Account Manager

Responsibilities

Account Management

• Drives regular and proactive conversations with clients as the single point of contact to foster alignment of client needs with contract opportunity

• Acts in a straightforward and responsive manner using clear communications and behaviors with the clients’ best interests in mind

• Develops a strong working understanding of TAG products and services, serving as the liaison across internal teams to ensure the loop is always closed with a client promptly

• Provides clear solutions to clients and resolves all inquiries timely and holistically

• Acts as consultative strategic advisor to client / client relationship

Expansion Efforts

• Captures and brings forward client insights that lead to renewals and account expansion opportunities

• Proactively seeks opportunities to develop and communicate the value of expanded services to clients and the value TAG can bring to their business

• Actively interfaces with key contacts at all accounts to identify renewal risk and improve client health and retention

Relationships

• Demonstrates a thorough understanding of client needs based on their environment, industry, and infrastructure, as well as understanding the specific needs on their various property types, locations and assets

• Collaborates with internal team members and clients to identify growth opportunities through account planning and delivery execution

• Consistently builds rapport to proactively identify gaps in relationships with clients and recommends actions to bridge or resolve gaps

• Collaborates with internal team members to ensure positive client experiences that lead to expansions and renewals

Delivery

• Achieves assigned annual goals in the areas of NPS score, contract renewals, and expansion revenue

• Regularly follows standard operating procedures and defined processes, including expected use of technology enabled applications to effectively deliver against client expectations

• Maintains accurate and concise documentation through various parts of the client life cycle (onboarding, data requests, accruals, tax savings, reports, renewals, expansions, net promoter score, and tax bill transmittal).

Other

• Other duties as assigned

Required

• Minimum of 3-5 years of account management and or/client success experience

• Excellent phone, written and verbal communication skills

• Strong interpersonal skills, with ability to persuade and influence others

• Strong organizational and time management skills, with ability to multitask

• Must be able to take on multiple tasks while still maintaining accuracy and attention to detail

• Basic skills in Microsoft Outlook, PowerPoint, Word, Excel and Internet navigation and research

• Experience tracking activity and opportunities in a CRM system (e.g., Salesforce)

• Occasional travel for client meetings, up to 15% travel annually

Preferred

• Relevant work within client success/account management, ideally in property tax or a tech enabled business

• 1-2 years sales experience

• Strong presentation software skills (e.g., PowerPoint)

• Proven track record of operating with a strong sense of urgency

• Ability to lead and motivate other team members

• Strong conflict management skills

• Enthusiasm for helping and educating others

• Experience hosting remote calls using various platforms (e.g., Teams, Zoom, WebEx)