Account Manager

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

📋 Description

• Facilitate a smooth transition from implementation to continuous account management.

• Promote effective software utilization and achievement of customer objectives.

• Work alongside Implementation, Training, and Support teams to guarantee customer preparedness and success.

• Establish and nurture trusted relationships with key customer stakeholders, including executive sponsors.

• Conduct Quarterly Business Reviews, strategic planning meetings, and regular follow-ups.

• Comprehend customer ambitions, obstacles, and long-term plans.

• Collaborate with customers on AI workflow applications and coordinate internal assistance.

• Oversee renewal strategies, forecasting, and communications with customers.

• Monitor customer health metrics and proactively address risks of churn.

• Partner with Sales and Finance on pricing, contract renewals, and billing synchronization.

• Identify and promote upsell and cross-sell opportunities.

• Analyze usage statistics and customer feedback to reveal growth possibilities.

• Develop and sustain strategic account plans.

• Provide forecasts and consistent reporting on account health, renewal probability, and expansion pipeline.

• Present account insights to internal stakeholders.

• Navigate compliance mandates and government procurement processes for regulated clients.

• Communicate product updates and customer feedback to Product and Delivery teams.

• Act as the primary contact for escalations and complex issues.

• Coordinate resolution efforts among Support, Delivery, and Product teams.

• Ensure accurate CRM documentation and account records are maintained.

• Enhance account management practices, customer engagement processes, and tools.

• Utilize AI tools for account research, reporting, and follow-up with customers.

• Share insights and lessons learned across the Account Management team.

⛳️ Requirements

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).

• 5+ years of experience in Account Management, Customer Success, or a similar client-facing role.

• Demonstrated ability to manage intricate customer relationships, including interactions with executives.

• Strong organizational and communication abilities; capable of handling multiple accounts and priorities.

• Experience collaborating cross-functionally with Sales, Product, Support, and Delivery teams.

• Proficient in CRM systems (e.g., Salesforce) and account planning tools.

• Analytical mindset with the capability to interpret usage data and customer health indicators.

• Experience in delivering QBRs and structured customer evaluations.

• Background in SaaS, public sector, or regulated industries (e.g., defense, national security, government).

• Familiarity with compliance frameworks such as ITAR, FedRAMP, or NIST standards.

• Experience in renewal forecasting, expansion strategy, or customer lifecycle management.

• Eligibility for U.S. government security clearance (active clearance is a significant advantage).

• Experience assisting clients with sensitive or classified operations.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.

• Access to cutting-edge technology and tools.