Account Manager - Technical Education ( EWS)- Cary, NC

Siemens - Cary, NC

Full-time

Cary, NC

Machinery Manufacturing

About the position

The Account Manager - Technical Education will serve as a vital customer advocate for assigned accounts within the Education and Workforce Solutions sector. This role is centered around building long-lasting, mutually beneficial relationships with key business executives and stakeholders, ensuring that our products align with the unique needs of each customer. The Account Manager will work closely with cross-functional internal teams, including Operations and Product Development, to enhance the overall customer experience. This involves collecting and analyzing client data, addressing complaints, and identifying industry trends to better serve our clients. In this position, the Account Manager will be responsible for answering client queries and identifying new business opportunities among existing customers. A comprehensive understanding of the entire EWS Technical Education portfolio and processes is essential for success. The Account Manager will act as the primary point of contact for customers, particularly regarding the training needs of biomedical engineers. They will support customers through various communication channels, including email, phone, online presentations, screen-sharing, and in-person meetings. The role requires the development of trusted advisor relationships with key accounts and customer stakeholders, ensuring timely and successful delivery of solutions tailored to customer needs. The Account Manager will also communicate the progress of initiatives to both internal and external stakeholders, forecast and track key account metrics, and support the development of course schedules that align with customer requirements. Additionally, they will be responsible for onboarding new clients, maintaining satisfaction among current clients, and delivering exceptional service on a daily basis. Evaluating competitor offerings and discussing the value of Siemens products with customers will also be part of the role, along with processing necessary documentation for course registration and billing.

Responsibilities

• Be the primary point of contact and build long-term relationships with customers regarding the biomed engineers training needs.
• Support customers through email, phone, online presentations, screen-share and in person meetings.
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors.
• Develop relationships with key internal stakeholders such as marketing, regional headquarters, and program management to successfully understand current tools and processes and help further development of tools, programs, and processes to increase customer satisfaction.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Forecast and track key account metrics.
• Support development of course schedule to align with the needs of our customers.
• Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
• Evaluate competitor offerings and ability to discuss with customer the value of Siemens products.
• Responsible for working with the service team to onboard and integrate new clients and developing existing client relationships.
• Liaise between the customer and internal teams.
• Become customer advocate by understanding needs of customer and current program options.
• Understand and ability to discuss pricing, discounting and overall price of products and usage.
• Process all needed documentation as needed for registration and verification of any prerequisites of courses.
• Ensure that all required billing is successfully completed in a timely manner.
• Collaborating with internal departments to facilitate client need fulfillment.
• Resolve complaints and prevent additional issues by working with Program Team to improve processes.

Requirements

• BS/BA in related discipline or 5 years' experience in the related field.
• Typically, successful experience in related field and successful demonstration of Key Responsibilities and Knowledge as presented above.
• Excellent communication skills - verbal, written, ability to present.
• Demonstrated ability to energize, develop, and build rapport at all levels within an organization.
• Ability to manage multiple customer accounts, relationships, and priorities.
• Must be results-driven, action oriented and passionate about making a positive customer impact while balancing business needs.