Job Title:

SMB Account Manager

Reports To:

VP, Client Partnerships

Department:

Customer Success

Direct Reports:

N/A

SUMMARY

The SMB Account Manager position will be responsible for driving logo retention and maximizing Net Revenue Retention (NRR) by analyzing client performance, leveraging business trends, and implementing strategic client success initiatives. The role involves fostering strong client relationships, identifying opportunities for platform utilization, and ensuring client satisfaction and growth.

DUTIES AND RESPONSIBILITIES

• Focus on retaining and expanding client accounts by addressing slipping, churning, churned, and growth accounts.
• Evolve & enhance playbook to drive utilization through creative solutions (i.e. custom campaigns, price promotions, thought leadership content, events/conferences, etc.)
• Identify expansion opportunities within existing client relationships for growth
• Leverage data to maintain & expand financial projections of business and monthly/quarterly pacing
• Provide regular client health metrics and insights to the VP, Client Partnerships
• Creative thinking and innovative problem-solving for both internal and external opportunities
• Collaboration within the Revenue functions of the organization: Marketing & Sales
• Maintain an updated and accurate expansion pipeline
• Give product demonstrations over video calls or in person
• Thoughtful and proactive follow up with potential growth opportunities

NECESSARY SKILLS AND QUALIFICATIONS

• 3-5 years experience in a customer-facing Account Manager role or similar
• Some experience in a BDR or Account Executive role is 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
• A relentless drive for professional growth
• Knowledge of account management principles, technologies, and processes
• Experience using Salesforce preferred.
• Availability to travel as needed.

SUCCESS IS...

• Exceeding monthly/quarterly/annual spend & revenue targets.
• Drive expansion opportunities among existing clients (new teams/regions/divisions/etc.)
• Producing consistent and effective client campaigns to drive engagement and retention.
• Safeguarding and expanding the SMB book of business through proactive client management and strategic planning.
• 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