Senior Account Manager

Customer Success

Philadelphia

Job Description

About Odessa:

Odessa is a U.S. company with offices in Philadelphia, USA and Bangalore, India. Our leasing solutions power a client base comprised of leading global financial institutions that operate across market segments. We transform bold ideas into breakthrough outcomes for clients that drive the economy through equipment and fleet leasing: IT, healthcare, transportation and more.

We believe that great outcomes and customer satisfaction are everything. It's what drives us to turn bold ideas into transformational solutions for lease and loan management. By combining digital technologies with what works across a diverse customer base, we use an agile approach to co-innovate with clients to help them solve their toughest problems.

As the largest technology provider in the leasing industry, Odessa provides a feature-rich ERP solution with broad integrations across top CRM, G/L, tax, credit, and leading enablement applications. As a complete Platform, Odessa delivers a total solution for commercial lending companies, driving the future of asset finance. With best-in-class functionality, extensible architecture and a suite of value-added features and services, Odessa helps companies transform their business operations.

Primary Role:

The Senior Account Manager serves as the primary relationship owner for an assigned group of client accounts.  This role holds a high level of responsibility for maintaining customer satisfaction, customer retention, and operational excellence.  As a strategic member of the team, this individual will ensure clients derive maximum value from our services and product offerings, have the foresight to identify new revenue opportunities from existing accounts, and an in depth understanding of the clients' individual experiences to prevent potential issues before they arise.

You will report to the VP, Account Management and lead the charge in developing your own accounts.

An ideal fit is someone who knows the perfect balance of inside sales paired with real, genuine customer relationship management. They also value working in an autonomous but collaborative environment.

What you will do:

Ownership of revenue targets and strategic direction for assigned portfolio
Build strong and deep relationship with multiple levels of account stakeholders throughout the customer organization
Identify and pursue white space for assigned portfolio with a focus on consultative selling and value creation for customers
Pull strong opportunity pitches together and organize internal teams on brainstorming and storyboarding exercises
Organize and coordinate Executive Business Reviews and other key discussions between executive management team and senior customer stakeholders
Manage complex enterprise accounts with multiple delivery workstreams and day-to-day support activities
Prepare and negotiate contracts for enhancements, products, and professional services with customer stakeholders
Serve as the advocate of the customer, maintain customer pulse, and engage all necessary internal teams to assist with requests or resolution
Assign priorities and drive direction based on customer feedback and/or based on the defined business process
Document all communication clearly with customers and internal teams and ensure appropriate action items are assigned, understood and completed
Utilize technical, domain and platform expertise to manage customer expectations by delineating between product bugs vs product enhancements
Work closely with Delivery Managers on account strategy from delivery and satisfaction perspective
Work alongside geographically disperse services & development teams to maintain understanding on delivery timelines and project status
Articulate and manage report out on assigned portfolio to executive management team
Work closely with Finance on billing set up and invoicing
Manage customer activity with CRM tools for maximum efficiency and visibility

Job Requirement

Basic Qualification:

Bachelor's degree in relevant fields
5 years of experience in account management/customer success role in a Financial, Banking, or Enterprise software and services organization
Experience providing customer relationship management, support and/or inside sales
Experience in Account and Opportunity management in Salesforce
Ability to travel up to 30%