To service enterprise customers and drive revenue growth. To maximise customer success/ROI in achieving great email /multichannel marketing through the broader adoption of Responsys products and services - as well as an Individualized Lifecycle Marketing (ILM) approach.
Key Deliverables
Establish and maintain excellent understanding of the client's marketing objectives (overall, online, and email specific) with the ability to define and help lead the customer to applicable Responsys (and partner) solutions
Facilitate the adoption of ILM by acting as a 'trusted advisor' and partner and by driving the participation of other key individuals from Responsys (executive management, consulting services, product teams, etc.) when appropriate
Serve as escalation point for account satisfaction issues. As the "owner" of the customer, this role provides the leadership, customer, and process focus to maximise client satisfaction and to help improve the overall customer experience and to help Responsys scale the customer facing functions.
Excellent customer retention and ability to demonstrate higher value of the Responsys relationship to key customers
Provide recommendations to the customers in how best to utilise the Responsys Interact solution. (While not expected to provide insight at the level of detail of a product or marketing consultant, developing a strong understanding of the solution, customer marketing processes, and ability to work within the product is critical to success.)
Other Primary Duties
Maintain excellent understanding of general/online/email marketing trends
Manage overall business relationships with different levels of client management
Manage the contractual relationship, renewal, cross-sell & up-sells
Develop specific account plans to assist clients in realising goals through the use of Responsys products and services
Identify product and service opportunities
Act as the "Trusted Advisor" for the client and be the internal client "Champion"
Support corporate initiatives as they relate to driving success with customers
Knowledge, Skills & Experience
3+ years account management experience in ASP/ software environment
Proven ability to maintain strategic relationship with customer creating high level of customer satisfaction and achieving account revenue goals
Experience in email marketing concepts, trends, solutions highly advantageous
Experience in CRM & database marketing very advantageous
Ability to understand the Responsys solution at a detailed level as well as to understand how customers utilise the service in their environment
Good technical acumen. The role will require extensive interaction with users, internal support and services personnel, and product management in detailed discussions about the Responsys product
Strong communication skills (both oral and written). Prior experience with administering contracts and documenting account plans and goals. Strong negotiation skills. Strong presentations skills
