Professional Services Account Manager

Are you driven by innovation and looking to thrive in a fast-paced, growing environment? Join us at Calabrio and be part of our dynamic team! Help us in reshaping the landscape of customer experience – where every interaction becomes an opportunity, and every insight drives meaningful change. 

Introducing Calabrio – The trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed. 

We are seeking a Professional Services Account Manager who will be responsible for promoting and selling our professional and managed services to existing and new clients, building relationships, and driving revenue growth for our Professional Services Team. In this role, you will be responsible for scoping and closing services deals, identifying upsell opportunities, and partnering with professional services leadership to optimize services sales. The ideal candidate will have a proven track record of impactful services sales, excellent communication and negotiation skills, and the ability to work cross-functionally with internal teams.

What you'll be doing:

• Conduct discovery meetings with customers and partners to define the scope of professional services engagements.
• Develop detailed statements of work (SOWs), including solution descriptions, customer/partner responsibilities, internal responsibilities, and project assumptions.
• Identify and quote appropriate professional services SKUs and determine the required quantity based on project scope and complexity.
• Work cross-functionally within the organization to ensure accurate and competitive services proposals.
• Lead the end-to-end sales process for professional services, from initial contact through to contract negotiation and final closure.
• Proactively identify and pursue opportunities for account growth and expansion of services offerings.
• Ensure prompt and accurate resolution of services pricing requests, liaising with internal teams as necessary.
  Facilitate opportunity closure for unattached services, managed services, and upsell deals with customers and/or partners.
• Project & Queue Management:
• Partner with leadership to develop and execute a strategic sales plan to achieve revenue and growth targets in the professional services market.
• Manage and prioritize a queue of services pricing requests within Salesforce to ensure timely responses and alignment with CPS operations and delivery teams.
• Collaborate with internal teams to optimize pricing strategies and ensure profitability while meeting customer expectations.
• Track and analyze services engagement data to drive process improvements and efficiency in the services sales process.
• Drive end-to-end sales cycle, including identifying client needs, presenting solutions, preparing SOWs and quotes, and closing opportunities.
• Collaborate with senior leadership to define and refine sales targets and objectives.
• Client Relationship Management:
• Act as the primary point of contact for client services sales, ensuring satisfaction and alignment of services with their business needs.
• Act as a trusted services advisor to customers, ensuring a high level of satisfaction during the pricing request and discovery process.
• Partner with Customer Success and Field Account Executive teams on business outcomes and professional services opportunities.
• Provide insights into services solutions to enhance customer experience and maximize the value of our services.

We're looking for:

• Exceptional communication, presentation, and negotiation skills.
• Strong business acumen and understanding of professional services sales cycles.
• Ability to work independently as well as collaboratively in a team environment.
• Proficient in CRM software (Salesforce, HubSpot, etc.) and other sales tools.
• Understanding of professional services lifecycle, pricing, SKUs, and scoping methodologies.
• Excellent project management and organizational skills with the ability to manage multiple priorities.
• Strong communication and interpersonal skills for effective collaboration with customers, partners, and internal teams.

• 3+ years of experience in a Technical Account Management, Solutions Consulting, or Professional Services role, preferably in a SaaS or enterprise software environment.
• Bachelor’s degree in Business, Marketing, or Engineering or equivalent experience.
• Strong experience with Salesforce for researching customer environments and managing service requests.
• Proven ability to create and manage Statements of Work (SOWs) and define services engagements.
• Technical knowledge of contact center solutions, workforce management, analytics, or related enterprise software is a plus.

You've learned about what you'll be doing, here's what benefits you'll be getting when you join Calabrio: 

• Global team recognized for their passion for innovation. 

• Innovative product culture and project exposure. 

• Training and development from industry-leading experts. 

• Cutting edge benefit programs that include: 401(k) & matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement. 
• We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Starting rate of pay for this salaried position is targeted at $120,000 annually.

Our Power is Our People, driven by Our Core Values:

                  Relentless Innovation: Kick status in the quo.

                  Customer Obsessed: Put the customer first. Always.

                  Results Matter: Take action that impacts. Every day.

                  Ignited by Our Diversity: Invite inspiration from everyone.

What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements).  As an Innovator with Purpose, you’ll feel motivated and truly excited to come to work!

About Calabrio:

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform and our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Our solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight.

Awards & Accolades:

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplaces, Great Place to Work UK, named one of BC’s Top Employers, and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal. 

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.

We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing talentacquisition@calabrio.com. An applicant requesting an accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information.