Account Manager - Client Success - nFocus Solutions

Role Summary        

As the Account Manager, you will have the opportunity to act as the voice of the client and will interact directly with the client, software development, technical support and the management team. This role will collaborate with a variety of clients, particularly non-profits, to help onboard new and/or migrating clients to one of our Trax solutions. 

• Client Advocate - You love partnering with clients to determine their unique business needs, current and future, and how the nFocus platform can meet those needs.
• Go Getter - You are on point in identifying potential hurdles, proactively addressing them and communicating with the client every step of the way. You go the extra mile by randomly calling clients just to see how they are doing.
• Planning Guru – You understand that it takes more than one person to cross the “go-live” finish line. With this, you make it a priority to communicate with internal teams as well as the client, confirming project plan status and target go-live dates.
• Work Smarter, Not Harder - You are not afraid to look at the status quo and provide recommendations for process efficiencies and/or stronger client communication. And of course, you document every step of the way to better transfer knowledge org-wide.
• Team Player - You welcome the opportunity to partner with internal teams, like software development, to provide client feedback to be incorporated in future product releases.

A day in the life of an account project manager includes:

• Weekly status calls with clients
• Executing consultative conversations with clients on how to best use our software.
• Proactively reaching out to clients to obtain feedback and keeping a pulse on partnership/relationship.
• Respond to client inquiries in a timely manner via phone, email, and chat.
• Input tickets for client issues and track statuses using our ticket tracking system.
• Documenting issues and monitoring resolution progress in the ticketing platform
• Tracking progress of projects in CRM and regularly updating implementation notes.
• Providing ad-hoc training on modules
• Creating project timelines and managing client expectations accordingly
• Managing e-mail and phone communications and track touch points in CRM
• Test and validate newly deployed features, enhancements, and patches.
• Creating enhancement or feature requests based on feedback received from client interactions.
• Interfacing with training team to ensure client is properly trained at the proper time.
• Becoming a subject matter expert on one or more Trax Solutions modules.

What We'd Like You To Have

• Bachelor's Degree or equivalent experience
• Minimum of two years in software implementation and/or account management.
• Minimum of two years in a software (preferably SaaS) 
• Ability to master system functionality and become a Trax software product expert – and remain current with new product updates.
• Project management skills – you’ll need these to manage your many projects (i.e. developing new or updating existing content, delivering webinars, creating recorded content, creating bi-weekly client newsletters and more).
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel.
• Strong desire to exceed client expectations.
• Extremely tech-savvy and willing to become a product expert.
• Capacity to learn quickly and apply recently acquired knowledge.
• Ability to successfully deal with ambiguity.
• Highly skilled in Word, PowerPoint and Excel
• Willing to submit to required background check.

Perks & Benefits

We offer a competitive benefits and compensation package including paid time off, paid holidays, medical, dental, vision, long-term disability, voluntary life insurance, legal benefits, identity theft protection, health savings account, education reimbursement, learning and development reimbursement, company-paid basic life insurance, company-paid short-term disability, and a 401(k) plan with a company match.

About nFocus Solutions

nFocus Solutions is dedicated to the development of innovative technologies and intelligent business solutions for the public sector. We are a leading provider of applications, services, and technologies that nonprofit organizations, communities, first responders and government agencies rely on to deliver services to the public at large. Our high-quality data management and analysis software enable our clients to achieve clear, well-defined results that change the world.

At nFocus Solutions, we are committed to a diverse and inclusive workforce. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of innovation. nFocus Solutions is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

                 Implementation specialist | client relations | client partner | account executive| territory account representative