Customer Business Executive

The Customer Business Executive plays a pivotal role in maintaining and nurturing our most significant and committed client relationships. This position is focused on account management rather than new business development, embodying the philosophy of a ‘farmer’ rather than a ‘hunter’. The primary responsibility involves acting as an account executive and liaison for large, established accounts, ensuring smooth collaboration between clients and our internal teams.

Responsibilities

Account Management & Growth:

• Foster strong, long-term relationships with key accounts by understanding their business needs and offering tailored solutions.
• Regularly review account performance and identify opportunities for further engagement and growth within existing accounts.

Project Management:

• Serve as the lead project manager for major accounts, coordinating across various internal teams to ensure timely and successful delivery of services.
• Monitor project progress, troubleshoot any issues, and communicate updates to all stakeholders.

Internal Collaboration:

• Work closely with teams across the organization, including sales, marketing, product development, and customer support to align on client objectives and strategies.
• Act as the voice of the client within the organization, ensuring their needs and expectations are understood and met.

Reporting and Analysis:

• Prepare and present regular reports on account status, including performance analytics, client feedback, and strategic recommendations.
• Analyze trends and market conditions to better understand client contexts and needs.

Client Advocacy:

• Act as an advocate for client needs within the organization, balancing client requests with company capabilities and objectives.
• Address client concerns and ensure a high level of client satisfaction throughout the partnership.

Skills and Experience

• Proven track record of successfully managing large committed accounts.
• Deep understanding of the SaaS market.
• Strong analytical, strategic thinking, and problem-solving abilities.
• Excellent communication, negotiation, and relationship-building skills.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Minimum of 10 years of experience in account management or a related field, preferably within a similar industry.
• Proven track record of managing large, complex accounts and maintaining strong client relationships.
• Excellent project management skills, with an ability to lead and coordinate cross-functional teams.
• Strong analytical and reporting skills, with a proficiency in utilizing CRM tools and data analysis software.
• Exceptional communication and interpersonal skills.
• Ability to work under pressure and manage multiple accounts simultaneously.

Hiring Process:

• Phone Screen – 30 minutes with our Recruiting Team.
• Virtual Interview – 45/60 minutes with Hiring Manager.
• Virtual Interview – 30 minutes with the People Team.
• Virtual Interview – 60 minutes with Chief Revenue Officer.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service and Business Development

Industries

• IT Services and IT Consulting

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