Tech Touch Account Manager

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

📋 Description

• Take ownership of the save rate and Gross Revenue Retention (GRR) for the Tech Touch segment.

• Manage cancellation, non-renewal, and downsizing requests, discerning customer motivations and suitable offers.

• Record each case in Salesforce and monitor churn reasons.

• Respond to automated outreach related to renewal, onboarding, adoption, and expansion.

• Oversee automated sequences and pinpoint areas for improvement when response, save, or expansion rates decline.

• Enhance messaging and triggers based on customer feedback.

• Work on a targeted list of expansion accounts.

• Take charge of Net Revenue Retention (NRR) and expansion for the segment.

• Maintain an organized pipeline and precise forecasting in Salesforce.

• Address billing, pricing, seat-change, and contract-term inquiries through Intercom.

• Collaborate with Customer Experience (CX), Billing, and Revenue Operations (RevOps) to deliver clear answers to customers.

⛳️ Requirements

• 1-3 years of experience in account management, customer success, support, or sales within a B2B SaaS environment.

• Proven experience managing a high-volume, low-touch portfolio, ideally with targets for save, retention, or expansion.

• Demonstrated ability to handle cancellation or churn-prevention discussions with measurable outcomes.

• Proficient in using Salesforce or a similar CRM for effective pipeline management and accurate forecasting.

• Familiarity with automation, sequencing, or AI tools like Intercom or Nooks to enhance operational efficiency.

• Bonus: Experience in fintech, wealthtech, or financial services; knowledge of Registered Investment Advisors (RIAs).

• Must be legally authorized to work in the United States.

• Sponsorship for employment visa status is not required to legally work in the United States.

🏝️ Benefits

• Medical, dental, and vision benefits provided.

• 401k plan available.

• Opportunity for remote work arrangement.