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Workforce Account Manager (Remote)

Orlando, Florida
Job Type
12 Feb 2021
MedCerts is a national online career training school pioneering the way students learn and employers hire. Focused on direct to consumer certifications in the healthcare and IT fields, the eLearning school helps students gain the skills and knowledge necessary to excel in new careers and deliver employers the right candidates to fit their organization. MedCerts delivers certification and career training through HD-quality video-based instruction, virtual simulations, games and animations, and on-the-job training. Since 2009, the company has trained over 25,000 students in over 35 career programs and over 800 organizations using or hiring these students. For more information, visit: .

General Description

We are looking for a dynamic Customer Retention Specialist (CRS) to help us retain our core customer base. In this role, you will deal directly with our customers/AJCs to find out what issues they are facing, how we may improve our services, and how to retain their business.
To be successful as a CRS you should have a persuasive attitude, excellent customer relationship skills, and a passion for sales. Ultimately, a top-class CRS can improve and increase sales by creating lasting bonds with customers.

General Duties And Responsibilities
  • Communicating with customers/Case Managers and RWMs
  • Retain business customers by mining and growing accounts through solution-based selling and account management via the telephone
  • New AJC acquisition percentage
  • AJC customer retention rate goals
  • AJC new enrollments and revenue growth rate
  • AJC office profile and input into Salesforce
  • Drive both sales growth and account retention by introducing various services available
  • Setting up face-to-face or virtual appointments for Regional Workforce Managers
  • Identify each member in the office including Business Service Rep
  • Getting one new enrollment out of each new office contact
  • Understand active and inactive AJCs within each territory
  • Analyzing customer behavior
  • Gathering information about customer complaints/issues
  • Developing aggressive retention strategies based on company's goals and objectives
  • Meeting with the RWMs monthly to propose customer retention solutions, concerns and ideas
  • Writing and presenting quarterly customer behavior reports to RWM
  • Building positive relationships with customers/AJCs and RWMs
Required Qualifications
  • 3+ years' experience in a similar role
  • Excellent customer service skills
  • Strong conflict resolution skills
  • In-depth knowledge of sales and marketing software
  • Advanced communication and interpersonal skills
  • Empathy and patience
  • Advanced organizational skills
  • Flexibility associated with workload during peak times
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  • Job Reference: 230505574-2
  • Date Posted: 12 February 2021
  • Recruiter: MedCerts
  • Location: Orlando, Florida
  • Salary: On Application
  • Sector: Sales & Marketing
  • Job Type: Permanent