Job Summary:
The Account Manager is responsible for managing client relationships, driving customer satisfaction, and
supporting revenue growth through engagement, retention, issue resolution, and promoting product adoption.
This role focuses on ensuring customer success with RCS solutions, and executing strategies to meet sales quotas. The Account Manager will act as a key liaison between customers and internal teams, establishing seamless service and continued business growth.
In order to contribute to RCS’ award-winning sales and customer service, all employees live by RCS’ Core Values:
1. Do the right thing
2. Be fun to work with
3. Take Ownership
Supervisory Responsibilities:
None.
Key Duties and Responsibilities:
Sales Quota
Meet and exceed assigned sales quotas through proactive account management.
Identify upselling and cross-selling opportunities within existing accounts.
Maintain a strong pipeline of opportunities and track progress using CRM tools.
Work collaboratively with sales leadership to execute sales strategies.
Engagement/Retention/Relationships
Build and maintain strong relationships with customers to foster long-term retention.
Serve as a trusted advisor by understanding customer goals and aligning them with RCS solutions.
Develop and implement strategies to reduce customer churn and increase engagement.
Act as the main point of contact for accounts, ensuring consistent and effective communication.
Product/Industry Expertise
Develop a thorough understanding of RCS products, services, and industry trends.
Educate customers on the value of RCS solutions and their impact on business operations.
Stay up to date on competitive offerings and market changes.
Provide product demonstrations and answer customer inquiries regarding RCS solutions.
Issue Resolution & De-escalation
Address and resolve customer concerns efficiently to maintain satisfaction and trust.
Work with internal teams to troubleshoot and resolve technical or service-related issues.
Use conflict-resolution skills to de-escalate customer concerns and maintain positive relationships.
Track recurring issues and collaborate on process improvements to enhance customer experience.
Customer Satisfaction
Monitor and take steps to maintain strong customer satisfaction (CSAT) scores and Net Promoter Scores
(NPS) by delivering excellent service.
Proactively track customer needs and provide timely assistance.
Conduct regular account reviews and check-ins to gather feedback and ensure customer satisfaction.
Collaborate with internal teams to ensure smooth service delivery and issue resolution.
Required Skills and Abilities:
Strong ability to manage customer relationships and drive engagement.
Excellent problem-solving and conflict-resolution skills.
Proven track record of meeting or exceeding sales quotas.
Deep understanding of industry trends and product knowledge.
Exceptional verbal and written communication skills.
Ability to collaborate with internal teams to improve customer outcomes.
Education and Experience
3-5 years of experience in account management, sales, or customer success.
Experience managing key accounts and driving revenue growth.
Strong knowledge of SaaS, cloud solutions, and retail technology is preferred.
Experience using various CRM and collaboration tools.
Working Conditions:
Located and able to work in the US from an RCS-based office space in NH or remote.
Primarily in an office environment, communicating via phone 25% of the day and working on a computer
90% of the day.
Will be expected to travel as needed on company business.
Employees can occasionally be expected to fulfill requests outside of their core accountabilities.
