Responsibilities
- Develop and execute the overall Small/Mid-Market Account Management strategy with the Vice President of Customer Experience
- Build a foundational AM enablement plan covering best-in-class save strategies, discovery, ROI/value demonstration, multi-threading, proactive insights, thought leadership, negotiation, and deep industry/business knowledge
- Collaborate with cross-functional leaders (Customer Success, Sales, Billing, Implementation, Support) to solidify 'swim lanes' and rules of engagement to ensure a unified customer communication experience with seamless hand-offs
- Deliver clear, honest readouts to leadership, including regular reporting on team performance, retention health, and where the function needs investment or course correction
- Work tightly with People Ops to develop a best-in-class onboarding experience
- Set the example for top notch, highly methodical relationship ownership, from account planning to meeting prep to agenda setting to call format to follow-up to close
- Develop relationships with key customers and serve as an escalation point for reps, mitigating risk and strengthening trust
- Understand intuitively risks and opportunities within an account, understanding the nuance and specifics but also seeing the bigger picture
- Be a constant student of the CRE landscape, our customer’s businesses, and competing/complementary technology
- Establish clear retention, account growth, and health KPIs for the team, managing against a daily dashboard
- Monitor pipeline activity, forecast accurately, and ensure consistent attainment of retention targets
- Maintain pristine CRM hygiene, holding reps accountable to documentation and tracking protocols
- Implement consistent pipeline reviews, deal coaching, and account planning sessions with the team
- Communicate clearly what good looks like, and whether someone is exceeding or falling short of expectations; everyone should know exactly where their performance stands
- Hire, coach and maximize a team of AMs with incredible listening, communication, dot-connection, and time management skills
- Proactively manage capacity within your team, maintaining the right net headcount expenditures across the year, without compromising revenues, gaps in account coverage, or impactfully disrupting the customer’s experience
- Build a strong team dynamic, encouraging collaboration within the team and across the organization
Requirements
- 4+ years of sales and/or account management experience, in a quota carrying capacity
- 2+ years of experience managing Account Managers or similar post-sale customer-facing roles
- Proven ability to drive results, with a track record of meeting and exceeding revenue targets and/or account growth targets
- A hands-on and deep understanding of B2B SaaS deal flows, relationship building, and pricing mechanisms
Work Arrangement
Remote (Worldwide)
Team
Structure: Reports to the Vice President of Customer Experience; partner to the Director of Customer Success; leads a team of Account Managers in a pod model coordinated with Customer Success and Sales.
Additional Information
- Location: We are HQ’d in Chicago, but operate remotely. As such, this is a remote role open across most of the US.
- Road-ready - you're comfortable getting on a plane for an onsite QBR, a renewal conversation, or an industry event. Facetime still closes deals and builds the trust this role depends on.
