Job Description:


As an Account Management Specialist, your role is to help our Franchise businesses be successful in using all of Mood Media's product offerings that help them elevate their customer experience. A key part of your role is to serve as a trusted advisor to the franchise business owners, educate them on the broader offering that Mood Media provides, and provide retention efforts for accounts and upsell services.

Key characteristics we are looking for:

• Strong listening skills - able to actively listen to a customer, and develop true
  understanding of their needs
• Excellent communication skills - being able to effectively communicate with internal teams, as well as with customers directly to deliver on customer expectations
• Strong collaboration skills - at Mood, we know that all of our actions touch the
  experience of our customers. We deliver and WIN as one team
• Presenting Skills, Face to Face Client Communications, Negotiation Skill Set
• Comfortable with Change, and Beyond - with significant innovation ahead of us, we are looking for talent that not only is comfortable with change, but talent that embraces change. Talent that can help identify opportunities for improvement, and provide input into our roadmap to elevate our customer experience going forward
• Self Starter - as a Mood team member, we expect you to be proactive, and to be an opportunistic self-starter able to work independently
  

Essential Job Functions and Responsibilities:

Both Proactively and Reactively, responsibilities include maintaining a strong relationship with Mood's franchise business owners including re-contracting, saves/cancellations, upselling, presentation of new products and services, change of ownerships, in conjunction with franchise initiatives.

Develop and maintain a relationship with your clients
Be the champion for your client by understanding and advocating for their needs
Through delivering value to your clients, re-contract and retain existing clients
Through education, effectively cross sell additional services and equipment to existing clients that benefit their business
As needed, liaise with internal teams to ensure resolution of customer facing issues in a timely and satisfactory manner (product team, finance team, customer service team etc.)
Actively mitigate churn, and process customer cancellations as needed in a timely manner
Ensure brand standards are met for our franchise partners
Work within multiple client database systems (Oracle, various Control sites) to track and note account activity
Draft and submit all required paperwork (contracts, amendments, equipment orders, buyouts, etc.)
Uses independent discretion on a regular bases when interacting with personnel, clients and conducting research.

Qualifications, Education and Experience:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills and Abilities:
2+ years of experience in sales and/or customer service supporting franchise business owners
Strong organizational skills and attention to detail, with the ability to multitask
Excellent written and verbal communication with a positive attitude
Strong active listening skills, and ability to build rapport
Strong problem solving skills, with solution oriented mind-set
Ability to use resources with little direction and guidance
Graduation from an accredited four-year university/college in related course work preferred but not required.
Affinity for technology, and ability to leverage technology such as Salesforce or similar system