Job Description

The Account Manager (AM) manages an assigned group of existing CloudWave customers in a cadenced, professional manner by nurturing relationships at multiple levels with each customer and mapping these relationships as required to the extended CloudWave team. Through consistent engagement, active listening, and careful documentation, a CloudWave AM builds and communicates awareness of each customer’s general IT strategy, ongoing projects, near-term tactical needs, and general satisfaction with CloudWave solutions and services. The CloudWave AM works with each assigned customer with an overarching goal of advancing CloudWave as trusted advisor to that customer in the realm of IT Services and Cloud Transformation and exceeding the annual threshold of $250,000 in purchases to become a Strategic Account. The measurable result of these efforts should be a steady flow of new service orders and expansions (change orders) to existing services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Achieve assigned bookings quota in your assigned territory and/or account base.
• Nurture smaller accounts to use more CloudWave services. Accounts that achieve “Strategic Account” tier at CloudWave will be handed over collaboratively to the Strategic Accounts Manager (SAM) team. The Account Manager will continue to receive quota credit and incentive compensation through the first 6 months of the handoff.
• Manage renewals of aftermarket OEM Hardware Support, 3rd Party Hardware Support, 3rd Party Software Support, and CloudWave Cloud care support across the entire CloudWave account base and as further defined by your territory.
• Plan and execute a structured communications and management strategy with each assigned account, always trying to create opportunities to sell CloudWave’s portfolio of Managed Cloud Services and/or Technical Consulting Services.
• Identify and create opportunities within each account by positioning CloudWave solutions that are aligned with customer needs, goals, or initiatives.
• Ensure that each assigned account’s history, contacts, opportunities/pipeline, plans and call notes are all properly documented in SFDC.
• Assist with tracking the customer journey by associating each contact’s engagement with campaigns, events, and touchpoints (when known) with opportunities in SFDC.
• Ensure that sales-managed customer engagement documents are formatted and electronically filed in compliance with CloudWave corporate standards.
• Coordinate the participation and actions of CloudWave escalation resources from sales, marketing, and executive management in supporting each assigned account through the customer lifecycle.
• Act as a customer advocate at CloudWave as necessary, escalating appropriately to management in cases where standard support escalations driven by the Service Desk or CSM team are not successful in resolving customer satisfaction problems.
• Make marketing and sales management aware of opportunities to include the customer in joint marketing activities, endorsements, success stories, press announcements, speaking engagements, virtual events, or regional and national events. Provide personal invitations to customers to visit with you during any CloudWave or industry events to which you will travel or participate online as a representative of CloudWave.
• Share case studies with the sales and marketing team at CloudWave, and potentially the entire company where they serve as instruction and/or encouragement for the CloudWave team.
• Maintain general knowledge of the healthcare IT industry through training, events, personal reading, and thoughtful interaction with customers and partners. Assist with the fulfillment of partner program education and sales certification requirements.
• Be conversant at a healthcare IT adminstrator level with CloudWave’s suite of solutions and the problems they solve for hospitals and healthcare providers.
• In the rare cases necessary, assist CloudWave finance with escalation within customer organizations of chronically slow customer payments or unusually large outstanding balances. Any such action should only be taken at the direction of, and with active feedback from your manager.
• Be accountable for commitments made to customers, partners, and other CloudWave departments and employees. Escalate rapidly to your manager if personal or corporate circumstances make it difficult to keep your commitments. Your manager is here to help you succeed so that the company is successful in its mission.

OTHER DUTIES AND RESPONSIBILITIES:

• Maintain personal skill fluency with the secure and competent use of CloudWave’s employee-enabling technology suite including laptop and desktop computers; our Microsoft Teams suite for meetings, calls, chat, and collaboration; our Office 365 tools, especially Word, Excel, and PowerPoint; and SFDC, as well as any other tools that CloudWave may adopt or update for employee productivity or sales and marketing automation.
• Abide by CloudWave’s code of ethics.
• Abide by CloudWave’s applicable travel policies.
• Maintain professional standards of timeliness, grooming, and appearance consistent with customers expectations, recognizing that these may reasonably vary between different customer engagements and corporate events, but sales employees should be mindful that in all these engagements they are representing CloudWave as an entity and not just themselves.

SUPERVISORY RESPONSIBILITIES: Not applicable, however this role requires significant interpersonal skills for coordinating CloudWave and/or partner resources that may be involved in serving each assigned customer.

MINIMUM QUALIFICATIONS: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Education:

• Undergraduate (B.A. or B.S) college/university degree or demonstrated equivalent life/job history skills which have led to the ability to apply critical thinking and analysis to your role at CloudWave.

Experience:

• 1-3 years of proven sales/account management experience highly recommended.
• Prior experience in healthcare, information technology, IT support or services, or Cloud support and services are helpful.
• Prior experience with customer service roles at any level is desirable.
• A history of formal sales education or study is helpful.

Certification or Licenses:

• Relevant partner sales or technical sales certifications (AWS, GCP, others) to your role at CloudWave must be completed and maintained.
• Security, Cloud, Technology, Marketing, or Healthcare industry certifications achieved in the past are not required but are of great interest to CloudWave in assessing candidates for this role.
• Participation in sales training, whether in groups or on an individual basis, is an expected component of each sales employee’s personal self-development.

Special Knowledge, Skills and Abilities:

• Curiosity and ongoing personal learning about Healthcare, Healthcare Information Technology, Cloud Technology, and Cybersecurity.
• Ability to express business proposals and thoughts clearly through use of both corporately-supplied and self-edited PowerPoint presentations, Excel spreadsheets, and Word documents.
• Personal time management skills.

TRAVEL REQUIRED: Travel is not required for this role, however AM’s interested in future advancement to BDM, SAM, or other sales roles may travel as a part of assigned mentoring engagements or to assist in trade shows, regional seminars, or other industry events.

PHYSICAL DEMANDS: (The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Ability to work long hours at a desk using a PC, video conferencing/collaboration tools, and phone usage.
• Ability to occasionally lift and move computer equipment if necessary.
• Moderate overnight travel by land or air.

WORK ENVIRONMENT: (The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Ability to work in an office environment and remote if needed
• Extensive use of desktop computer, mobile technologies video conference, phone, cell phone is essential for this function.

We offer competitive salary and above average benefit packages. CloudWave is a drug-free, EEO employer.