Associate Account Manager

Tampa, FL, United States

Ref#: EV3

Date published: 24-Feb-2017

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The Associate Account Manager performs basic activities to develop product and industry knowledge, sales and marketing expertise, company knowledge and professional selling skills.  Serve as primary relationship manager between client and Nextech.  Included in the primary relationship manager responsibilities is to be the escalation path for customer issues; upgrade sales to an existing client base and overall responsibility for satisfaction of assigned customers. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.


Essential Functions: In addition to working in accordance with appropriate conduct and behavioral standards, specific responsibilities of this role include: 

Associate Account Manager:

  • Customer Care Calls (55%)
    • Complete ONE Customer care calls per client, per quarter
    • Builds and secures strong client relations with superior customer service resulting in unsurpassed client satisfaction
    • Identifies at-risk clients – Work with Client Development Manager to orchestrate Improvement Plan
    • Prepare a minimum of 2 hand written letter to clients per week
  • Practice Reviews (20%)
    • Complete one Practice Review within a 12 month period for assigned territory
  • Customer Service/Add on Sales (15%)
    • Serve as primary contact for assigned clients on matters relating to customer satisfaction, customer billing and accounts receivable, problem resolution
    • Escalate issues through the appropriate channels/departments
    • Attend Trade Shows to represent the company, develop interest, generate leads and close business
    • Complete administrative work i.e. spreadsheets and Salesforce updates
    • Following up on client leads generated at trade shows and other marketing campaigns
    • Identifies sales opportunities from within the existing customer base as assigned – focuses on growth and expansion within existing clients
  • Annual Maintenance Renewals (10%)
    • Continue to maintain 95% + client renewals or more
    • Weekly calls to offices off support
    • Uphold company policies of not deactivating modules (conduct demonstrations to review unused or underutilized modules)
    • Sell value of being current on maintenance
  • Subscription follow up (NexReminder, NexSpeak, SES Direct Messaging, etc)
  • Liason between Account Management and other departments
  • Facilitating clients transitioning to our “hosted solution”

Minimum Requirements

  • Bachelor’s Degree required

Preferred Qualifications

  • Excellent oral and written communication skills
  • Ability to communicate effectively in writing and verbally with internal and external clients/prospects
  • Exceptional ability to problem solve
  • Demonstrated skill and ability to be self-motivated, dependable, persistent, flexible and personable and to work independently
  • Ability to effectively work within all levels of the organization, including senior leadership
  • Ability to analyze for the purpose of understanding the client’s needs
  • Ability to travel 6-8 times a year nationwide and on weekend

Working Environment/Physical Demands           

Working Environment:

  • General office environment: Works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels
  • Periods of stress may occur 

Physical Demands:

  • Activities require a significant amount of sitting at office and work desks and in front of a computer monitor
  • Some walking and standing relative to interaction with other personnel 

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise.  It does not alter the "at will" employment relationship between the company and the employee.