Description:
JOB SUMMARY:
This position is responsible for managing and maintaining current business relationships with established accounts. Onboard new clients providing them necessary information to be successful. Proactively following up with customers to ensure implementation of the product, capturing key contact information, confirming usage metrics, maintenance of account and contact information, and to maximize any cross-sell or up-sell opportunities. Monitor customer feedback and customer satisfaction in efforts to ensure customer retention.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
- Proactive follow up with new customers with the following objectives: develop and maintain a strong business relationship with key contacts, learn pertinent information concerning business perspectives and goals, cross selling opportunities, & maintaining account information.
- Onboard new clients: capture key contact data (i.e. technical leads, account administrators, billing and shipping), confirm licensed products, review support structure with the client, set proper expectations for renewals and provide clients information to be successful.
- Contact customers annually to inquire about their product usage (i.e. users, transactions, employees, clients, affiliates, connections, etc.).
- Ensure that the customer pricing is in compliance with the License Agreement. Evaluating and report on customer satisfaction. Information will be gathered through phone calls, surveys, etc. and shared throughout the organization.
- Will seek input and feedback for the continuous improvement of product service levels and processes.
- Provide customers with information pertaining to their renewal account. Inform customer of their products and services, renewal dates and renewal fees. Introduce new products and/or future Vertex events.
- Educate customers on new product development initiatives and gauge interest.
- Communicate any open account issues (outstanding invoices, unused training credits, products on hold or suspend, etc.
- Follow up on each account sold to verify implementation of the software.
- Capture opportunities for selling Consulting Services, additional add-on products, and/or training that might assist with the customer's overall tax compliance strategies.
- Research and verify key contacts (billing, shipping and primary).
- Maintain data to ensure timely shipments to customers, proper invoicing so that invoices are recognized in a timely manner, as well as direct mail and telemarketing activities to target to the appropriate individuals with accuracy.
- Act as a liaison between product teams and sales to ensure communication and coordination of resources and processes needed for upgrades, migrations, new pricing models, etc.
- Uncover cross-sell opportunities, provide account profiles on existing accounts including the organizations strategic tax initiatives, and monitor renewal review dates for enterprise licenses.
- Update customer service on sales processes and activities in order to keep them abreast of sales initiatives and to continue to build a strong relationship with the support staff.
- Assist with collection efforts, authorize customer credit memos, terminate customer renewal dates, and provide customers with explanation of renewal invoices.
- Assist with customer surveys, capture key customer data, product migrations, and implementation of new renewal pricing structures.
- Minimal travel may be required.
- Participate in other projects or duties.