Account Manager

Company: eLogger
Job Title: Commensurate with experience
Location: Remote
Job Type: Full-Time

About Us

eLogger is the premier electronic logbook solution that puts industrial businesses in control of their operations. Global leaders in power, water, oil, gas, and dozens of other industrial businesses and government agencies have replaced paper logbooks with eLogger to make recording, managing, finding and reporting on their operational data simple and easy. Our software gives operators a new command of their data that enables them to increase productivity, maintain situational awareness, limit downtime, ensure compliance, and handle regulatory audits worry-free. eLogger empowers operators to run their operations, instead of their operations running them. 

We are growing, and we need your help.

Job Overview

We are seeking an Account Manager who is passionate about building deep relationships with customers by helping them to maximize the value they receive from our products.  We aim to be partners with our customers in their efforts to improve their operations, and our account manager is the director of those partnerships, shepherding our customers through their implementation projects.  All of that is in the service of growing our business: retaining our customers and finding opportunities for expansion both within existing accounts and by leveraging our customers’ relationships with related organizations.

Responsibilities

  • Bear primary responsibility for maintenance renewals and win backs
    • Prioritize renewal and win back opportunities
    • Marshal and organize resources to pursue those opportunities
    • Manage those opportunities through to receipt of purchase order
    • Execute the quoting process as necessary
    • Adjust maintenance charges as appropriate to various situations like facility ownership changes, user count updates, renewal date shifts, etc.
  • Bear primary responsibility for customers’ success in realizing value from eLogger’s products and services
    • Build deep understanding of product use scenarios and deploy that expertise to ensure customer success
      • As necessary, explain and demonstrate basic functionality, referencing examples of other customers’ use scenarios.
    • Coordinate all interaction between customer staff and eLogger staff
      • Act as project manager for customer projects involving multiple members of the eLogger staff
      • Lead customers through all phases of the onboarding process through to active product use.
    • Coordinate and track customers’ use of resources available under their maintenance contracts, notably including:
      • Software support
      • Software upgrades
      • Training
      • Template library
    • Work with configuration and training services staff to coordinate sales of those services through to receipt of purchase order
  • Identify and develop opportunities for follow-on license sales, transitioning them to the appropriate members of the sales team after vetting the customer’s need and interest 
  • Manage relationships with all organizations known to be actively using eLogger’s products, whether under maintenance contract or not
    • Identify and track stakeholders and users in each user organization
    • Develop trusted advisor relationships with at least one contact at each user organization, more for larger customers
    • Manage customer license keys using eLogger’s internal system
  • Bear primary responsibility for customer conference ticket sales and attendance, tracking and driving those numbers.
    • Consult on key conference organization choices
    • Help with conference logistics
  • Organize eLogger’s customer speaker program
    • Identify and recruit candidates from customers’ staff for speaking engagements, including at eLogger’s customer conference, trade shows, and eLogger’s webinar program.
    • Coordinate with other members of the customer success team as they help customer speakers develop their content
  • Organize and publish a quarterly customer email newsletter

Requirements

  • At least 4 years of experience managing customer accounts for a business that provides software or a similar offering to other businesses
  • Deft interpersonal skills
  • Strong organizational skills
  • Strong communication and negotiation skills
  • Ability to multitask and prioritize
  • Excellent problem solving and creative thinking skills
  • Occasional travel

Perks & Benefits

  • Financial Benefits
    • 401k with 6% match
    • $50 cash bonus to every employee for every 50 additional user licenses sold
  • Paid Time Off
    • Flexible work environment: no set hours and employees work remotely
    • 20 PTO days 
    • 11 company holidays
    • Additional comp time for weekend travel
  • Health & Wellness
    • Medical, with employee premium paid 100%
    • Employer paid life insurance
    • Employer paid short-term disability insurance
    • Employer paid long-term disability insurance
    • Optional dental insurance
    • Optional vision insurance
  • Social Perks
    • Regular charitable donation matching up to $1,000 annually
    • “Dollars for Doers program”: When employees volunteer 30+ hours of their personal time, eLogger will give a $500 gift to that qualifying nonprofit organization
    • Up to 4 hours paid time per month to participate as volunteer in organizations that contribute to the social fabric of the communities in which we operate
    • Annual all-employee offsite where we mostly have fun and sometimes strategize and collaborate on projects

If you are a motivated individual who is excited to help customers get value from a product, build deep relationships with those customers, and help a business grow, we would love to hear from you. Please submit your resume to careers@eLogger.com.

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