Account Manager Ii

Description:

JOB RESPONSIBILITIES:
1. Build positive line of communication (based on mutual respect, trust, integrity, and clear, honest, and open dialog) to maintain and enhance relationships with clients.
2. Support overall client satisfaction by proactively anticipating client needs and maintaining contact with clients to ensure FACTS Church is meeting their needs.
3. Advocate for client needs, such as new features, services and programs needed to enhance the level of services and solutions offered by FACTS Church.
4. Actively participate in the evaluation of new product client requests, working closely with Engineering and Product teams to understand the breadth and limitations of the client product solutions.
5. Collaborate with internal teams (engineering, content implementation, etc.) to escalate and solve client concerns.
6. Prioritize development requests among the diversity of client needs.
7. Document and maintain up-to-date client records in Salesforce, Microsoft Teams, etc.
8. Collaborate with team members to provide superior customer experiences.
9. Respond to client questions and problems through the Zendesk support queue.
10. Document and track ticket histories, issues, and actionable steps taken.
11. Develop a subject matter expertise within the team and provide creative solutions to problems.