Full-Time Key Account Manager

Responsibilities:

• Relationship Management: Serve as the primary point of contact for Key business Customers, building and maintaining strong relationships with key stakeholders, including potentially C-level executives. Understand their unique business needs, goals, and challenges.
• Act as the primary point of contact for high-profile Customers, addressing their needs and concerns promptly while consulting with them on ways to maximize revenue and sales through the OTS platform.
• Conduct quarterly business reviews and performance assessments to ensure Customer satisfaction and retention. Prepare and present reports on account performance and industry trends to both Customers and internal stakeholders.
• Monitor industry trends and market conditions to remain informed and proactive. Drive ongoing customer engagement with our platform; advising them on best practices in the platform and helping them develop programs within their organizations to accelerate ticket sales.
• Facilitate valuable Business Reviews with customers to ensure they are consistently achieving their goals with On The Stage. Partner with customers to achieve their sales and goals including a key focus on optimizing top of the funnel conversion metrics.

Driving Adoption & Satisfaction:

• Implement platform through a measured project plan for new Key Account level Customers to accelerate their demonstrable “time to value” and maximize the impact of this partnership with On The Stage. Collaborate with cross-functional teams to ensure successful project execution and satisfaction.
• Onboard new customers so that they see overall impact and value in their partnership with On The Stage as quickly as possible. Compile and manage organizations training documentation and support cases. Resolve escalated ticketing issues providing the highest level of customer service.
• Becoming an Industry Expert with researching trends and best practices, reading business publications, seeking out learning and development opportunities and utilizing internal training resources.
• Schedule and manage monthly meetings and quarterly Executive Business reviews with each customer. Ability to create strong and trusting relationships with consistent open communication at multiple levels within customer organizations.

Reporting & Analytics:

• Proactively engage with customers to drive product adoption, ensure satisfaction, and identify opportunities for expansion (upsells/cross-sells) that reduces churn to a target below 6% and increases reoccurring revenue to 110% for book of business. Source, document and track Key Performance Indicators for each producing partner.
• Responsible for meeting strategic KPIs and activity metrics that drive the business and the organization forward. Prepare and deliver presentations and reports to Customers, showcasing services and performance metrics.

Sales & Revenue Generation:

• Meet and exceed revenue goals (NRR & Year 1 Revenue) for Customer Account base through upgrades, platform engagement and expansion of services. Manage the Customers contract timeline through successful execution of renewal.
• Identify opportunities for account growth and propose tailored solutions to meet Customer objectives. Negotiate contracts and agreements to meet both Customer needs and company objectives. Drive win-back activities for churned Customers through re-engagement.

Internal Collaboration:

• Collaborate with cross-functional teams to ensure successful project execution and satisfaction. Advocate for customer needs, by listening to their use cases and deeply understanding why they need what they need. Then partnering with the On The Stage Product Team to meet these needs.

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