Account Manager - Inside Direct Sales (Hybrid)

at  DocuWare GmbH

WHY SHOULD YOU JOIN?

For over 35 years, our customers have trusted us with their business processes. They know we are dedicated to providing the most usable, secure and stable document management solutions on the market. DocuWare is widely recognized as a market leader for cloud-based software.
We are a team of more than 600 thinkers, leaders, makers, designers, builders, supporters and achievers — united by a love of technology and the desire to help our customers and partners succeed. Worker happiness, team productivity and improved business performance is how we believe DocuWare can elevate every business.
This is a weekly hybrid position with a required two days a week in our Beacon, NY office.

The Account Manager will be responsible for the following:

• Creating account plans for customers, at first for direct customers, later for indirect customers.
• Analyze the customer´s potential (company size/ number of PC workplaces), comparing it to the actual contract value and develop a growth plan.
• Contact the customer directly, identify potential for add-on sales and pass the lead on to the Direct Sales Manager. After an assessment period to gather knowledge, the Account Manager will extend this approach to indirect customers of Authorized DocuWare Partners.
• Conduct webinars on a regular base and work with the Marketing department to oversee campaigns.
• Based on the webinar attendees lists the Account Manager will identify upsell opportunities and either will contact the customer directly or will pass the information to the Authorized DocuWare Partners.
• Win back cancelled contracts and evaluate the contract size and reasons for cancellation. If there is an upsell potential this individual will arrange meetings as needed.
• Develop and maintain strong, long-lasting relationships with customers, proactively seeking opportunities to increase customer satisfaction and loyalty.
• Ensure customer adoption and usage of our products and services, providing guidance and best practices to drive maximum value.
• Monitor customer health metrics and identify at-risk accounts, developing and executing retention and growth plans to address any issues.
• Collaborate with cross-functional teams to resolve customer issues and ensure a seamless customer experience.
• Analyze customer data to identify trends and opportunities for improvement and provide insights to drive continuous improvement of customer success initiatives.