What You Will Do:

• Provides a steller onboarding experience for the customer, with a focus on product adoption and customer satisfaction.
• Ensures the timely and successful delivery of our services, according to customer needs and objectives.
• Ensures a flexible, hassle-free customer experience and acts as the customer champion to discover their needs with illumin.
• Upon activation, serves as the lead point of contact and support for all customer account management matters.
• Demonstrates a deep understanding of all of illumin's products and services to provide effective customer solutions and support.
• Uses knowledge to enhance customer success, identifying growth opportunities within existing accounts through value-based upselling and cross-selling.
• Communicates with clients by phone, through email and face-to-face to ensure their needs are understood and addressed.
• Resolves complaints and keeps track of all processes that pertain to the customer.
• Collects and analyzes data concerning consumer behavior to understand changing needs.
• Develops trusted advisor relationships with key accounts, customer stakeholders and executive sponsors, resolving customer concerns and reducing churn rates.
• Clearly communicates the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Develops new business with existing clients and/or identifies areas of improvement to meet sales quotas.
• Proactively schedules and completes account creations, reviews, invoicing, and license creation.
• Forecasts and tracks key account metrics and prepares reports on account status.

What You Will Need:

• Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager or relevant role
• Knowledge of emerging trends and industry standards like, Programmatic, SaaS, and media channels; grasps complex technical details and translates them into actionable and valuable insights for customers.
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel)
• Experience delivering client-focused solutions to customer needs
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Excellent listening and presentation abilities
• Strong verbal and written communication skills
• BA/BS degree in Business Administration, Sales or relevant field