Senior Analyst, Account Management

About The Role

Develop and maintain strong relationships with key client stakeholders, ensuring alignment with their business objectives and identifying opportunities to enhance customer satisfaction. Serve as the primary point of contact for clients, addressing any concerns or issues related to AI software products in a timely and effective manner. Gain an in-depth understanding of the Spotlight products and solutions offered by CB4 solution, including technical features, capabilities, and potential use cases across various industries. Provide expert guidance to clients on the implementation and integration of Spotlight products within their existing systems, ensuring seamless adoption and optimal utilization. Develop and execute strategic account plans to drive product adoption, revenue growth, and long-term client retention. Collaborate with internal teams, including product development, sales, and marketing, to align efforts and deliver customized solutions that meet client needs. Conduct product demonstrations, training sessions, and workshops for clients, enabling them to fully leverage the capabilities of Spotlight products. Coordinate with technical support teams to resolve any technical issues or challenges faced by clients, ensuring a positive user experience. Monitor industry trends, competitive landscape, and client feedback to identify opportunities for product enhancement and new business development. Provide insights and recommendations to the product development team to drive innovation and maintain a competitive edge in the AI software market. Oversee contract negotiations, renewals, and amendments, ensuring compliance with company policies and client requirements. Identify upsell and cross-sell opportunities within existing accounts, working to expand the scope of Spotlight product offerings. Prepare regular reports on account performance, including revenue tracking, client engagement, and product utilization metrics. Present findings and recommendations to senior management, contributing to strategic decision-making and business growth initiatives. Work closely with product management, engineering, and marketing teams to provide client feedback and influence the Spotlight product roadmap. Collaborate with sales teams to identify new business opportunities and support the acquisition of new clients. Manage the onboarding process for new clients, ensuring smooth integration of Spotlight products into their operations. Develop customized implementation plans that align with client goals and timelines, ensuring successful product deployment. Act as the voice of the customer within the organization, advocating for client needs and ensuring their feedback is incorporated into product development cycles. Establish and maintain a feedback loop with clients, regularly gathering insights on product performance and identifying areas for improvement. Telecommuting permissible from any location within US.

Salary Range: $151,700 - $240,800
Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.

What You'Ll Do

1. Ability to analyze and interpret data to provide actionable insights, demonstrate value, and suggest improvements using SQL, Excel, Tableau, Looker, Power BI and proprietary company dashboards;
2. Taking large data sets, structured and unstructured, performing ETL to ingest into the data warehouse (Big Query, Postgres and Data Bricks) and apply Machine Learning techniques of supervised and unsupervised learning to continuously finetune company proprietary algorithms and models;
3. Understanding stakeholders’ specific business needs, in order to translate into attributes for A/B testing each client’s models and avoiding model drift using company’s proprietary analyses engine;
4. Demonstrated ability to develop strategic business plans to meet current needs, anticipate future requirements, drive long-term growth and maximize value - developed internal customer engagement measuring tool within Excel to measure account health
5. Designing multivariate experiments to measure KPIs for algorithm enhancements
6. Provide actionable business insights and decision support based on statistical analysis and Natural Language Processing models;
7. Experience with CRM platforms like Salesforce, Hubspot, ServiceNow and Zendesk to manage customer data, track interactions, and measure success;
8. Project Management tools eg. Asana, Jira and Todoist for internal projects and collaboration with Product teams on quarterly and annual product roadmaps prioritization;
9. Experience in maintaining a Knowledge Center within company’s proprietary platforms including creating training videos, customer trainings, support materials, FAQs and updating internal resource knowledge base documentation in Confluence;
10. Synthesizing technical knowledge into an easily digestible Executive Business Report via Google Slides/Docs and Powerpoint/Word and presenting across Store managers to C-suite Executives;

Who You Are

Bachelor’s degree or foreign degree equivalent in Business Administration or related field and three (3) years of experience in any related role or job offered.