Account Manager (REMOTE)

Position Summary

The Account Manager role is an integral part of our Customer Success Team.  We are looking for dynamic, service-centric professionals to round out our Customer Success Team in a POD structure, working with assigned accounts. Account Managers provide our Clients a world-class experience as their digital collateral is brought to life by our Production Teams. 

The AM's key responsibilities include new order management, new Client onboarding and training, lead referral generation and invoice management, project preparation and information collection, ensuring a high level of Client satisfaction and exemplary service.

The Account Manager maintains contact with their Clients to ensure high levels of customer satisfaction and service.  Responsible for monitoring status of projects including: cost, timing and staffing.  The capability to thrive under pressure, prioritize and manage multiple tasks and build effective Client relationships are key to the Account Manager position.

This is a fully remote position with daily interaction via Microsoft Teams with the Customer Success Team.  Digital tools and equipment needed for this position will be provided.

Key Tasks

• Work with the Sales team to transition project information to production
• Establish and nurture sustainable relationships with Clients
• Accept new projects, add and/or create proposals and enter into database
• Set and manage realistic Client expectations
• Review production products & processes with main Client contacts
• Schedule and manage projects throughout the production cycle
• Deliver clear and unambiguous collateral to Clients
• Provide Client status reports and deliver according to committed timeframe
• Request feedback from Clients periodically
• Resolve payment issues flagged by Accounting through strong client relationships

Key Responsibilities

• Learn and adhere to predetermined Client standards/procedures etc.
• Communicate regularly with Clients, remaining accessible, available and responsive
• Grow accounts through employment of a consultative sales approach with Clients, when appropriate, to increase sales 
• Ensure the receipt of complete and accurate client information to facilitate the execution of client requests
• Maintain organization, thoroughness and accuracy for all project collateral
• Ensure deadlines are met and that the appropriate sense of urgency is conveyed to production
• Anticipate production/Client questions, needs & potential problems; develop solutions accordingly
• Forecast future projects & potential sales opportunities with the Builder Sales team
• Know how and when to escalate issues to Management and/or Sales
• Actively seek feedback and evaluation of performance from Clients
• Maintain a positive and professional demeanor, even under pressure
• Stay up-to-date on new products, offerings and industry information

Minimum Requirements

1-3 Years Experience in Customer Service

Proficiency in Microsoft Office Suite 

Microsoft Teams and/or Zoom Virtual Meeting Experience preferred

1+ Year of Remote Work Experience preferred

Knowledge of CGI and/or Digital Media Experience, Architectural Terms, or Residential Real Estate a bonus, but not required

Work Environment

This position requires working at a computer, sitting or standing for long periods of time, in your own home office environment.

Occasional meetings in person in Tampa, FL may be required.

For further insight into our company and culture, please visit us at www.Medialab3dsolutions.com

NOTICE TO ALL APPLICANTS- MediaLab 3D Solutions participates in E-Verify.

• E-Verify is a web-based system operated by the U.S. Department of Homeland Security (DHS) that helps participating employers confirm workers are eligible for employment in the United States.
• The system cross-checks an employee’s I-9 information against records in the DHS and Social Security Administration databases to verify the individual’s identity and employability status.

For more information, review the two postings below for E-Verify participants:

1. The E-Verify poster (issued by the DHS), and
2. The Right to Work poster (issued by the Department of Justice).