It Senior Account Representative (Md, Washington, Dc) - Fully Remote

The Senior Account Representative is an integral position within the Sales and Marketing organization working closely with Sales, Marketing & Sales Enablement and Provisioning. The Account Representative is responsible for client relationship building, understanding of client goals and objectives, corporate communication of account status, with client escalations, and ensuring client revenue, retention and growth. The Account Representative will anticipate and communicate customer needs and identify barriers while prioritizing organizational goals and initiatives.

Self-motivated, customer-focused professional with strong managed services and IT application and support background required.

The Account Representative is responsible for developing customer relationships that promote retention and loyalty. They will work closely with customers managing the customer relationship from on-boarding through to success, renewal and expansion.

• Encourage upsells and cross-sells Another way to increase a customers retention is through upselling and cross-selling. Account Representative are dedicated to fulfilling customer goals, which creates an opportunity to introduce premium solutions and services. Account Representative drive the need for more solutions and streamlining their IT system and spend. You will meet with them to explain why the additional purchase will be helpful. You need to establish an excellent rapport with your current base of customers and be the first name they think of when it comes to IT solutions.
• Follow up on renewals. The job of the Account Representative is to create loyal, repeat customers instead of one time users. This is why renewals are key for this position. A Magna5 Account Representative will keep track of customer product expiration dates - whether they be monthly, quarterly, or annually - and follow up with customers to renew their contracts. Without following up, you risk potential churn which impacts our Monthly Recurring Revenue rates.
• Advocate for the company. As an Account Representative you will work one-on-one with our current customers. You have an opportunity to significantly influence Magna5’s customer base. You should act as a personal cheerleader for our business solutions, explaining to customers why you can meet their specific needs. This positive reputation will not only keep your customers satisfied, but it will also encourage them to refer their peers.
• Build relationships between customers and the support team There are some questions customers will have that aren't the responsibility of the Account Representative . Technical issues, minor product problems, and basic business questions will be geared towards your Account Management Team. Account Representative will foster a relationship between customers, support and your Sales Engineer, making it easier for users to solve small or short-term problems.
• Onboard new business to current customers Onboarding new solutions to our client base is one of the biggest priorities for an Account Representative at Magna5. That's because it's extremely important to educate customers on how to use their current solutions and how our solutions and how our other managed service offerings work in conjunctions with their environment. Onboarding will focus on features the customer needs to learn, based on the projects they aim to complete and their current solution base. This way, they can get up to speed as fast as possible and be one step closer to achieving their goals. When they achieve their goal we succeed as they become long term clients.
• Be the voice of the customer As someone who works directly with customers, an Account Representative will be responsible for advocating their needs. They need to have a in-depth understanding of customers likes and dislikes about Magna5 products as well as the pain points with competitors solutions. The Account Representative will be able to discover this through, calls, surveys, reviews, referrals, and more. Account Representative will organize, analyze, and share this information with the sales and service departments to ensure Magna5’s decisions will always be centered around the customer.

Other Responsibilities

• Manage the renewal pipeline with visibility and commitment
• Create, maintain and reinforce a trustful relationship with existing customers
• Proven ability to communicate clients’ needs while prioritizing with organizational goals and initiatives
• Effectively communicate with internal and external management and work collaboratively with interdepartmental teams to achieve desired results
• Demonstrated ability to lead, work independently and take initiative
• Increase revenue for accounts through upsells and renewals by educating customers on all existing and new service offerings

KPIs

• Client renewal and retention rate
• Generate referrals
• 100% referenceable accounts.
• Expand Magna5 services in existing client base
• Track contract renewals
• Meet Annual Quota
• Client interactions per month

• Bachelor’s degree preferred or relevant sales experience
• Possess strong product/technology/industry knowledge
• Previous experience with Salesforce Sales Cloud
• Prior sales or marketing experience with technology solutions in a consultative sales role or environment
• 5 years minimum experience in a customer services role (consulting, services, support, and account management)
• Excellent communicator with exceptional written and verbal communication skills
• Polished MS Office applications (Word, Outlook, PowerPoint, and Excel) skills

What We Do

Magna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery and other advanced services from mid-market to enterprise customers nationwide, including leaders within the education, healthcare, government, financial services, manufacturing, and other industry segments. We integrate advancements in technology and processes to drive businesses forward. As a trusted managed services provider, we bring together the right mix of managed IT services, security, and network connectivity, fully managed by our team of experts 24/7/365. Our passion is to help companies function better, faster, and smarter. We offer an exciting and collaborative environment, with growth potential. For more information, visit our website at www.magna5global.com