Job Details

Talent Acquisition Coordinator at mdf commerce

This position is based in Hawaii, and we are seeking a candidate who resides there.

mdf commerce Inc is an international team of approximately 650 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of its B2B and B2G customers.

Working in the GovTech sector for our new brand, SOVRA, we are looking for an Account Manager to join our team. The Account Manager will be responsible for driving the success of our relationship with the State of Hawaii and its State agencies, local governments, and suppliers for a solution focused on providing a complete procure-to-pay network and marketplace for governments and suppliers in Hawaii.

What will your primary responsibilities look like?

• Manage customer day-to-day client relationships and success with products and deliver solution expertise to customer executive and administrative users to maximize customer satisfaction.
• Work closely with Product Management, Tech Ops, Dev Ops, Services, and other cross-functional teams to ensure that product use, adoption, and client experience go smoothly throughout the relationship.
• Partner with the SAM and TRX teams on prioritized customers to drive overall customer adoption, enhance customer success, and mitigate customer churn risk.
• Understand customers' business approach, processes, and priorities to facilitate their use of the products within their portfolio, clearly communicate customer needs within the company, and support customers during release processes.
• Provide regular coordination and reporting of SLAs.
• Manage release process with customer, including 20-10-10 if applicable.
• Coordinate activities associated with client enhancement request process.
• Build relationships at the client stakeholder level and ensure reference ability.
• Maintain detailed knowledge of customer contracts to facilitate compliance with requirements for solution delivery.
• Coordinate the involvement of company personnel to ensure customer success with the solution and to meet contract expectations.
• Support training sessions when needed.
• Actively support and participate in regular user group meetings with customers.
• Create presentations and present them to customers to deepen understanding of the product.
• Improve client satisfaction through regular communication with customers and quick issue resolution by clearly communicating and escalating as needed within the company.
• Proactively assess, clarify, and validate customer needs on an ongoing basis.
• Exhibit robust knowledge of the Program software solution (as implemented) and leverage knowledge to understand/serve customer needs and expand the use of the solution.
• Actively participate in management and negotiation, execute client solution contracts, extensions, and addenda, and draft SOWs and Orders in partnership.

Desired Profile

• Passion for customer success and working cross-functionally within a diverse team to deliver outstanding results.
• Ability to translate complex technical information in layman's terms.
• Problem-solving skills and ability to present efficient solutions clearly and concisely in Microsoft Word, Excel, and PowerPoint.
• Regional travel may be required for this role (up to 15%) by land and/or air.
• High comfort level and presence with senior agency executives.
• Excellent negotiation and presentation skills.
• Excellent communication skills, both verbal and written.
• Experience testing or demonstrating software.

Qualifications

• Bachelor's degree or an equivalent in Business, Computer Science or other related disciplines.
• 3-5 years in sales/support/account management/project management or change management experience with major accounts in the IT industry, preferably in digital/omnichannel commerce or complex software solutions.

Our Offer

• Work equipment is provided while working from home.
• Competitive benefits, 401K, and compensation programs.
• Flexible paid vacation, personal, and sick days off.

Thank you for your interest in mdf commerce. However, only selected candidates will be contacted.

mdf commerce subscribes to a program of equity and equality in employment.

mdf commerce, through its wholly owned subsidiary International Data Base Corp., doing business as BidNet, participates in E-Verify. If selected for employment, you must provide your Form I-9 information to confirm that you are authorized to work in the United States.

Seniority level

Associate

Employment type

Full-time

Job function

Sales and Information Technology