# Senior Account Manager

Published 2024-09-05

> 1. General Information Approved date: 2020.12.01 Department belongs to: Administration Department Directly responsible to: Senior Marketing Manager Appeal to: Chief Executive Officer Substitutable position: 2. Main purpo

**1\. General Information**

**Approved date:**

2020.12.01

**Department belongs to:**

Administration Department

**Directly responsible to:**

Senior Marketing Manager

**Appeal to:**

Chief Executive Officer

**Substitutable position:**

 

**2\. Main purpose and Responsibilities of the Position**

**Job Summary:**

-   Meeting and exceeding business objectives ensures consistent achievement of all financial and operational KPIs
-   Managing to deliver an outstanding ‘Customer Experience’
-   Managing, inspiring and motivating the operation team to ensure operational excellence, high employee engagement and service improvement is achieved

**Key areas of accountability:**

-   erxes open-source, Enterprise and SaaS customers
-   Team members

**Primary job description:**

-   Respond to comments and customer queries in a timely manner
    -   office.erxes.io Team Inbox, Task - to listen, report, follow up and respond
    -   Sentry /User Feedback/ - Update on Bugs/Enhancement request coming from both User feedbacks and Internal Tests findings
    -   Heatway /Product release generating program/ - To regularly update on product release
    -   Content to be created - Saas Feature update/Enhancement update
    -   Trello /Roadmap/ - Update erxes Roadmap on Vote and Internal Product Development Planning
    -   Engage Community - Conduct webinar and
    -   Discord chat
-   Communicating with clients to understand their needs and explain product value
-   Building relationships with clients based on trust and respect
-   Collaborating with internal departments to facilitate client need fulfillment
-   Collecting and analyzing data to learn more about consumer behavior
-   Keeping accurate records pertaining to inventory and account notes
-   Maintaining updated knowledge of company products and services
-   Resolving complaints and preventing additional issues by improving processes
-   Identifying industry trends
-   Acting as a client advocate with a focus on improving the buyer experience
-   **INTERNAL COMMUNITY AND TEAM MEMBERS**
-   Share the Organizational Vision With Each Member
-   Communicate and understand each team members in relation
-   Get team members motivated and feel appreciated under your supervision
-   Create and Maintain a Team Spirit
    -   erxes XOS/Mobile application/
    -   Facebook /Нью Медиа Фэн Груп/
    -   Discord chat
-   Peoplebox - OKR

**3\.       Additional information**

**Working condition**

Normal

**Working hours**

9.00-18.00 Monday - Friday (can work remotely during this time)

**Work equipment**

Desk, chair, computer, and other

**4\. Performance measured by following main factors**

-   Highly effective workflow and financial objectives to meet
-   Smooth and professional communication flow both internally and externally