Account Manager

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

📋 Description

• Take charge of retention and renewal execution for an assigned portfolio of clients.

• Achieve the combined quotas for renewal and volume upsell, as well as retention objectives.

• Strategize and oversee account activities, focusing on renewals that are due within the next 90 and 180 days.

• Maintain proactive monthly communication with customers throughout their lifecycle.

• Collaborate with decision makers, champions, and users to assess needs, reinforce value, identify risks, and discover growth opportunities.

• Oversee the preparation and execution of renewals, ensuring engagement with customers, quotes, contract coordination, negotiation, follow-up, and completion.

• Implement approved pricing and uplift expectations while securing approvals for any exceptions.

• Recognize churn and contraction risks, document at-risk revenue, and coordinate mitigation strategies.

• Manage volume upsell opportunities from initial discovery to closure.

• Identify and qualify cross-sell opportunities, working alongside Customer Account Executives during the sales process.

• Cultivate relationships with various customer stakeholders and keep customer information updated in Salesforce.

• Conduct discovery conversations linking customer needs to Trustwell products.

• Assist in customer value realization and adoption by collaborating with product or technical specialists.

• Dedicate one hour each workday for Salesforce updates and opportunity management.

• Ensure the accuracy of contacts, activities, opportunity stages, closing dates, forecasts, risks, and next steps in Salesforce.

• Document renewal losses in accordance with company policies.

• Coordinate with Support, Product, Finance, and other internal teams while retaining ownership of customer communication.

• Submit a weekly commitment every Monday, communicate any forecast changes, and report results during the Friday wrap-up.

• Prepare for account reviews and weekly one-on-one meetings.

• Identify customer advocates and opportunities for referrals.

• Carry out other assigned duties.

⛳️ Requirements

• A bachelor's degree in business, management, or a related field, or equivalent relevant professional experience.

• A minimum of three years of experience in account management, renewals, or customer expansion within a SaaS or recurring-revenue business.

• Proven experience managing a portfolio of existing clients with measurable retention or revenue targets.

• Demonstrated success in managing renewals, negotiating pricing, closing account expansion opportunities, and achieving quantifiable commercial objectives.

• Capability to independently manage a portfolio of accounts while prioritizing competing renewal and growth demands.

• Strong commercial acumen, including the ability to identify account risks, determine next steps, and escalate issues with clear context and recommended solutions.

• Proficient in discovery, negotiation, relationship-building, and effective customer communication.

• Ability to establish relationships with multiple stakeholders and understand customer purchasing and decision-making processes.

• Strong CRM discipline and the ability to utilize account and pipeline data to prioritize tasks, maintain actionable next steps, and generate reliable forecasts.

• Experience with Salesforce is preferred.

• Comfortable using sales engagement, prospecting, and customer collaboration tools.

• Familiarity with Salesloft, LinkedIn Sales Navigator, and Jira is preferred.

• Ability to collaborate effectively with Customer Account Executives and cross-functional partners.

• Strong organizational skills, attention to detail, and follow-through.

• Capability to work independently and productively in a remote setting.

• Experience serving customers in the food, beverage, supplement, or nutrition compliance sectors is preferred.

🏝️ Benefits

• Comprehensive healthcare benefits, including medical, dental, and vision coverage.

• Supplemental benefits such as short-term disability (STD), long-term disability (LTD), Health Savings Account (HSA), 401k, etc.

• Responsible Time Off (PTO) along with Holiday Pay.

• Competitive salary with bonus opportunities.

• Opportunities for professional growth.

• Participation in the equity program.

• Background screening and reference checks as part of the conditional offer process.