Account Management Experience
Manager of post-sales, hardware and software implementation and support of library, textbook and asset management systems by interfacing with other Follett Software Company departments in managing the accounts’ performance, customer service issues, additional sales and product specific needs.
Key Responsibilities:
Schedule and facilitate project planning either face-to-face or via WebEx.
Create a detailed project plan in agreement with all stakeholders.
Schedule and manage resources, documentation and project risks.
Provide updates and status reports to all stakeholders in a timely fashion.
Execute project close-out, once all tasks are complete by transitioning the customer to Follett Customer Service.
Follow up by sending customer survey to assess customer satisfaction and identify areas of improvement.
Key Achievements:
Successfully managed over 160 accounts across the Continental United States.
Snapshot of Customer service survey results averages 9.7 out of 10 for all FY2010 accounts.