Senior Account Manager

Senior Account Manager

Location: Redmond, WA

OPTIVIQ

OPTIVIQ Inc. - With roots in the Pulp & Paper Industry spanning nearly 40 years, OPTIVIQ Inc. holds the exclusive worldwide license for the sales, distribution, and support of OptiVision® in the Pulp and Paper Industry. OPTIVIQ is owned by Constellation Software Inc., a buyer and holder of vertical market software companies throughout the globe. We offer the benefit of working for a medium-sized company and enjoying the support and opportunity of being part of a 50,000+ employee organization.

Job Description

The Senior Account Manager plays a critical role in managing and nurturing relationships with key customers. This role is responsible for being the primary point of contact for customer communication, managing multiple accounts, and ensuring that customer needs are met by overseeing ticket management, release testing, and handling the Estimate/Quote/PO/Enhancement/Invoice processes. The Senior Account Manager will collaborate closely with other Account Managers and internal teams to resolve customer issues and drive customer satisfaction.

Essential Duties and Responsibilities

Primary Customer Communication:

Serve as the main point of contact for assigned customers, maintaining regular communication and building strong relationships.

Product Knowledge:

Continue to develop and maintain a deep understanding of Optiviq’s software solutions, including Optivision. Stay current with new product releases, features, and updates to provide accurate information and guidance to customers.

Customer Business Process Knowledge:

Continuously gain knowledge of the customer’s business processes and how they intersect with Optivision and other Optiviq software solutions. Understand customer-specific workflows and requirements.

Ticket Management:

Oversee and manage customer tickets, ensuring timely responses and resolutions. Collaborate with support teams to escalate issues when necessary and track progress.

Release Testing (for Customers):

Coordinate and manage the testing of new releases for customers, ensuring that updates or new features function correctly in customer environments.

Estimate/Quote/PO/Enhancement/Invoice Process Management:

Manage the entire Estimate/Quote/PO/Enhancement/Invoice process for customers, ensuring accuracy and timely execution. Liaise with internal departments to track and fulfill customer requests.

Customer/Product Issue Resolution:

Identify and resolve customer and product-related issues. Serve as a problem-solving resource for customers and coordinate solutions with other departments.

Collaboration with Account Managers:

Work closely with other Account Managers to share knowledge, insights, and best practices. Collaborate on cross-functional customer projects and initiatives.

Timecard Maintenance:

Ensure proper timecard management for customer-related activities, ensuring accurate time tracking for billing and project purposes.

Knowledge of Tools and Reporting:

Develop expertise in the tools and reporting systems used by Optiviq to manage customer accounts, monitor service delivery, and report on customer metrics.

Regular Customer Meetings:

Organize and participate in regular customer meetings to discuss ongoing projects, updates, and any outstanding issues. Maintain a proactive approach to customer engagement.

Manages Multiple Customers:

Successfully manage multiple customer accounts simultaneously, ensuring that each customer receives a high level of service and attention.

Required Skills & Experience

Product Knowledge:

Experience in supporting and maintaining Optivision for global customers in the pulp and paper industry

Customer Relationship Management:

Proven experience managing key accounts in a B2B environment, preferably within a software or technology company.

Business Process Understanding:

Ability to understand complex customer business processes and how they relate to the implementation and use of Optivision.

Issue Resolution:

Strong problem-solving skills with a focus on identifying root causes and delivering effective solutions.

Communication Skills:

Excellent verbal and written communication skills, with the ability to convey complex technical concepts in a clear and concise manner.

Organizational Skills:

Ability to manage multiple customer accounts, prioritize tasks, and meet deadlines.

Technical Aptitude:

Experience with CRM systems, ticketing tools, and reporting systems.

Team Collaboration:

Ability to work well in cross-functional teams and share knowledge with peers.

Desired Skills & Experience

Bachelor’s degree in business, technology, or related field, or equivalent work experience.

A minimum of 5 years in a customer-facing role with account management experience.

Familiarity with SQL or other database querying skills is a plus.

Essential Functions

For up to 8 hours per day you must be able to fully utilize standard computer equipment, required programs, phone, and office equipment.  You must be able to lift and carry a laptop computer.

Compensation

Constellation offers a competitive base salary, bonus potential, and a comprehensive benefits package.

Majiq

Exempt

The estimated base salary range for this role in the United States is $84,000.00 - $126,000.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.

Not Applicable

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at Perseus_HR@constellationhbs.com.

NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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