Account Manager

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

📋 Description

• Acts as the primary steward of the customer relationship, focused on enhancing retention, growth, and product adoption within the ArrowStream and Buyers Edge Platform (BEP) portfolios.

• Cultivate and sustain multi-threaded relationships within customer organizations, engaging with both Executive and User stakeholders through structured recurring interactions, on-site meetings, and Business Reviews.

• Facilitate Executive Business Reviews that highlight ROI, strategic alignment, and the long-term business value of the system.

• Manage customer communications on behalf of ArrowStream, serving as the main point of contact and ensuring timely, professional, and value-driven interactions across all channels.

• Uphold high standards of account retention for the designated customer portfolio; oversee and direct the complete renewal cycle for assigned accounts, including contract preparation, presentation, negotiation, and prompt closure.

• Identify and explore upsell and cross-sell opportunities while collaborating with ArrowStream and BEP brand teams for execution.

• Regularly assess account health scores and usage data to pinpoint retention risks and implement mitigation strategies.

• Develop and maintain expertise in the ArrowStream system and relevant BEP brands, acting as a strategic product advisor who links system features and capabilities to customer business outcomes and ROI.

• Serve as a product advisor who aligns platform capabilities directly with customer business objectives.

• Gather and convert customer feedback and enhancement requests into prioritized and actionable data for the Product team.

• Keep accurate, real-time records in the CRM database, documenting detailed customer insights, including organizational changes that may affect account stability.

• Function as the internal advocate and coordinator for assigned accounts, collaborating with Implementation, Sales, Data, and Customer Success teams to ensure smooth onboarding, platform adoption, data integrity, and prompt resolution of issues.

⛳️ Requirements

• Over 5 years of Account Management or Customer Success experience in a SaaS environment, demonstrating proficiency in project management.

• Strong preference for familiarity with food service, hospitality, or supply chain technology.

• Proven capability to excel in dynamic, evolving environments, working independently while effectively collaborating with cross-functional teams and subject matter experts.

• Established record of consistently meeting or surpassing renewal, retention, and upsell targets in a SaaS setting.

• Strong commercial acumen; ability to lead strategic account planning, navigate complex pricing discussions, and confidently close contract renewals.

• Skill in translating complex data, analytics, and platform capabilities into clear business cases that showcase platform ROI and enhance customer value.

• Exceptional ability to engage, influence, and build lasting trust with stakeholders from daily users to C-suite and VP-level executives.

• Experience in designing and conducting Executive Business Reviews that effectively convey adoption, strategy, and business impact.

• Natural tendency to represent the customer internally and drive exceptional outcomes.

• Willingness to travel overnight a few nights per month.

• Bachelor’s degree or related experience.

• Proficiency in using MS Office applications.

• Strong skills in Excel.

• Experience with CRM, Jira, and Customer Service Software.

🏝️ Benefits

• Comprehensive coverage from the start. Medical, dental, and vision coverages are just the beginning! We also provide ancillary plans, including flexible spending accounts for health and dependent care, critical illness, accident, and voluntary life insurance, as well as company-paid life insurance. Additionally, we offer a 401(k) plan with company matching.

• Invest in your success. We will equip you with an extensive training and development program and offer competitive compensation.

• Live well = Work well. Enjoy our Personal Responsibility Paid Time Off policy that allows you to take time off without needing to accrue it!