Account Manager II

iCIMS is looking for a customer-centric Account Manager to join our dedicated Account Management team. As an Account Manager, you’ll be responsible for maintaining best-in-class relationships with clients by promoting contract renewals and expansion, all while delivering a customer experience second-to-none. The ideal candidate displays a true go-getter attitude and will consistently go above and beyond to fully understand their customer’s business strategies, expectations, and pain points. We’re looking for someone who is adaptable, attentive to their customer’s changing needs, and a natural problem solver. If this sounds like you, apply today!

iCIMS extends a work culture unlike any other East Coast-based technology provider. We focus on hiring candidates who display our seven core competencies – passion, drive, transparency, adaptability, empathy, kaizen, and customer commitment. If you eat, sleep, and breathe our competencies and desire to work in a casual yet results-driven environment that embraces innovation– then you’re just what we’re looking for!

iCIMS is a high-growth Software-as-a-Service (SaaS) company that’s voted one of the Best Places to Work in New Jersey. We are the industry's premier recruitment software provider – delivering technology that supports more than 3,200 contracted customers around the globe. We are growing fast at +35% annually and are profitable – which creates a lot of opportunities for career growth within our organization. Come grow with us. Apply today!

• Earns and maintains position as a trusted advisor to client base through the development of exceptional relationships with key decision makers and internal stakeholders within assigned segment.  
• Conducts Account Reviews to develop a deep understanding of the client’s needs and pain points with thoughtful, smart and creative dialogue. Links iCIMS’ products back to key business issues. 
• Monitors adoption, engagement and usage of iCIMS talent acquisition platform relevant to each customer. 
• May manage a moderate volume of smaller sized customers or a lower volume of more complex accounts. 
• Proactively engages with clients to determine ongoing satisfaction, provide demonstrated value of iCIMS products / services and emphasize the client’s return on investment. 
• Serves as a primary point of escalation for issues identified by the customer.
• Tracks technical escalation issues to iCIMS’ technical support team or other iCIMS’ resources and monitor process to ensure timely, accurate and positive resolutions. 
• Manages business escalation issues as they relate ongoing customer retention.
• Proactively engages with customers to identify and close growth opportunities and at-risk situations; escalating those instances to the appropriate resources within iCIMS who will execute those.  
• Manages the contract renewal process inclusive of affirming and/or reestablishing the value of iCIMS software to all key client stakeholders and presenting our long-term vision as a technology partner.
• Prepares and follows-up on sales quotes for peripheral services as identified and/or required.
• Maintains accurate and current records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS’ core competencies.

Additional Job Responsibilities

• Uses Salesforce CRM to track and record sales activity to ensure that metrics can be accurately measured.
• Coordinates efforts with marketing, sales management, accounting, legal, and technical service groups.
• Demonstrates a sense of urgency and takes initiative. 
• Maintains flexibility and reacts to change appropriately.
• Receives and takes action on feedback and lessons learned for continual professional improvement and development.
• Takes measures to enhance body of knowledge and skill set through training.
• Other duties as assigned.

• Bachelor's degree preferred or equivalent combination of education and work experience.
• A minimum of 3 years of account management or customer relationship management experience desirable, preferably in the HR services or Software-as-a-Service space or equivalent HR talent platform.  
• Passionate about problem solving, relationship building and creating customer loyalty by delivering a customer experience second to none.
• Exceptional written and verbal communication and interpersonal skills.  Articulates thoughts and ideas clearly, concisely, and persuasively, adjusting to differing audiences within a customer engagement.
• Basic sales acumen and drive to participate in a sales environment with quota responsibilities
• Computer literate; proficiency with Microsoft Office (PowerPoint, Excel, Outlook).  Must be able to quickly grasp new technology. 
• Experience with Salesforce or another Customer Relationship Management software preferred
• Ability to clearly present material and effectively overcome objections.
• High degree of comfort managing multiple, competing priorities in ambiguous environments.
• Ability to work effectively within a fast paced, changing environment that is going through high growth.  Effective time management skills.
• A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities, recommend actions and follow through to effective resolution. 
• Strong results orientation with a proven track record of flawless execution and strong attention to detail. 
• Demonstrated flexibility, resilience and creativity when solving for complex issues.
• Believes in self and is passionate about learning and growing.
• Ability to multi-task and handle multiple prospective clients and issues simultaneously.
• Strong results orientation.
• Demonstrated customer service orientation.  Creates and sustains ongoing forums that encourage two-way communication opportunities.
• Basic understanding of fundamentals of human resources and employment process.
• Ability to work both independently and within a team environment.

iCIMS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other characteristic protected by law.