referral Program
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.