Account Manager

Who are we?

ArrowStream is an innovative SaaS business and member of Buyers Edge Platform that's changing the way foodservice businesses optimize their supply chain. We are looking for a passionate, collaborative, and an intellectually curious Account Manager. The Account Manager is viewed as the primary Account contact and liaison for its customer portfolio, representing ArrowStream to the customers, and the customer to ArrowStream.

You will be tasked with building a deep and lasting professional relationship with your customer portfolio, as well as the internal ArrowStream network, to benefit the customer and ultimately grow revenue for the success of the company. You will succeed in client retention and growth, margin contribution, and overall business performance.

This position will be remotely based with monthly travel expected. We are unable to offer work sponsorship for this role. 

You'll own the Customer Experience by:

• Developing and enhancing professional, productive relationships with customers, including executives, and within the industry through regular and direct interaction including reoccurring account status meetings with the customer to ensure alignment. Ensure ArrowStream executive sponsorship where needed.
• Owning customer communication on behalf of ArrowStream
• Retaining and documenting detailed knowledge of customer's business, observe and communicate notable customer changes such as a change in executives, decision-makers or champions, or changes to the customer's business (ex. Acquisitions, business expansion, closures, etc.).
• Maintain database and communicate important customer information, including; initiatives, open items, risks, account health, projects, enhancements, and market knowledge. This includes Salesforce Customer Profiles which are presented to executives monthly.
• Lead and manage all preparation for client meetings, including on-sites, which involves, but is not limited to, setting up the agenda, briefing executives, document creation, internal prep meetings, and client alignment.
• Develop a working knowledge of all ArrowStream services, and in-depth knowledge of all product features benefits, and capabilities.
• Retain established standard for attrition for customer portfolio.
• Proactively review customer accounts to identify and pursue areas of opportunity to upsell. Ensure customers have a thorough knowledge of ArrowStream’s Roadmap, product releases, and make the customer aware of its relevance to the account through the Account Manager’s understanding of the customer’s business.
• Advocate on customers’ behalf to ensure delivery of superior customer service and a high level of communication with account contacts.
• Work cross-functionally with Sales, Implementation, Customer Success, Finance, and Product teams to:
• Notify and coordinate meetings between Customer and Sales for upsell opportunities;
• Guide the account through a successful implementation to ensure customer adoption;
• Ensure Finance invoices accurately and the customer provides timely payment
• Work with Customer Success to ensure seamless communication on escalated customer issues
• Notify the Product team of enhancement requests that are priorities for customers and retention

Critical Competencies:

Maintaining Focus and Action: Ability to focus a team/group on the significance of achieving specific business goals. Must be able to communicate what success looks like to channel the activity and energy of all involved toward achieving identified results.
Customer Focused: Is dedicated to meeting the expectations of both internal and external customers; establishes and maintains effective working relationships with customers; continuously looks for ways to provide world-class service. Makes it easy for people to work together to improve the Supply Chain.
Results-oriented: Drives for results, does not allow roadblocks to derail progress. Works through barriers to create success even in difficult situations.
Analytical: Ability to work with large amounts of data, summarize and interpret results such that business decisions can be made.
Project Management: Ability to create project plans, keep tasks organized, understand resource needs, and deliver on-time results.
Communication: Ability to work with others and keep people informed of progress through all forms of communication. Builds critical relationships with the customer and all key partners

Qualifications:

• 5+ years’ experience in Account Management or Customer Success roles within SaaS/and or food service industry, software solutions related experience; project management experience.
• Sales and strategic customer management acumen, consultative in management approach
• Flexibility to work in changing environments and processes, along with the ability to work autonomously as well as with various subject matter experts.
• Ability to travel overnight a few nights/month

Education:
• Bachelor’s degree or related experience

Technical Expertise:
• Competency in working with MS Office applications
• Proficiency with Excel
• CRM, Jira, and Customer Service Software

What's in this for you?

Amazing coverages to start. Medical, dental, and vision coverages are just the beginning! We also offer ancillary plans, such as flexible spending accounts for both health and dependent care, critical illness, accident, and voluntary life as well as company paid life and long-term-disability plans! On top of this, we also offer a 401(k) plan with company match.

Invest in your success. We will provide you with a thorough training and development program; and offer competitive compensation.

Live well = Work well. Relax with our Personal Responsibility Paid Time Off policy where you don’t have to accrue time off in order to take it!