Crafty is seeking an Account Manager who will be the conductor of their clients’ experiences. They will be hyper focused on delivering amazing customer service and creating strong, long-lasting client relationships. By continually illustrating Crafty’s core values and striving to achieve our mission of helping companies enhance the life of their employees at work, they will help Craft a Better Workplace for the clients they serve.
There are three main areas of responsibility for the Account Manager:
Cultivate and deliver client happiness: we are looking for someone who can keep clients satisfied and deliver exceptional service day in and day out! You will have ownership over the client relationship and they’ll look to you to help them craft a better workplace. You’ll proactively develop and evolve their product menu, oversee their budgets and prepare and analyze their consumption patterns. You’ll also be on point to surprise and delight clients in engaging ways - take them to play darts, send care packages with our latest product samples or grab a lunch to continue to build on your relationship.
Grow client base and client retention: we are looking for someone who is excited about owning the client P&L. As the owner, you’ll look for opportunities to increase Crafty’s service level and deepen the client relationship. When client contracts are up for renewal, you’ll work closely with the Director of Client Services to renegotiate those agreements. Lastly, you’ll be responsible for working with the Sales team to onboard and integrate new clients successfully.
Strategic program management: you are responsible for tracking and communicating progress of monthly and quarterly initiatives across the portfolio to internal stakeholders. We’re a start-up so there’s plenty of opportunities to build something new and cool if you an opportunity. We love new ideas. We’ve got a great team of folks in Technology, Procurement, Sales, etc. that you’ll work with to advocate for client needs while working on cross-functional projects. As an Account Manager, you are the client champion!
The role reports to the Director of Client Services.
You are:
Client-obsessed. You eat, sleep and dream about how you can deliver superior client service
Entrepreneurial minded. Building and rebuilding is part of what drives you. You are excited by creating a process, and continuously improving them
Extraordinarily organized. Detailed-orientation is an absolute must
A master juggler. It’s important that you are able to manage multiple accounts, work cross-functionally with your Field Operations partners and stay responsive and flexible to client requests
Extremely hard working. We are a startup with the mentality that no job is too big or too small for us. You hustle because that’s just how you work
Strategic thinker. You formulate and test ideas to help serve and grow your accounts based on information and data available
Empathetic. When you propose a solution or system, you think through the implications it will have across all business functions and teammates and work with them to make it a sustainable solution
Calm and collected in the line of fire. On a day where everything that could go wrong has gone wrong, you find a way to stay positive and promote that attitude throughout the team
Passionate about growth. We have a bright future ahead - which depends on our team’s spirit, morale and work ethic.
Your experience:
Proven track record of developing external client relationships and delivering top-notch client service
BA/BS degree or higher
Experience with process adoption and onboarding
Experience communicating and present to internal and/or external partners
Experience working cross-functionally with all levels of management, both internally and externally
