Account Manager II

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

📋 Description

• Establish and nurture trusted relationships with customers through proactive and consistent engagement, while gaining a deep understanding of their goals, challenges, and priorities.

• Act as a strategic advisor by conducting business assessments and providing tailored solution recommendations.

• Engage with stakeholders at various levels to pinpoint risks, opportunities, and evolving business requirements.

• Create and oversee customer success plans that include objectives, milestones, responsibilities, and metrics for success.

• Track product adoption, engagement levels, account health, and progress towards achieving customer outcomes.

• Identify and address risks and obstacles that may hinder adoption, value realization, or contract renewals.

• Showcase the impact of products and services, as well as ROI, through effective value storytelling, strategic presentations, and business reviews.

• Collaborate with internal teams to facilitate onboarding and expedite customer time-to-value.

• Manage the entire renewal process, which includes planning, confirming value, discussing pricing, negotiating, contracting, forecasting, and closing.

• Conduct commercial discussions and capitalize on cross-sell and upsell opportunities.

• Navigate changes in rates, contract terms, budgets, and procurement procedures.

• Keep detailed account plans, renewal forecasts, activity logs, and documentation of opportunities.

• Work closely with Sales, Product, Support, Services, and other internal departments.

• Handle multiple accounts, renewal schedules, commitments, and competing demands effectively.

• Follow up on customer actions, risks, and opportunities diligently.

• Provide insights and feedback from customers to enhance products, services, and overall customer experiences.

• Adapt swiftly to changing customer needs, business priorities, products, and processes.

• Develop expertise in industry trends and products.

• Set objectives, coordinate onboarding, assess account health, ensure rapid time-to-value, and keep clients engaged with products and services.

⛳️ Requirements

• A minimum of 3 years of experience in customer success, account management, consultative sales, or a similar customer-facing role.

• Familiarity with a SaaS, DaaS, technology, data, or subscription-based sector.

• Proven experience in managing the complete customer lifecycle, including adoption, account health, renewals, and expansions.

• Demonstrated accountability for renewals, encompassing value confirmation, pricing, negotiation, contracting, and closure.

• Experience in conducting business assessments, creating customer success plans, and conveying measurable outcomes and ROI.

• Strong consultative skills, adept at relationship-building, presenting, negotiating, and storytelling around value.

• Ability to identify customer needs, link challenges to solutions, and influence stakeholders across different levels.

• Excellent analytical, organizational, and problem-solving abilities.

• Capacity to manage several competing priorities while maintaining a high level of customer engagement.

• Proficient with Google Workspace, Excel, PowerPoint, CRM platforms, and customer success tools.

• Authorized to work in the United States without the need for current or future employer sponsorship.

🏝️ Benefits

• Competitive salary and performance-related bonuses.

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

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.

• Generous paid time off and holiday leave policies.