Vector Solutions Hiring for Customer Account Manager – Acadis at Remote Full Time

Description:
At Vector Solutions, it is our distinct privilege to serve the everyday heroes who serve others – the engineers who keep our buildings safe, the manufacturers who make the products we use every day, the first responders who protect us, and the educators who take care of our children. Through our award-winning online education, safety compliance, and performance optimization solutions, our mission is to change the world by saving lives, inspiring professionals, and elevating performance.

We believe in fostering a positive workplace culture that attracts talent, drives engagement, increases performance, and invests in employees’ happiness and satisfaction.

So, if you’re innovative, passionate about what you do, and driven by the need to push boundaries in order to serve the everyday heroes that serve all of us, then search for your forever career with us at Vector Solutions.

Vector Solutions is an Equal Opportunity Employer and does not discriminate against applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or veteran status. diversity of every kind.

Why you will love working at Vector Solutions:
Friendly, open, and casual work environment (ditch the suit & tie)

Comprehensive, quality benefits package effective first of the month following your date of hire

Matching 401(k) retirement plan

Healthy work-life balance with flexible work arrangements and generous time off

Educational assistance available for all employees

Generous referral incentive program

Company social events

Philanthropic opportunities

The goal of the Care Account Manager is to help our customers understand how to use our software to improve job effectiveness, increase product adoption and to maintain customer satisfaction with our software and our company. When appropriate, this person works to understand why a particular customer is not using the software, provide support, and follow up to help them move past their blockers. This person serves as the product development teams’ eyes and ears at the customer site, advocating application changes that would improve usability and usage. They also support the sales team and may help project managers with implementation tasks as time permits.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Develop strong working relationships with customers that help create a vision of long-term success

Increase product adoption of existing customers

Help customers better understand the value of the technology and to maximize their ROI

Retain existing customers

Understand the customer’s business process and educate them on software features that are not being used that would fulfill their needs being prescriptive in recommendations

Understand industry best practices to implement at customer sites

Understand the product to provide group training at customer sites and online

Travel to the customer site to work with specific individuals who need extra support

Participate in internal feature demonstrations to maintain knowledge of new features and upgrades to software

Demonstrate new features and upgrades of the software to production customers

Understand and communicate appropriately when requested features require additional funding or are not in the existing Envisage roadmap

Understand the Acadis development lifecycle to understand how customer requests may be fulfilled

Document customer meetings escalating any customer issues to the leadership team and appropriate department

Provide feedback to the product design team on user observation and potential product improvements

Help with user guide documentation as time permits

Work collaboratively with sales and implementation ensuring renewals and upsells are executed appropriately

We would know this person was doing a great job if…

…people who contacted us know Acadis is a friendly and helpful place by the employee’s actions

…new customers learned how they could improve their business processes using our software

…a customer understood our process sufficiently to understand the benefits of participation in the demonstration of new features

…a customer that had a complex decision involving use of the software understood the pros and cons of each option and felt like they had sufficient information to make the best decision for their organization

…a customer felt supported and comfortable adopting new features that help the customer get to best practices

…the employee brought new knowledge of our customers to the team, especially something that would change the way we develop

…management team had a clear understanding of customer satisfaction and product usage

…a customer was willing to give positive references (product and company) to other potential customers

. Requirements:
Preferred Experience: Account Management, SaaS, Salesforce, Public Safety industry

This position reports to the Customer Care Manager and involves 25% travel. This position has occasional evening or weekend needs related to training travel.