Client Account Manager - Job Description

Company

Zenwork is the market-leading, award-winning provider of digital tax compliance software to 500,000+ SMBs, including 30,000 CPA firms, and large enterprises across the country. As the workforce continues to shift from full-time employees to independent contractors, businesses have been faced with increased informational tax reporting requirements at both the state and federal levels. Zenwork's Tax1099 software enables companies of all sizes to eFile 1099 tax forms and other important tax documents related to their utilization of 3rd party contractors, vendors, and suppliers. Having eFiled 20M tax forms to-date, Zenwork's SaaS platform is focused on streamlining tax compliance and regulatory reporting on behalf of its customers.

Position - Fayetteville, AR

Reporting directly to the Chief Operating Officer, the Client Account Manager will act as the main point of contact for large enterprise and accounting firm clients. This role will be responsible for building and strengthening client relationships to achieve long-term client retention, high NPS scores, and business expansion. The Client Account Manager will work with Sales, Client Success, and other internal teams to ensure Zenwork KPIs and client goals are being met.

Responsibilities

• Demonstrate ownership of the relationship with each client within a territory.
• Communicate proactively with clients to ensure their needs are met.
• Respond to client requests with empathy, detail, and efficiency.
• Perform customer implementations and problem resolution.
• Ad hoc customer related projects.
• Expand the offering and revenue generated by the customers.
• Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients.
• Engage with Sales to renew and expand business.
• Drive a high level of customer success and satisfaction and achieve stellar NPS scores by going above and beyond for clients.
• Generate and communicate progress reports to clients and organizational leadership.
• Collaborate with other members of the team to discuss progress and find new ways to improve business.
• Assistance with recruiting interns.

Qualifications

• Professional experience in a sales or customer service role of 1-3 years.
• Proven track record of exceeding client expectations and receiving positive customer feedback.
• Proficiency with common customer success and customer relationship management software, such as Salesforce or similar products.
• Demonstrates exceptional time management and adaptability skills where the candidate is competent in navigating multiple responsibilities simultaneously.
• Exhibits emotional intelligence and is capable of remaining calm in stressful situations.
• Articulates effective professional verbal, presentation and written communication skills.
• Demonstrates strong organizational skills and attention to detail.
• Competent in demonstrating technology solutions to virtual audiences.
• Contract management experience.
• Able to work in Microsoft Office products.
• Knowledge of GRC Governance, Risk and Compliancely or willingness to quickly learn.
• Knowledge of Tax1099 preferred.

Work Conditions:

• This position is primarily based in our Fayetteville, AR, headquarters or our Dallas, TX, office.
• There may be some flexibility for some remote work after an initial three-month training period.
• Occasional travel to conferences or trade shows may be required.