Account Manager

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

📋 Description

• Take ownership of the success, retention, and expansion of a designated portfolio of clients.

• Oversee the complete post-sale customer journey, from onboarding and adoption to renewal, contract execution, and growth.

• Act as the primary relationship manager and advocate for the customer within the organization.

• Create customer success and adoption strategies that include goals, milestones, responsibilities, risks, and next steps.

• Track product usage, customer engagement, support trends, and participation from stakeholders.

• Suggest training, configurations, workflows, or additional features to enhance customer adoption and value.

• Conduct strategic business reviews that link Quid usage and outcomes to customer objectives.

• Foster relationships with users, champions, program leaders, technical stakeholders, procurement teams, and executive sponsors.

• Coordinate intricate customer initiatives involving multiple stakeholders and internal teams.

• Define objectives, responsibilities, timelines, dependencies, and follow-up tasks.

• Sustain momentum and ensure accountability among internal and external stakeholders.

• Relay actionable customer feedback to Product, Engineering, Support, Education, and leadership teams.

• Acquire a working knowledge of Quid’s platform, including configurations, data sources, workflows, integrations, usage reporting, and AI capabilities.

• Convert technical concepts into practical advice for business stakeholders.

• Collaborate with Product, Engineering, Support, and customer technical teams to address challenges.

• Manage the renewal strategy and execution, focusing on retention, upselling, and cross-selling objectives.

• Oversee renewal processes involving pricing, proposals, contracts, procurement, legal and security reviews, negotiation, signing, and handover.

• Ensure accurate forecasts for renewals and expansions.

• Identify opportunities for expansion and formulate strategic account plans.

• Lead commercial discussions and negotiations.

• Keep precise records of customer, opportunity, contract, and activity information in Quid’s systems.

⛳️ Requirements

• Five to seven years of experience in account management, customer success, client services, or a similar customer-facing commercial role.

• Ideally, experience within a SaaS or technology organization.

• Proven track record of outstanding performance, consistently achieving renewal, retention, and growth results in the top 5–10% of peers.

• Demonstrated success in retaining and expanding a portfolio while helping clients achieve measurable results.

• Experience in managing renewals and navigating commercial and contractual processes through negotiation and execution.

• Strong program management capabilities.

• High technical aptitude with the ability to comprehend product configurations, usage data, workflows, and integrations.

• Ability to analyze customer health and adoption indicators and convert them into actionable steps.

• Excellent commercial, negotiation, forecasting, communication, and presentation skills.

• Capacity to establish credibility with users, technical stakeholders, procurement teams, and senior executives.

• Exceptional organizational skills, accountability, and follow-through.

• Bachelor’s degree required.

• Must be eligible to work in the United States.

• Bachelor’s degree in business administration, communications, or a related field is preferred.

• Experience with Agency Holding Companies or group agencies such as WPP, IPG, Omnicom, or Dentsu is advantageous.

• Background in SaaS account management, customer success, or another post-sales commercial role.

• Experience with personal ownership of renewal or retention quotas.

• Proficient in managing renewals from start to finish, including pricing, proposal development, contract preparation, procurement, legal, security, data privacy, and AI reviews, negotiation, signing, and internal transitions.

• Experience in creating and maintaining strategic account plans.

• Skilled in coordinating customer initiatives that involve multiple stakeholders and cross-functional internal teams.

• Proven ability to identify and convert expansion opportunities.

• Experience in being directly accountable for customer adoption and value realization.

• Familiarity with updating renewal forecasts.

• Technical and product experience related to product usage, configuration, workflows, integrations, or customer health data.

🏝️ Benefits

• 20 days of paid time off.

• 12 company holidays.

• Company-provided equipment.

• 401(k) plan with company match.

• Options for FSA and HSA.

• Paid parental leave along with a reintegration program.

• Resources for employee wellness.

• Comprehensive medical, dental, and vision coverage.

• Four-week sabbatical after five years of service.

• Commission opportunity (OTE $140,000–150,000).