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Sr Account Executive

Job description

Isos Technology is looking for an energetic, aggressive, and personable professional to join our team. The right candidate will be a team player who effectively builds relationships both inside and outside the organization. They are dedicated to meeting the expectations and requirements of our clients and consultants. This role has two primary areas of focus: leadership of the Account Executive team and ownership of the customer experience for assigned accounts. This individual is a self-starter who values team input and is passionate about our services and our customer experience.

Isos Technology is one of the largest Platinum/Enterprise Atlassian Solution Partners in the US. We are headquartered in Tempe, AZ but have offices across the US including Washington, D.C. We work with some of the largest companies in the world helping them implement the Atlassian tools. In addition to being everything Atlassian we focus heavily on our people and creating a culture that is fun, challenging and rewarding.

This position can be from anywhere in the US, from our Tempe, AZ location to Washington D.C. or anywhere in between.

Primary Responsibilities

  • Owning the customer experience from contract signing, including streamlining onboarding, engaging, retaining, and driving customers’ understanding of existing and new services and products to ensure customer satisfaction and customer retention.

  • Conduct periodic check-in meetings with assigned customers as prescribed to ensure smooth operation of their software environment and identify challenges if applicable and document all customer touch points in HubSpot. Additionally, participate in scheduled business reviews and health checks.

  • Drive expansion of Isos Technology services and software licensing through the implementation of an outreach strategy within the team.

  • Create customer advocates as measured by net promoter score improvements and achievement of other customer success metrics.

  • Act as an escalation and coordination point of contact for requests and issues requiring a high degree of cross-departmental collaboration to ensure timely resolution of technical and non-technical problems, providing timely updates/communications back to customers.

  • Ensure the voice of the customer is represented in service planning discussions, wearing both the company and customer hats.

  • Arrange product education sessions as appropriate for the client’s requirements.

  • Deliver informal updates and/or training to keep customers briefed on service and product innovations.

  • Promote client awareness and understanding of the latest features and best practices and provide adoption recommendations.

  • Contribute to the development and execution of service and license renewal strategies to exceed renewal goals and minimize churn.

  • Engage with Isos Technology professional services and managed services teams and the finance team to ensure customer questions are addressed in a timely manner.

Job requirements

  • Bachelor’s degree or equivalent experience relevant to the responsibilities of the role
  • 5-10 years of professional work experience in a sales/business development/account management capacity with an emphasis on customer support and retention

  • 2+ years of experience mentoring and managing other professionals

  • Strong customer orientation, dedication, and passion for delivering a great customer experience

  • Demonstrated knowledge and passion for the business of Isos and our services

  • Excellent communication and interpersonal skills

  • Ability to stay organized and multi-task between multiple tasks/customer situations simultaneously

  • Experience working cross-functionally in a fast-paced environment

  • Motivated, self-directed, and results-oriented

  • Experience with using HubSpot or other CRM applications

  • Ability to maintain a sense of humor in a high-pressure environment

This position is primarily a work from home position and we consider applicants throughout the United States. We support pay transparency, the compensation range for this position is between $160,000- $260,000 and this position is eligible for the employee bonus program. Actual compensation can vary based on qualifications, experience, and geographic pay differentials.

Isos Technology is an Equal Opportunity Employer. We do not discriminate on the basis of race, sex, sexual orientation, gender identity, religion, national origin, color, age, physical or mental disability, spousal affiliation, marital status, a serious medical condition, genetic information, veteran status or any other basis prohibited by federal, state, or local law. Candidates must be willing to participate in and successfully pass a background check and pre-employment drug testing and be authorized to work in the United States. HyperVelocity Consulting is an E-Verify participating employer.

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