**Customer Account Manager Job Description**
Tracware, a leading global software developer, seeks a skilled Customer Account Manager to join their team. This exciting opportunity will see you working closely with the Client Support and Sales teams to manage client relationships, address client needs, and support implementations and training.
Key Responsibilities:
1. Manage assigned client accounts, focusing on maintaining and growing key relationships.
2. Address client support needs, particularly those related to financial transactions and Aerotrac usage.
3. Conduct quarterly account reviews to ensure customer satisfaction and identify potential upsell opportunities.
4. Lead training sessions, both online and on-site, to help clients understand and fully utilise Tracware's software products.
5. Support the implementation of new installations, visiting client sites as needed.
6. Work closely with the Support Engineers and other internal departments to resolve client issues.
7. Identify opportunities for upselling and cross-selling additional products and services to clients.
**Key Performance Indicators (KPIs):**
* Maintain a 90% client satisfaction rate in quarterly reviews.
* Achieve growth in key accounts by identifying upsell opportunities, targeting a 10% increase in account value annually.
* Conduct a minimum of 4 online training sessions and 2 on-site sessions per quarter.
* Respond to and resolve 95% of client support issues within SLA timelines.