Account Manager

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

📋 Description

• Take ownership of a specified portfolio of mid-market and large clients, acting as the main point of contact throughout the entire client lifecycle.

• Establish and nurture trust-based relationships with operational managers, product owners, and key decision-makers within client organizations.

• Conduct regular cadence calls, business reviews, and strategy sessions to align on objectives, identify risks, and showcase ongoing value.

• Identify and pursue opportunities for expansion and upselling within your portfolio, managing the complete expansion sales cycle from discovery to closing.

• Monitor account health indicators (usage, support trends, sentiment) and proactively address issues before they escalate.

• Enhance net revenue retention by reducing churn and positioning clients for long-term success on the Quavo platform.

• Create success plans that align client goals with Quavo capabilities, producing clear roadmaps for product adoption and expansion.

• Regularly track and report on the expansion pipeline, renewal forecasts, and account health metrics to leadership.

• Develop a comprehensive understanding of the Quavo platform to assist clients with configuration, best practices, and optimal product use.

• Collaborate with the Marketing team to generate referrals and case study opportunities from satisfied clients.

• Keep precise client records, opportunity tracking, and health documentation in CRM tools.

• Provide account scorecards and sentiment summaries to leadership, highlighting insights and flagging accounts needing additional attention.

• Address or escalate client issues within defined SLAs, ensuring timely communication and follow-up.

• Contribute to internal knowledge sharing by documenting common client challenges, solution patterns, and escalation outcomes.

⛳️ Requirements

• A minimum of 3 years of experience in client success, account management, or a client-facing role within a SaaS, fintech, or financial services setting.

• Proven ability to manage a client portfolio with accountability for both retention and growth outcomes.

• History of cultivating productive relationships with operational, mid-level, and executive stakeholders at client organizations.

• Comfortable leading discovery conversations, conducting Business Reviews, and managing expansion opportunities from start to finish, including negotiation and closing.

• Excellent written and verbal communication skills; confident in presenting to groups of executive and C-level stakeholders.

• Highly organized and self-motivated; capable of managing multiple clients and competing priorities without close supervision.

• Willingness to travel up to 25% of the time (depending on territory).

🏝️ Benefits

• Competitive base salary along with bonuses and commissions linked to retention and expansion targets.