Account Executive / Customer Success (Hybrid Role)

Job Description

Job Description

New Business Development (Acquire)

• Personally contacts and secures new business accounts/customers within an assigned market segment.
• Promotes, sells, and secures orders from prospective customers using a consultative, relationship-based approach.
• Researches sources for developing prospective customers and gathers information to determine fit, needs, and overall potential.
• Conducts discovery calls, qualification, and opportunity planning; builds and manages pipeline from lead to close.

Product Demonstrations & Solution Alignment (Sell)

• Demonstrates Micro Key products and services to prospective and existing customers; assists them in selecting solutions best suited to their requirements.
• Conducts telephone calls and web presentations to articulate value, address objections, and confirm solution fit.
• Develops clear and effective written proposals/quotations for current and prospective customers, including scope, pricing, and success criteria.

Customer Success & Relationship Management (Retain + Grow)

• Owns the ongoing customer relationship post-sale to drive adoption, satisfaction, retention, and expansion.
• Leads recurring inside customer relation calls (operational check-ins, adoption reviews, renewal prep, and roadmap conversations).
• Proactively identifies risks (usage drop, service issues, stakeholder changes) and drives mitigation plans in partnership with Support/Implementation.
• Partners with customers to define goals, track outcomes, and ensure Micro Key solutions are delivering measurable value.
• Identifies expansion opportunities (additional modules, users, services) and closes growth opportunities within existing accounts.

Cross-Functional Coordination (Deliver)

• Coordinates sales and success efforts with marketing, sales management, accounting, logistics, implementation, and technical service groups.
• Acts as the voice of the customer internally—ensuring issues are routed, prioritized, and resolved through appropriate teams.
• Aligns customer expectations and timelines with delivery capabilities; maintains clear communication and next steps.

Reporting & Market Intelligence (Improve)

• Supplies management with oral and written reports on customer needs, problems, interests, competitive activities, and potential for new products/services.
• Keeps abreast of product applications, technical services, market conditions, competitor offerings, and promotional trends through ongoing learning and internal collaboration.
• Maintains timely and accurate CRM notes, activities, opportunities, health indicators, and customer success plans.

Industry Presence (Represent)

• Participates in trade shows and conventions to generate new leads, strengthen customer relationships, and support brand presence.