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Account Manager

Bremerton, United States

ABOUT THE JOB 

We are seeking an Account Manager to join our growing team. As an Account Manager, you will be part of Silverdale Tech's Client Success Team. This role is crucial in our customers’ journey. From initial engagement to final delivery our Clients will depend on ongoing recommendations, training and insights to optimize their systems and processes for their success. You will be responsible for keeping our existing customer base successful through effective customer engagement and technology adoption.

This role includes managing Clients and requires project management, customer engagement, and ongoing training of the Odoo platform. You will become an expert on core product functionality, and provide feedback to internal teams operations and development teams. You should be a natural teacher, process obsessed, confident with technology, solution-oriented, and eager to support our Clients businesses.  You will be accountable for platform adoption, sales volume and renewal rates.

You will cultivate relationships with our clients, representing their goals, strategy, and requests internally, and externally represent Silverdale Tech to our Clients. Additionally, account managers seek out and respond to new business requests and opportunities from their clients.

RESPONSIBILITIES

  • Work with clients to clearly define a project and what success looks like, then distill that into a project brief from which internal teams can work

  • Work closely with our Business Analysts, Functional Experts and Development Teams to ensure we deliver a high-level product that fulfills the client’s needs on time

  • Establish agendas and lead internal and external meetings

  • Communicate clearly and frequently, both internally and externally. Provide regular check-ins and follow-ups to keep projects on schedule

  • Help set and maintain the client strategy

  • Bring clarity to and own projects through completion and delivery

  • Identify new and additional services and projects clients may need

  • Monitor projects and provide effective communication when they may be in jeopardy

  • Anticipate potential blocking issues and work with stakeholders on preemptive solutions

  • Be available for rare, yet potential, off-hours meetings, events, and networking opportunities

  • Track individual customer accounts, develop personas and match programs and tactics accordingly

  • Monitor, measure, and map customer engagement and activity

  • Provide exceptional customer service using proactive communication

  • Maintain great technical knowledge of the Odoo platform and guide our customers through relevant features and functionalities for their specific needs

  • Collaborate with the Support and Development teams to ensure customer satisfaction

DESIRED SKILLS AND EXPERIENCE

Experience:

  • 1-2 years experience or equivalent, as a Customer Success Manager (CSM) in SaaS

  • A good understanding of CSM metrics and key performance indicators (KPIs)

  • A passion for training and communicating with customers, and the drive to help them be successful

  • Excellent communication skills both to engage customers and deliver feedback to your peers and management

  • Strong technical skills, and a willingness to quickly adopt new skills

  • A service-oriented, can-do attitude: you are able to stay enthusiastic, positive and focus on the go-forward strategy

  • Bonus: experience with the Odoo ERP system

Personal Attributes:

  • A highly motivated, focused self-starter (this isn’t a theory it’s a must)

  • Energized by human interaction, communication and building relationships

  • Well organized, always looking to excel and over-deliver

  • Able to methodically track progress, steps and results

  • Hungry to learn and excel at facilitating our Client’s success

  • An excellent communicator with ability to resolve customer issues with grace

  • Comfortable working in an entrepreneurial environment

WHO WE ARE

Silverdale Tech is a privately held global process and technology company. With our Head Office based in the USA, we provide business process consulting and technology services through the Odoo ERP platform.  We are driven by our mission of connecting people and processes through great technology.

WHY JOIN THE SILVERDALE TECH TEAM

We are as fanatical about our Silverdale Tech family as we are our Clients.  We are a team in every sense of the word. Everyone here is approachable and excited to pitch in and help. We work hard and play hard. The right candidate is easy to get along with, always willing to lend a hand, excited about coming to work, and happy to contribute to the team.