Account Consultant

  • Remote
  • Full Time
  • Experienced

About StackPath

StackPath is a platform of secure Internet services built at the cloud's edge. StackPath services enable developers to build protection and performance into any cloud-based solution—from apps, to games, web sites, and beyond—without needing cloud security and delivery expertise of their own. More than 800,000 customers already use StackPath services, ranging from early-stage enterprises to Fortune 100 organizations. Headquartered in Dallas, Texas, StackPath has offices across the U.S. and around the world. For more information, visit stackpath.com and follow StackPath at www.fb.com/stackpathllc and www.twitter.com/stackpath.

About the Role

A successful Account Consultant ensures that customers are aware of StackPath’s value, understand how to best leverage our resources, and are aware that they are advocated for during their journey using our platform. They work on behalf of the prospect or customer to uncover solutions, provide recommendations, facilitate product awareness, and resolve account issues which may require escalations.  The primary focus of this role is customer retention while increasing customer loyalty. We are also heavily focused in supporting the sales organization and increasing revenue. Typically, a Bachelor’s Degree is required for this position, or long-term hands on equivalent experience. 

This role will report to: Vice President of Customer Success

 Essential Duties and Responsibilities: 

  • Establish escalations paths and assistance to prospects and existing customers to assist the sales team in generating new business, expand existing business, reducing churn, and reach our company's revenue goals.
  • Answer inbound chats, emails, and calls from prospects and customers and provide responsive and thorough information via professional communication skills.
  • Gain technical expertise in StackPath’s global distributed network and products which will allow you to identify cross-selling opportunities and recommend solutions for prospects and existing customers. 
  • Facilitate and perform customer calls and presentations via video-conference.
  • Responsible for reduction in customer churn and retention by proactively monitoring customer trends, technical support issues and seeing that they are resolved in a timely manner and to the satisfaction of the customer.
  • Collaborate with strategic accounts and contribute to account planning, recommend growth strategies, identify solutions and determine potential upsell opportunities within the book of business.
  • Accountable for pre-sale process including performing presentations, pre-qualification and discovery. 
  • Excellent written and verbal communication skills are required for this position, both internally and externally. Comfortable working with both enterprise executives as well as end-users and developers.
  • Initiate outbound prospecting campaigns and periodic upsell campaigns to grow revenue.
  • Introduce new products and enable customers on product features or services.
  • Work with other departments (Billing, Product, Support) to accomplish related tasks.
  • Effectively document and forecast new sales opportunities using an established sales process.
  • Effectively negotiate pricing request and contract renewals based internal guidance.
  • The role may involve limited travel including meetings with customers or prospects, attending conferences and industry events, although most customer interaction will be provided remotely through video conferencing tools.

Requirements

  • 2+ years of experience in a customer-facing sales, support, or consulting services role
  • Bachelor’s Degree or similar level of hands-on experience
  • Experience with CDN, WAF Security, Cloud Computing Services, and SaaS is preferred
  • Basic knowledge of computer networking with the ability to quickly learn more sophisticated subjects like the OSI Model, HTTP(S), Compute, TCP/UDP, and DNS
  • Technical curiosity and passion; keeping up to date on technologies and companies within the industry.
  • Must have a passion for customer success and account retention.
  • Strong Technical Communication and Collaborative skills.
  • Experience with Outlook, Zendesk, SalesForce, and Outreach.io would be beneficial.
  • Ability to keep timely customer and prospect cadence.
  • This role requires the ability to manage multiple systems, projects, and multitask.
  • Ability to resolve customer issues and escalations within the organization.
  • Knowledge in outbound prospecting using a CRM.
  • Experience with customer enablement and training of new features.

 

This job description is not intended to be all-inclusive.

StackPath is an Equal Opportunity Employer. EOE/AA M/F/D/V

 

If your experience and qualifications match our current needs, a member of our human resources team will contact you. We look forward to hearing from you.

StackPath collects and processes personal data submitted by job applicants in accordance with our Privacy Policy

 

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