Account Manager, Estara Client Services
Art Technology Group, Inc. (Fairfax, Virginia)

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eStara is a leading provider of e-commerce optimization services designed to enhance online sales and ebusiness initiatives. Delivered in a software-as-a-service model, eStara powers the world’s most recognized brands -- including American Express, Dell, Continental Airlines, HSBC, Best Buy, and Superpages.com – to help them engage customers with the right form of contact at the right time to increase revenue, reduce Web site abandonment and improve customer satisfaction. eStara is owned by ATG (Art Technology Group, Inc., NASDAQ: ARTG). The Role

Reporting to the Manager of eStara Client Services, the Account Manager will manage customer accounts throughout their entire life cycle including project initiation, technical implementation, custom development, providing ongoing support and business analysis to best leverage eStara’s core services, Click to Call, Call Tracking, Form to Phone and Save & Send.  eStara provides individual modules, or a full suite of solutions for tracking and monitoring the effectiveness of both online and offline media campaigns designed for the unique needs of publishers, marketers and media companies.   Responsibilities  Work directly with eStara sales executives to support new accounts in a seamless transition from prospect to long term customer. Manage multiple concurrent customer accounts throughout their entire implementation life cycle, including project scope & initiation, technical implementation, custom development, business analysis and consulting.  Set expectations and goals, due dates and deliverables, to ensure timely completion of projects. Act as primary contact for ongoing support needs for existing client base.   Work with vendors, internal departments as well as clients to resolve customer service issues.  Provide ongoing training and support. Guide customers through the use of APIs and other software tools, providing technical guidance on the best solutions to custom implementation projects (with the assistance of sales engineers when needed). Assist in improving procedures and developing new processes to increase efficiencies while managing large critical projects. Requirements  3+ years' direct customer and/or vendor management experience.  Proven track record of successfully leading multiple/concurrent customer engagements.  Basic working knowledge of XML and HTML; some experience with JavaScript and Regular Expressions preferred but not required. Ability to effectively communicate with clients at all levels within the organization to help them understand the technology behind the product.Proficiency using standard software applications, including Microsoft suites and Photoshop, Paint, or similar web imaging tools.  Ability to adapt quickly to new technologies and processes.Organizational and time-management skills are an absolute requirement.

 The successful candidate will have: 

Acted as Account Manager/primary point of contact and liaison between customer and developers or technical staff.Implemented web applications or call center technologies (such as CRM, telephony switch programming).Customer training experience (for technical tools or services).Sound like a fit? Click on the APPLY button below to submit your resume today!