Account Management Associate

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Develop, manage, and cultivate long-term relationships with Pros to enhance engagement, satisfaction, and account growth.

• Act as the main point of contact for a portfolio consisting of around 100–130 Pros.

• Assist in contract renewal initiatives by proactively addressing issues, emphasizing value, and reinforcing partnerships.

• Discover and implement account growth opportunities through consultative upselling and cross-selling of additional products.

• Deliver continuous support to ensure a smooth and successful customer experience.

• Evaluate account performance, customer behavior, and product usage data to maximize retention and growth.

• Oversee and maintain account-specific Standard Operating Procedures (SOPs).

• Conduct regular check-ins and business reviews to evaluate needs and offer aligned solutions.

• Collaborate with Sales, Customer Success, Marketing, Product, and Support teams.

• Achieve and surpass KPIs related to renewals and expansion.

⛳️ Requirements

• Bachelor’s degree or equivalent relevant experience.

• A minimum of 2 years' experience in account management, customer success, sales, or customer support within a Software-as-a-Service (SaaS) context.

• Experience managing mid-market accounts ($20K–$200K Annual Recurring Revenue (ARR)) with a strong focus on retention and growth.

• Proficient in using Customer Relationship Management (CRM) systems (e.g., Salesforce) for account tracking, reporting, and pipeline management.

• Strong consultative selling and negotiation skills, informed by data and customer insights.

• Familiarity with AI tools to enhance the quality and efficiency of work.

• Capability to manage a portfolio of 100–130 accounts while ensuring organization and attention to detail.

• Experience providing feedback to refine processes and workflows in dynamic settings.

• Background in the contractor or home services industry is advantageous.

• High emotional intelligence and empathy necessary for building enduring, trust-based relationships.

• Exceptional written and verbal communication skills with advanced professional fluency in English.

• Self-motivated with a results-driven attitude focused on growth and performance.

• Ability to think strategically about account success while executing tactical plans.

• Proactive in identifying opportunities for improvement and expansion.

• A growth mindset with a passion for contributing ideas that improve team processes and the Pro experience.

🏝️ Benefits

• Paid holidays.

• Flexible, take-it-as-you-need-it paid time off.

• A culture built on innovation that values big ideas, regardless of their origin.