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Account Manager - Customer Retention Specialist - JobBOSS job

ECi Software Solutions jobs

Company

Salary

Company Description

ECi Software Solutions is a software firm that provides cloud-based business software. The firm offers enterprise resource planning software, business management software, e-commerce, and other IT services. ECi Software Solutions specializes in technology and software solutions for entrepreneurs in the building & construction, manufacturing, field service, and distribution vertical markets. The company supports the entrepreneurial spirit and profitable growth of businesses. ECi Software Solutions was founded in 1999, and its headquarter is based in Fort Worth, Texas, United States. The firm provides competitive healthcare benefits and other perks to its employees.

Job Description



The ECi Software Solutions family of companies provides business and e-commerce solutions, offering on-premise and cloud-based technologies. For 30+ years, ECi companies have served the manufacturing, office supplies, service technology, contract office furniture, lumber and building materials, hardware and jan/san sectors. We are industry experts supporting the entrepreneurial spirit and profitable growth of small and medium size enterprises. At ECi, our passion is to make your business stronger than it was the day before. We want you to be able to say I win every day!

To apply for this position, please attach a detailed resume that demonstrates your qualifications and skill set pertaining to this position. Applications without a resume will not be considered.

ECi is seeking a Customer Retention Specialist to continue to provide the best in customer support to small and medium sized businesses

**Are you driven by an overwhelming desire to not only meet, but crush, quotas and goals???

**Are you blessed with an innate ability to strengthen relationships, inspire trust, and deliver incomparable value to clients???

****If you answered YES to the above, then we should talk!!!****

Th Summary of Position

This position is responsible for proactively contacting customers to renew their annual maintenance contracts that have expired. Back maintenance. Persuade to stay on. Position the value of services, product upgrades, consulting engagements and training to account base. Position will also create additional sales opportunities for the customers respective account managers

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Proactively contacts inactive customers and ensure they understand the importance of being active on all their contracts.

  • Proactively contact customers with expiring contracts and ensure highest possible renewal rate percentage before cancellation process starts.

  • Work closely with the Account Managers to jointly achieve total customer satisfaction and up-sell/cross-sell current customers on new products or services.

  • Build and maintain customer relationships by coordinating sales and operational efforts to resolve customer service and technical support issues, while updating the customer on progress towards a resolution.

  • Hit your number, build awesome relationships, have fun succeeding with your team

  • Ensure customers recognize and receive value from their maintenance contract

  • Meet or exceed outbound touch call quotas on a monthly and yearly basis

  • Collaborate with other e-automate employees, ECI Accounting and Marketing teams to maintain the highest level of client retention.

  • Capture, track and then provide customer feedback to senior management on trends for cancellation and product issues.

  • Attend relevant Development meetings to provide feedback on the causes of customer dissatisfaction and problems.

  • Document and track progression and results of saving and retaining customer accounts.

  • Continues to educate customers on new products, releases, features, etc. to ensure customers stay on the most current version of the software.

Knowledge, Skills, Ability, Education & Experience

  • High school diploma or equivalent

  • 1+ years outbound call experience preferred

  • Utilize Salesforce to Forecast and track key account metrics

  • Customer Retention background is a huge plus

  • Solid planning and organizational skills required

  • Technology background preferred

  • Ability to multi-task

  • Results-oriented and coachable

  • Excellent verbal and written communication skills required

In addition to our competitive salary and award winning culture, we offer an excellent benefit package. We even offer our employees a day off to serve their community! Our company core values are our CODE: Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.

Other details
  • Pay Type Salary
Estimated annual salary
$44,535
average
Minimum
$38,699
Maximum
$61,581

ECi Software Solutions

Type

Company - Private

Size

Medium

Revenue

$100M to $500M

Founded

1999

CEO

Ron Books

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