Senior Account Representative (Remote)

Specializes in owning the customer relationship with a focus on growing existing customer spend and footprint, understanding customer issues and facilitating resolution, and ensuring customer retention and positive experience. Owns the client relationship for all growth and delivery for assigned customer base. Partners with customers and internal resources to address critical priorities. Develops deep relationships based on understanding customer business needs and strategy to act as a true partner for creating and servicing IT infrastructure solutions. Leverages subject matter experts to provide and support product solutions. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Career Level Summary

• Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines.
• Solves complex problems.
• Works independently, receives minimal guidance.
• May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives.
• Acts as a resource for colleagues with less experience.
• Level at which career may stabilize for many years or until retirement.

Critical Competencies

• Customer Knowledge: Capitalizes on deep understanding of current customer’s organization structure, business processes, strategic objectives and challenges in order to anticipate and meet customer needs.
• Relationship Management: Cultivates relationships with broad groups inside the organization (e.g., leadership team, business partners) and externally with key constituents, partners and allies (e.g., government, industry groups); provides recommendations for managing challenging relationships.
• Negotiation and Influence: Persuades others by supporting ideas with logical arguments/data, recognizing what information to share and when to share it; builds support to resolve issues and achieve the most favorable outcome for the company.
• Technical Knowledge of Products: Demonstrates knowledge of market segments as well as market data trends and makes recommendations accordingly.
• Systems Thinking: Leads collaboration with key stakeholders and contributes subject matter expertise to develop unique solutions to complex issues.

Key Responsibilities

• Other Incidental tasks related to the job, as necessary.
• Guides customer satisfaction, account retention and growth by collaborating with clients and internal teams.
• Develops strong relationships with executives and influencers to expand and implement effective, enterprise-wide strategies.
• Owns forecasting and account planning on a monthly/quarterly/annual basis.
• Leads sales process for all Rackspace solutions.
• Seeks new opportunities within existing accounts.
• Meets virtually with qualified leads to better understand customer needs and provide proposals.
• Leads efforts to create proposal for solution to prove value add.
• Leads the negotiation, closure, and documentation of customer renewals for customers.
• Works with Customer Success Manager to invest in higher service levels for a customer with low MRR but high wallet and to identify and pursue opportunities for upgrades, cross-selling, and upselling.
• Creates advocates out of clients by delivering fanatical customer experience and leverages client advocates to drive additional sales.
• Utilizes and updates CRM tools to track all pertinent account information and sales progress as well as forecast and prioritize to achieve quarterly goals.

Knowledge

• Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines.
• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market.

Skills

• Able to effectively communicate over the phone, through email, and face-to-face.
• Able to communicate the same message in a different way to both technical and business-oriented people.
• Superior ability to adapt messages to stakeholders at all levels of the company, from CTO level to front-line technical support.
• Strong presentation, written and verbal communication skills.
• Goal oriented with superior work ethic.
• Able to influence others in decision-making.
• Superior negotiation skills and the ability to negotiate with many personality types.
• Effective time management skills and the ability to work numerous projects at once.
• Strong problem-solving skills and a high level of patience and the ability to nurture.
• Able to develop and manage internal and external business relationships of various temperaments, talen