Job Title:

Senior Account Manager

Reports To:

VP, Client Partnerships

Department:

Customer Experience

Direct Reports:

0

SUMMARY

The Senior Account Manager position will be responsible for growing their own roster of existing Thnks client partnerships. This position will work to onboard new accounts to the Thnks platform (as needed), drive increased usage throughout their organizations and convert them into gratitude champions & Thnks advocates.

You will work closely with internal teams (Business Intelligence, Sales, Product, and Marketing) to analyze and communicate customer feedback, develop scalable strategies and processes to hit activity and revenue targets, and identify new opportunities for Thnks with existing customers.

DUTIES AND RESPONSIBILITIES

• Maintain & strengthen relationships and increase utilization (Spend & Volume) of Thnks among existing client roster
• Evolve & enhance playbook to drive utilization through creative solutions (i.e. custom campaigns, price promotions, thought leadership content, events/conferences, etc.)
• Develop annual strategic plans linking Thnks to clear and measurable business objectives
• Identify expansion opportunities within existing client relationships for growth
• Leverage data to maintain & expand financial projections of business and monthly/quarterly pacing
• Creative thinking and innovative problem solving for both internal and external opportunities
• Collaboration within the Revenue functions of the organization: Marketing & Sales
• Lead by example for the rest of the team

NECESSARY SKILLS AND QUALIFICATIONS

• 4-6 years of Client Success experience managing high profile clients - B2B preferred
• Strong relationship building skills, with both internal and external stakeholders
• Self-motivated team player with a collaborative and consultative style
• Ability to communicate clearly and tactfully when dealing with customer questions and challenges
• Comfort with data and reporting to monitor revenue and identify customer growth opportunities
• Ability to prioritize, multi-task, and perform effectively in a fast-paced, dynamic environment
• Meet with customers face to face to represent Thnks and strengthen customer relationships
• Knowledge of account management principles, technologies and processes
• Experience using Salesforce preferred.
• Availability to travel as needed.

SUCCESS IS...

Success will be based on various qualitative and quantitative factors:

• Quantitative:
• Exceeding monthly/quarterly/annual spend & revenue targets.
• Delivering 140% net retention (40% YoY growth among existing business) quarterly/annual.
• Qualitative:
• Strengthen client relationships of assigned client partnerships
• Deliver annual strategic plans
• Drive expansion opportunities among existing clients (new teams/regions/divisions/etc.)
• Enhance positive culture of team/company with positive attitude and motivational approach to leadership
• Always curious and proactively ask questions - understand the overall impact of your work
• Don't be afraid to fail - but fail fast in order to succeed faster