Account Manager

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

📋 Description

• Act as the main point of contact for a designated portfolio of existing clients, including prosecutor, public defender, court, and city attorney offices.

• Establish and maintain relationships with daily users and office leaders to understand how each client utilizes the system.

• Oversee account health and proactively resolve issues before they impact renewal or client satisfaction.

• Develop a network of clients willing to act as references, case studies, or hosts for site visits for potential customers.

• Monitor account statuses, renewal timelines, and unresolved issues using Salesforce.

• Identify potential opportunities within current accounts for additional modules, seats, or features, including KAi.

• Highlight qualified upsell prospects to the Account Executive team and assist in the transition while maintaining account context and relationship continuity.

• Present new product features to existing clients, framing them in the context of their current use of Karpel's software.

• Collaborate with sales and marketing teams on the planning and execution of the Karpel Annual User Group (KAUG) conference.

• Promote client attendance and involvement, and assist in recruiting clients for speaking opportunities, panels, or testimonials.

• Collect client feedback and product requests gathered at KAUG to communicate with sales and product teams.

• Conduct ongoing training sessions for current clients, including onboarding refreshers, new feature introductions, and best-practice workflows.

• Create and maintain training materials, including guides for new features such as KAi.

• Work in coordination with implementation and support teams to address knowledge gaps identified through support tickets or client feedback.

⛳️ Requirements

• Minimum of 3 years of experience in account management, client success, or a comparable client-facing position.

• Strong skills in relationship-building with the capacity to manage multiple accounts at once.

• Comfortable presenting to and training end users with varying degrees of technical expertise.

• Exceptional written and verbal communication abilities.

• Willingness to travel for client visits, KAUG, and other necessary conferences.

• Experience in government, public sector, or criminal justice technology.

• Bachelor's degree required.

🏝️ Benefits

• Flexible work arrangements

• Opportunities for professional development