ArbiterSports
  • 06-Jun-2018 to 05-Jul-2018 (MST)
  • Implementation
  • Sandy, UT, USA
  • TBD
  • Salary
  • Full Time

This position is eligible for benefits.


Summary:     

The Account Representative guides current and new clients as they onboard, add, manage and/or expand ArbiterSports products within his/her client portfolio.  An Account Representative is a success experience-maker for his/her client portfolio - passionate about making communications quick and easy through quality customer service that leads to a long-term business partnership with our customers.  Additionally, an Account Representative will be the liaison and advocate for his/her clients to add/modify features that improve ArbiterSports' client experience. 

 

Essential Job Functions:

  • Onboard, guide and educate each assigned client using the ArbiterSports Success Framework Guide to give each client proactive assistance as each client onboards, configures and manages their ArbiterSports accounts.
  • Evaluate status of new client activations and progress (Red, Yellow, Green) and propose solutions to different use-cases.
  • Respond to high-profile, high-impact client escalations in a fashion that inspires confidence and continually growing customer loyalty.
  • Actively manage and increase revenue for each account in the assigned portfolio.  Assist Sales in upselling existing accounts in the assigned portfolio and actively manage each assigned account to ensure the overall revenue base is at least maintained.
  • Develop and maintain product expertise across the ArbiterSports product line.
  • Develop, enhance, and maintain strong, long-lasting customer relationships through quality service and communication. Efficiently handle day-to-day emails/calls from each client.
  • Forecast and track key metrics for each assigned account.
  • Report details of bugs or feature enhancements needed to maintain high levels of satisfaction for each client to the Product Management team.
  • Assist with high severity requests or issue escalations as needed.
  • Use ArbiterSports CRM software to track the test dates, registration dates and other key events of each client and proactively reach out to them prior to each start to adequately review the setup, test functionality and instill confidence in ArbiterSports products. 
  • Ensure contact is made with each client assigned to the account representative at an appropriate rate not less than once a month and track these communications in ArbiterSports' CRM.
  • Review all release notes and contact clients where improvements made in that deployment will benefit that client.

 Additional Job Functions:

  • Coach new Account Representatives on the ArbiterSports Implementation Program and Success Framework Guide.
  • Champion the timely and successful delivery of solutions according to client needs and objectives.
  • Identify and record common customer challenges and needs not currently met in the software and work with the Account Representative team and the Product Manager team to proactively address and prioritize these enhancements through a variety of mediums and channels to fix the situation.
  • Assist in Customer Success functions to help provide a great experience for all customers.

Qualifications:

  • Bachelor's Degree or equivalent work experience required.
  • Thorough knowledge of ArbiterSports products as well as knowledge of competing products and their strengths and weaknesses.
  • Understanding of client base and key customer differences and needs.
  • Ability to communicate clearly with customers.
  • Ability to maintain each assigned client's revenue basis and assist Sales in the upsell of additional products and services across the assigned portfolio.
  • Ability to follow on-boarding protocols and identify responses to those protocols.
  • Excellent listening, reasoning, presentation, verbal, and written communications skills.
ArbiterSports
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