Sr. Key Account Manager II

inContact   •  

Salt Lake City, UT

Industry: Enterprise Technology

  •  

11 - 15 years

Posted 44 days ago


The Sr. Key Account Manager will be the business leader in an account and work in concert with our Technical Support team (primarily through Technical Account Managers). Together, these teams are responsible to ensure both customer longevity and systematic growth.


As a Sr Key Account Manager, a Typical Day Might Include the Following:


  • This position will require travel of 20-40% of the time between customer meetings, quarterly business reviews, industry events, and sales kickoff

  • Identify upsell and cross-sell opportunities within the customer base. Close the deal themselves on smaller transactions and engage the DSM on larger opportunities.

  • Become intimately familiar with the assigned account base and become the trusted advisor to the customer for better business outcomes.

  • Consult with the client regarding their contact center business, identifying areas in which they can use their existing NICE inContact products more effectively in coordination with best practices in the contact center industry.

  • Work with existing customers to enroll them in the inContact Reference program and with the Technical team to ensure the customer remains reference-able.

  • Maintain a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor's products and what strategy inContact should develop to counter.

  • Maintain a working knowledge of all other NICE inContact products/services, competitive product lines, differentiators and industry trends through self-education and NICE inContact's resources.

  • Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps.

  • Work directly with NICE inContact's product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancement and development.

  • Work with NICE inContact's Implementation team to play a role in smooth customer implementations by providing on-site assistance as directed and provide appropriate feedback to the greater sales team post turn up.

  • Measure success via tracking of client retention and revenue growth.

  • To Land This Gig You'll Need:
  • ​Bachelor's degree in Information Technology or Business Administration or related field (or equivalent work experience) is required.​
  • 10+ years applicable experience in the account management function in customer service, call/contact center and/or service delivery
  • Demonstrated sales ability by meeting sales quota.
  • Working technical knowledge of contact center software/design/functionality.
  • Experience in managing the business aspects of large Enterprise-level customers.
  • Demonstrated experience in a fast paced environment and meeting customer time constraints.
  • Demonstrated experience working independently with little to no daily supervision.
  • Competency negotiating and upselling products and services offerings Bonus Experience:
  • Demonstrated sales proficiency, primarily to an installed base of customers.