ABOUT THE JOB 

We are seeking an experienced Account Manager to join the Silverdale team.  The Account Manager is a key member in the client success team and will engage with all of Silverdale's clients to ensure the highest level of client satisfaction.  You will work with multiple internal teams and executive leadership to ensure our existing customer base is successful through project, task, and ticket management. 

This role includes managing client relationships, project management, customer engagement, and ongoing training of the Odoo platform. You will become an expert on Silverdale clients and processes, and provide feedback to internal teams on client needs, expectations, and commitments. You should be a natural teacher, process obsessed, confident with technology, solution-oriented, and eager to support our client's businesses.  Additionally, you will seek out and respond to new business requests and opportunities from existing clients.  

As a Silverdale Account Manager you will cultivate relationships with each client, representing their goals, strategies, and requests to the internal team.  You will be the representative of Silverdale and values and tenets to our clients, and will endeavor to embrace our processes and goals.  

RESPONSIBILITIES

Projects

• • Plan and manage milestone deadlines to ensure that Silverdale is meeting project time commitments
  • Schedule essential project meetings with the internal team and clients
  • Attend internal and client calls as needed
  • Identify project and milestone risks
  • • Communicate internally all risks to project milestones
    • Work with management to mitigate project risks
    • Communicate project and milestone risks to the client with a mitigation plan
• Tasks
• • Plan priority tasks for the internal team based on client commitments and expectations for projects and tickets
  • Manage client expectations and commitments on tasks by communicating delays or updates to the client
  • Internal communication with the team on priorities
• Tickets
• • Triage all new tickets from clients for assignment to the correct team and assignee, and ensure that all data is correct on each ticket
  • Escalate tickets based on severity
  • Manage ticket SLAs with the internal team
  • Initial communication on all tickets
  • Ensure ongoing communication from internal to the client for expectations progress
• Client Engagements
  
• • Attend and participate in regular client sponsor calls for project, ticket, and account updates
  • • Prepare agendas for client calls
    • Take comprehensive notes on calls
    • Create tickets and activities for all action items
    • Send follow-ups to clients and internally for each call
  • Follow up on all action items from previous sponsor calls to provide updates and confirm if they have been completed
  • Review tickets for SLAs and commitments and follow up internally to ensure tickets are completed on time
  • Collaborate with the internal teams to ensure customer satisfaction

Desired Skills and Experience

Required Experience

• 2 years experience as an account manager or customer success manager, or equivalent experience in a customer relationship position
• A passion for communicating with customers and a drive for customer success
• Excellent communication skills both to engage customers and your peers and management
• Technical experience in using CRMs and a willingness to quickly adopt new skills
• A willingness to learn and embrace new processes
• A service-oriented, can-do attitude
• The ability to stay enthusiastic and positive, and focus on the long-term goals
• Organized and detail-oriented
• An ability to manage multiple tasks and accounts throughout each day

Bonus: 

• Experience with Odoo ERP system

Personal Attributes: 

• A highly motivated, focused self-starter (this isn’t a theory it’s a must)
• Energized by human interaction, communication and building relationships
• Well organized, always looking to excel and over-deliver
• Able to methodically track progress, steps and results
• Hungry to learn and excel at facilitating our client’s success
• An excellent communicator with ability to resolve customer issues with grace
• Comfortable working in an entrepreneurial environment

WHO WE ARE

Silverdale is a privately held global process and technology company. With our Head Office based in the USA, we provide business process consulting and technology services through the Odoo ERP platform.  We are driven by our mission of connecting people and processes through great technology.

WHY JOIN THE SILVERDALE TECH TEAM

We are as fanatical about our Silverdale Tech family as we are our Clients.  We are a team in every sense of the word. Everyone here is approachable and excited to pitch in and help. We work hard and play hard. The right candidate is easy to get along with, always willing to lend a hand, excited about coming to work, and happy to contribute to the team.