Account Manager

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

📋 Description

• Engage Advisor Direct customers throughout their journey to enhance health metrics, encourage renewals, expand partnerships, and generate referrals.

• Conduct value-based sales calls with current customers.

• Adhere to operational processes for contract amendments, upsells, upgrades, renewals, and cancellations.

• Identify, prioritize, and execute account growth opportunities.

• Contribute to the development and implementation of the Advisor Direct Engagement Strategy.

• Leverage marketing campaigns to boost engagement, product adoption, and growth opportunities.

• Ensure accurate account, contact, and user information is maintained in Salesforce.

• Attend team, cross-functional, product training, and company-wide meetings.

• Establish one-to-many engagement initiatives across the portfolio of business.

• Assist advisors in becoming adept with Nitrogen products.

• Recommend training opportunities and collaborate with the Coaching team.

• Identify and secure additional ARR opportunities.

• Design and implement webinars, office hours, and other engagement events.

• Manage customer billing and contract-related issues until resolution.

• Participate in call reviews aimed at continuous improvement.

• Provide accurate and timely performance reports.

• Relay customer product enhancement requests and feedback.

• Assign and communicate priorities for customer escalations and adhere to SOPs for solutions.

• Meet customer retention objectives.

• Process renewal rate increases and provide necessary customer notifications.

• Retain or win back customers who request cancellation.

⛳️ Requirements

• 2 years of experience in a technology company with a SaaS subscription model.

• 2 years in a customer-facing position within technology.

• 1 year of daily Salesforce usage as part of core responsibilities.

• A college degree or equivalent work experience.

• Capability to build rapport and serve as a trusted partner to customers.

• Strong written and verbal communication abilities.

• Willingness to accept feedback and pursue continuous improvement.

• Adaptability in a dynamic and fast-paced environment.

• Ability to recognize patterns and escalate issues appropriately.

• Skills to prioritize and manage responsibilities from inception to completion.

• Team player with collaborative spirit.

• Creative and strategic problem-solving skills.

• Familiarity with advisors, broker-dealers, corporate RIAs, custodians, clearing firms, asset managers, and compliance departments.

• Experience with Salesforce reports and proficiency in Google Sheets, Numbers, or Excel.

• Ability to analyze data for informed decision-making.

🏝️ Benefits

• 4% 401(k) match.

• Free financial planning services.

• Medical, dental, and vision insurance plans.

• Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA).

• Generous maternity and paternity leave.

• Discounted pet insurance.

• 3 weeks of vacation and 1 week of sick time per year.

• 11 paid company holidays annually.

• Remote and in-person team building activities.

• Company-wide meetings led by the CEO.

• Leadership training, mentorship, and access to industry resources.