Job
Description
What You'll Do We are seeking a Customer Account Manager to manage a large portfolio of emerging and small business customers in our SaaS Sales team. You will drive Annual Recurring Revenue (ARR) growth and maximize customer satisfaction and retention at scale. With a high ratio of accounts, we are looking for an individual who can efficiently engage, identify, and act on revenue opportunities without the time for in-depth, strategic planning on each account. You will report to the Director of Existing Business Sales. What Your Responsibilities Will Be Customer Portfolio Management at Scale: You will manage a high volume of new and small business accounts, efficient service to ensure customers understand and gain value from their investments. You will develop professional relationships across your portfolio, with a focus on maximizing engagement and retention. Increase Sales Growth: You will exceed sales targets by developing a high-velocity sales process tailored to new and small business customers. You will identify cross-sell and upsell opportunities, focusing on value features and products that meet customer needs. You will maintain a flow of customer interactions to build a scalable pipeline, ensure rapid response times, and achieve results against set quotas. Scalable Account Execution: You will implement standardized account plans designed for volume, focusing on efficient onboarding, rapid response to customer inquiries, and delivering value with minimal turnaround time. You will conduct product presentations, webinars, and call to increase awareness of available solutions. Ensure each customer interaction is and impactful, even within time constraints. Customer Engagement: You will address customer pain points and goals promptly, offering product solutions tailored to new our needs. You will check in to assess satisfaction, troubleshoot, and uncover additional revenue potential without account customization. Collaboration: You will collaborate with our teams, including Customer Success and Marketing, to provide a cohesive customer experience and use resources across accounts. You will be a bridge between customer needs and our teams to support customer satisfaction at scale Manage customer relationships, engaging them in value-added activities. What You'll Need to be Successful Overall 7 years experience of which 3+ years of experience as a Customer Accounts Manager of Mid-Market accounts Make sense of complex, high quantity, and sometimes contradictory information to identify solutions with limited change. Experience communicating the value of the product and its features to customers (verbal, written, video, in person) Experience assisting multiple customers simultaneously and managing a book of business of 400+ customers. Achieve results, even under challenging circumstances and with Experience prioritizing sales opportunities based on ICP Enthusiasm for customer success and excellence especially within the SaaS space Experience with enterprise platforms such as ERP, CRM, ECommerce, POS, OMS, etc. Salesforce and Gainsight experience
