Manager, Account Management Team

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

📋 Description

• Lead, mentor, and enhance the ELC Account Management team through consistent one-on-ones, performance assessments, pipeline reviews, and career development discussions.

• Hold Account Managers responsible for achieving renewal, migration, conversion, expansion, and retention objectives.

• Personally oversee a strategic portfolio of customer accounts, including renewals, migrations, conversions, and expansion prospects.

• Take ownership of the overall team quota achievement by monitoring forecast precision, pipeline status, account coverage, and progress toward targets.

• Act as the primary escalation contact for complex renewals, commercial negotiations, at-risk accounts, and issues related to implementation or support.

• Collaborate with the Director of Sales on territory strategies, account allocations, capacity optimization, and recruitment decisions.

• Work cross-functionally with Customer Success, Implementation, Support, Product, Legal, RevOps, and Solutions Engineering.

• Establish and promote best practices for renewal execution, migration planning, conversion strategies, forecasting, CRM maintenance, and customer engagement.

• Review account strategies and provide coaching on deal strategies, negotiations, customer risk assessment, and expansion opportunities.

• Report on team performance, forecasts, renewal status, retention metrics, and updates on strategic accounts to the Director of Sales.

• Adjust working hours to support the ANZ-based Account Manager and customers through regular collaboration, coaching, and customer engagement.

⛳️ Requirements

• A minimum of 5 years of experience in account management, customer success, or renewals within the B2B SaaS sector.

• At least 2 years of direct team management experience.

• Experience in managing a distributed or international team.

• A genuine commitment to working a schedule that often includes evening or late-night hours to collaborate with an ANZ-based team member and customers.

• Proven record of owning renewal and retention targets, and coaching representatives through escalations and at-risk accounts.

• Comfortable working across functions with Legal, Implementation, RevOps, and Support to address contract and account challenges.

• Familiarity with Salesforce or a similar CRM system.

• Experience in higher education, field placement, or clinical education software is advantageous.

• Excellent written and verbal communication skills.

• Capable of representing the team to senior leadership and customers directly regarding escalated matters.

🏝️ Benefits

• Comprehensive medical coverage with a generous company contribution.

• Company-sponsored dental and vision insurance.

• Flexible paid time off (PTO).

• Generous 401K matching with immediate vesting.