Senior Account Manager
Posted Updated
Description
- The position of Media & Entertainment Sr. Account Manager is responsible for developing and supporting new business relationships within the media and entertainment industry
- Responsible for managing all aspects of one or more large and complex media|entertainment global accounts, ensuring customer satisfaction, growing account profitability and revenue, cross selling and engagement
- Managing one or more Associate/Account Managers or other support personnel assisting with day-to-day activities for said global accounts
- Accountable for overall Customer Satisfaction, Retention and Growth, working closely with Sales leadership
- Onboarding new customers/programs at a global level
- Maintain OVERALL global Customer org chart (map, update and well defined) to ensure continuous and consistency communication touch points
- Define, deploy, measure onboarding plan with internal teams & customers
- Define and manage risk mitigation analysis and plan
- Ensure an internal and external technology roadmap is defined and deployed
- Collaborate with Consulting, Technology, InfoSec, Client Services and Production teams
- Create governance framework (SLA/MSA/KPIS, escalation path, client meeting framework, issue management)
- Document account processes & SOPs including pricing, contractual terms, global quality plan
- Define with given stakeholders account strategy to grow revenue, increase profit & client sat + produce improvement & efficiencies plan and innovation roadmap
- Drive account growth & support sales in sales cycle & upselling activities including competitive analysis & pricing definition
- Audit accounts regularly and works with production on process improvement & optimization plan (operational excellence & service delivery models)
- Participate in Client RFPs, RFIs, RFQs
- Lead regular Business Reviews, status calls, etc
- Ensure compliance with PMO framework
- Be a consultative partner to customers by identifying areas for improvement and solving customer’s business problems
- Manage Customer reporting
- Create customer loyalty and advocacy
- General knowledge of Microsoft Office (Excel, Outlook, Word, PowerPoint)
- Effective time management + organizational skills
- Highly motivated and goal-oriented
- Minimum Bachelor’s degree
- Proactive approach to problem solving
- Presentation skills/eye for design
- Excellent written and verbal communication skills
- 3-5 years of work experience, preferably in sales or customer service in Media/Entertainment
- Strong customer service + interpersonal skills