Remote Enterprise Account Manager

Summary

Join Rosetta Stone as an Enterprise Account Manager, Middle East/Africa to design and implement language training programs, develop client relationships, and manage subscription renewal and upsell activities.

Requirements

• BA/BS from an accredited institution required (Pedagogy, Languages is a plus)
• 3+ years of account management, customer success and/or professional services experience with B2B software/technology companies (preferably academic/learning software)
• Experience working in multicultural teams with deep knowledge and experience in the Middle East and Africa Regions
• Fluency in French and English or Arabic and English, all three will be highly advantageous for the candidate; Turkish proficiency is a plus
• Marketing experience, leadership skills and strong relationship management ability
• Experience implementing effective customer service/training and/or consulting services
• High honesty, integrity, and accountability skills
• Excellent written and verbal communication, presentation and negotiation skills
• Program/project management experience
• Ability to multi-task and communicate effectively in a high paced environment
• CRM and IT aptitude knowledge desirable (salesforce.com)
• Strong analytical skills (e.g. reporting, excel, data analysis)
• Ability to travel (up to 50%) when required to client sites
• Passionate about being a customer advocate with a sense of urgency and energy

Responsibilities

• Represent best practices for Rosetta Stone service offerings, Rosetta Stone products and methodology during sales discussions and presentations
• Develop a keen understanding of customer needs and values to provide the best customer experience and maximize product adoption, usage, and engagement
• Define success plans based on client objectives and partner with key client stakeholders to gain buy-in and support for Rosetta Stone products
• Lead Rosetta Stone implementation activities, coordinate, deliver, and track implementation services to achieve retention and expansion goals
• Establish periodic reviews with key client stakeholders to gather customer feedback to help improve and enhance product offerings
• Identify opportunities to continuously promote Rosetta Stone to client users
• Effectively communicate about new products and product improvements that can provide additional value
• Proactive outreach to customers with expiring subscriptions through phone, email, and targeted campaigns to secure subscription renewal and drive expansion in your assigned territory; consult on purchasing options, prepare pricing proposals, follow up through close
• Understand all facets of Rosetta Stone Language programs - technical and operational, as well as internal Rosetta Stone systems and processes
• Develop and manage targeted campaigns to upsell and expand within existing accounts
• Partner with sales team presale on individual accounts to set expectations, define client success goals, technical requirements, and success plans
• Partner with sales team throughout the client lifecycle to achieve renewal targets and identify growth opportunities
• Monitor and communicate client feedback to a wide range of internal teams to promote continuous improvement to product and processes
• Drive and implement improvements to processes, documents, tools, reports, etc., to benefit team and internal/external clients
• Maintain complete, consistent, and quality activity/contact records in our CRM application (Salesforce)