Contour Software · 10 hours ago
Senior Account Manager
Remote - USA
Full-time
Remote
Senior Level
$84K/yr - $126K/yr
5+ years exp
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Responsibilities
Serve as the main point of contact for assigned customers, maintaining regular communication and building strong relationships.
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.
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.
Oversee and manage customer tickets, ensuring timely responses and resolutions. Collaborate with support teams to escalate issues when necessary and track progress.
Coordinate and manage the testing of new releases for customers, ensuring that updates or new features function correctly in customer environments.
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.
Identify and resolve customer and product-related issues. Serve as a problem-solving resource for customers and coordinate solutions with other departments.
Work closely with other Account Managers to share knowledge, insights, and best practices. Collaborate on cross-functional customer projects and initiatives.
Ensure proper timecard management for customer-related activities, ensuring accurate time tracking for billing and project purposes.
Develop expertise in the tools and reporting systems used by Optiviq to manage customer accounts, monitor service delivery, and report on customer metrics.
Organize and participate in regular customer meetings to discuss ongoing projects, updates, and any outstanding issues. Maintain a proactive approach to customer engagement.
Successfully manage multiple customer accounts simultaneously, ensuring that each customer receives a high level of service and attention.
Qualification
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Required
Experience in supporting and maintaining Optivision for global customers in the pulp and paper industry
Proven experience managing key accounts in a B2B environment, preferably within a software or technology company.
Ability to understand complex customer business processes and how they relate to the implementation and use of Optivision.
Strong problem-solving skills with a focus on identifying root causes and delivering effective solutions.
Excellent verbal and written communication skills, with the ability to convey complex technical concepts in a clear and concise manner.
Ability to manage multiple customer accounts, prioritize tasks, and meet deadlines.
Experience with CRM systems, ticketing tools, and reporting systems.
Ability to work well in cross-functional teams and share knowledge with peers.
Preferred
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.
Benefits
Medical
Dental
Vision
Basic life insurance
Short/long term disability
401(k) participation (with company match)
Minimum of 10 days of vacation for new employees
Sick time based on state requirements
8 Company-paid holidays
2 personal holidays per year
Company
Contour Software
Contour Software serves as a dedicated Resource Centre, currently housing employees & teams for more than 80 Divisional & Corporate Dept.
1,001-5,000 employees
Funding
Current Stage
Late StageLeadership Team
Bilal Mahmood
Founder, CEO & MD
Company data provided by crunchbase
