Senior Account Manager

Eckoh is a market leader of Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. As a PCI DSS Level 1 Service Provider, our products and expanding digital and conversational AI capabilities help enterprises protect sensitive data, improve customer experience, and modernise the way they operate. Our mission is to set the standard for secure interactions between consumers and the world’s leading brands.

With a strong heritage in secure payments and an expanding portfolio of cloud native, omni-channel engagement solutions, our vocation is simple: to make every customer interaction secure whether it is handled by a human agent or an AI agent, without ever compromising the customer experience. Our large portfolio of clients, which includes many of the Fortune 250, come from a broad range of vertical markets including healthcare, retail, hospitality, financial services, and utilities. Our innovative products build trust and deliver value through exceptional experiences.

The Role: We are looking for an exceptional Senior Account Manager to join our innovative and dynamic team. As a senior member of the team, your main role will be to retain top customers and nurture those key relationships. You will enjoy a varied role managing several of our key clients with the aim to grow and retain. You will have a full technical understanding of your customer solutions and the ability to manage the commercial/sales element of your customer needs.

Demonstrating strong relationship skills along with analytical and presentation skills, you will be responsible for the day-to-day management of key strategic accounts including account development, coordination, relationship management and the measurement and monitoring of account performance. As a team, we are focused on increasing the value of all our accounts through upselling and cross-selling, whilst the retention of our customer base remains our priority. We will provide you with administrative support to assist in the running of your accounts, so that time can be focused on the commercial areas of the role, and key relationship building to allow for this account growth and retention.

Key Functional Responsibilities:

• Develop and maintain strategic long-term relationships with key clients to accomplish growth and long-term company objectives.
• Develop positive working relationships with all customer touch points and serve as main point of contact both externally and internally.
• Co-ordinate and conduct business reviews to provide performance feedback, educate and provide industry insights.
• Drive client retention, renewals, upsells.
• Gather, report and communicate customer feedback on service, technology and product delivery.
• Manage individual lead generation and sales targets for existing client sales.
• Manage retention target across allocated accounts by working independently and with our sales team.
• Keep abreast of industry and market trends and best practices.
• Assist and support on defined elements of the AM Team department Strategy.
• Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight.