Senior Account Manager - Higher Education
(Ref #D2LSAMEDR)
General Description:
The Account Manager will manage client relationships for Higher Education clients. Our ideal candidate will be responsible for maintaining high levels of client satisfaction, identifying opportunities to sell the client additional products and services, achieving sales targets for additional products and will be accountable for securing client renewals.
They will require the skills to evaluate our current client's eLearning strategy to create a joint business plan with the client in order to move the Desire2Learn relationship towards a higher level of loyalty and revenue generation. As the central point of contact for the client the Account Manager will be required to build and maintain an excellent working relationship, work towards becoming a trusted advisor for the client, identify, engage and coordinate necessary Desire2Learn resources supporting your client accounts, ensure all contractual obligations are mutually agreed upon and met, communicate product updates and changes to existing clients, communicate client comments and requests to development team and/or management, work is primarily done over the phone and by email, with occasional travel required (users conferences and client site visits)
Division/Department: Sales
Type of Position: Full-time
Location: Remote
Main Duties:
- Responsible for all aspects of client relationship management
- Leverage previous market experience to assist Higher Education clients increase success and grow their programs
- Develop, build and maintain Account Plans for each client account
- Able to understand and deliver Desire2Learn's unique value propositions
- Identify revenue opportunities within each client account
- Successfully convert revenue opportunities within each client account
- Work well in team environments that include Subject Matter Experts to achieve client goals
- Meet with clients in person, on the phone or virtually on regular basis
- Prepare and deliver virtual product demonstrations, answering detailed product questions
- Actively manage and monitor CRM system
- Liaise with Marketing to execute sales and marketing campaigns
- Report on client activities and industry conditions
- Forecast revenue
- Escalate issues to appropriate departmental managers or executives to ensure high level of client satisfaction
- Collect and analyze customer requirements
- Maintain a high level technical understanding of our software products
- Maintain a high level of industry knowledge
- May attend various conferences
- Constantly strive to improve your knowledge and abilities
Work Experience Recommendations:
- 2+ years in a sales-oriented account management role
- Client-facing experience in a sales, support or service-related role
- Experience with enterprise-level web-based applications
- Experience with a learning-related platform/system (LMS, SIS, or similar) an asset
- Presentation skills and experience required
- Achievement oriented, with ability to multi-task and handle multiple clients in a dynamic, fast-paced environment
- Strong analytical, problem solving, decision-making skills
- Excellent oral and written communication skills
- Effective listening, negotiating and time management skills
- Proven team player and ability to work well with others
- Exceptional verbal and written communication skills are required
- Fluent in English; other languages are an asset
Education Recommendations:
- Bachelor's degree recommended (technical, business or education-related is ideal)
We thank all applicants in advance for their interest. To make the best use of your time and ours, only those applicants whose profiles closely match our requirements will be contacted directly.
